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Course at a glance
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| Release date | 9/29/2019 | |
| Level | Beginner | |
| Runtime | 5h 57m | |
| Closed captioning | N/A | |
| Transcript | N/A | |
| eBooks / courseware | N/A | |
| Hands-on labs | N/A | |
| Sample code | N/A | |
| Exams | Included |
Course description
ITIL 4 will enable IT professionals to support their organization on their journey to digital transformation.
Part 1: covers a welcome to ITIL and what you can expect, next it covers Service management and outcomes.
Part 2: discusses the four dimensions of Service Management: Organizations, IT, Partners and Value streams. Next it covers value streams and processes as well as the service value system.
Part 3: covers the Guiding principles of ITIL. next it discusses how to collaborate and promote visibility, the service value chain as well as design transition.
Part 4: covers Continual improvement, categories of practices and knowledge management.
Part 5: covers Service management practices, asset management and technical management practices
The ITIL® course on this page is offered by Dion Training Solutions, LLC, an ATO of AXELOS Limited. ITIL, ITIL Foundation, and the Swirl logo are registered trademarks of AXELOS Limited. All rights reserved.
Prerequisites
none. Knowledge of previous versions of ITIL will be helpful.
Meet the expert
Jason Dion, CISSP No. 349867, is a professor at University of Maryland University College with multiple information technology professional certifications, including Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), Certified Network Defense Architect (CNDA), Digital Forensic Examiner (DFE), Digital Media Collector (DMC), CySA+, Security+, Network+, A+, PRINCE2 Practitioner, and ITIL. He holds a Masters of Science degree in Information Technology with a specialization in Information Assurance
Course outline
Service Management
Welcome (21:00)
- Introduction (00:08)
- Welcome (05:15)
- Exam Fundamentals (06:48)
- 4th Industrial Revolution (03:33)
- Service Organizations (05:07)
- Summary (00:08)
Service Management (38:05)
- Introduction (00:08)
- Service Management (02:37)
- Value (04:08)
- Organizations and People (11:53)
- Services and Products (05:35)
- Service Offerings (07:16)
- Service Relationships (06:19)
- Summary (00:08)
Outcomes (24:27)
- Introduction (00:08)
- Outcomes (10:24)
- Costs (02:57)
- Risks (06:01)
- Utility and Warranty (04:48)
- Summary (00:08)
Four Dimensions
Four Dimensions of Service Management (26:11)
- Introduction (00:08)
- Four Dimensions of Service Management (01:23)
- Organizations and People (06:59)
- Information and Technology (07:44)
- Partners and Suppliers (09:47)
- Summary (00:08)
Value Streams and Processes (13:25)
- Introduction (00:08)
- Value Streams and Processes (04:49)
- PESTLE (03:13)
- Applying Four Dimensions (05:05)
- Summary (00:08)
Service Value System (10:27)
- Introduction (00:08)
- Service Value System (02:40)
- Opportunity Demand and Value (05:23)
- Governance (02:07)
- Summary (00:08)
Guiding Principles
Guiding Principles (22:43)
- Introduction (00:08)
- Guiding Principles (03:31)
- Focus on Value (03:54)
- Start Where You Are (08:17)
- Progress Iteratively with Feedback (06:44)
- Summary (00:08)
Collaborate and Promote Visibility (20:56)
- Introduction (00:08)
- Collaborate and Promote Visibility (05:31)
- Think and Work Holistically (05:36)
- Keep it Simple (03:34)
- Optimize and Automate (05:58)
- Summary (00:08)
Service Value Chain (22:30)
- Introduction (00:08)
- Service Value Chain (05:17)
- Plan (04:21)
- Improve (04:04)
- Engage (08:30)
- Summary (00:08)
Design Transition (19:55)
- Introduction (00:08)
- Design and Transition (05:15)
- Obtain and Build (07:10)
- Deliver and Support (05:12)
- Value Streams (02:00)
- Summary (00:08)
Continual Improvement
Continual Improvement (23:38)
- Introduction (00:08)
- Continual Improvement (02:23)
- Continual Improvement Model (01:58)
- What is the Vision (02:53)
- Where are we Now (02:11)
- Where do We Want to Be (03:15)
- How do We Get There (01:32)
- Take Action (01:16)
- Did We Get There (01:37)
- How Do We Keep the Momentum Going (02:17)
- Continual Improvement and the Guiding Principles (03:56)
- Summary (00:08)
Categories of Practices (21:22)
- Introduction (00:08)
- Categories of Practices (02:36)
- Management Practices (01:18)
- Continual Improvement (07:48)
- Information Security Management (03:44)
- Relationship Management (01:56)
- Supplier Management (01:23)
- Architecture Management (02:17)
- Summary (00:08)
Knowledge Management (16:43)
- Introduction (00:08)
- KnowledgeManagement (02:13)
- Measurement and Reporting (01:27)
- Organizational Change Management (01:25)
- Portofilio Managment (02:05)
- Project Management (02:05)
- Risk Management (02:16)
- Service Financial Management (01:17)
- Strategy Management (01:56)
- Workforce and Talent Management (01:41)
- Summary (00:08)
Asset Management
Service Management Practices (23:23)
- Introduction (00:08)
- Service Management Practices (01:16)
- Change Control (08:54)
- Incident Management (08:05)
- Problem Management (04:51)
- Summary (00:08)
Service Desk (21:22)
- Introduction (00:08)
- Service Desk (07:54)
- Service Level Management (05:50)
- Service Request Management (07:21)
- Summary (00:08)
Asset Management (17:02)
- Introduction (00:08)
- Asset Management (01:57)
- I4F_09_09 Monitoring and Event Management (02:12)
- Release Management (01:03)
- Service Configuration Management (01:18)
- Availability Management (01:08)
- Business Analysis (00:59)
- Capacity and Performance Management (02:15)
- Service Catalog Management (01:38)
- Service Continuity Management (01:29)
- Service Design (01:37)
- Service Validation and Testing (01:04)
- Summary (00:08)
Technical Management Practices (14:24)
- Introduction (00:08)
- Technical Management Practices (00:43)
- Deployment Management (00:58)
- Infrastructure and Platform Management (01:00)
- Software Development and Management (01:01)
- Putting It All Together (06:36)
- Conclusion (01:44)
- ITIL Certification Path (02:04)
- Summary (00:08)