Introduction to Service Management with ITIL 4
4.4 (3,943 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
17,668 students enrolled

Introduction to Service Management with ITIL 4

Learn about service management, four dimensions, guiding principles, service value system, and the ITIL 4 practices
Bestseller
4.4 (3,943 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
17,668 students enrolled
Last updated 4/2020
English
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This course includes
  • 2 hours on-demand video
  • 1 article
  • 1 downloadable resource
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Describing the ITIL framework
  • Understanding real-world examples
  • Applying ITIL 4 to your organization
  • Discuss ITIL 4 concepts with confidence
Requirements
  • No prerequisites (we will teach you everything you need to know)
  • A desire to learn
Description

The Information Technology Infrastructure Library (ITIL) framework has become the standard in IT Service Management across the globe. ITIL helps all organizations, regardless of their industry or business sector, provide their IT services using the most efficient and economical methods. The framework focuses on IT Service Management best practices and efficient operations, and is used in government, commercial, and non-profit organizations, alike.

This course provides an introduction to service management and the new ITIL 4 Foundation certification exam, which is the entry-level certification in the ITIL framework and offers an exceptional overview of ITIL. By obtaining your ITIL 4 Foundation certification, you are showing employers that you understand the key elements, concepts, and terminology used in ITIL, including how operations move between each activity and process to create value in the service value system, and their overall contribution to the service management best practices.

Please note, this course is NOT a complete textbook replacement and DOES NOT cover the entire ITIL 4 Foundation exam objectives in-depth. This course is designed to introduce you to the concepts of service management and the ITIL 4 framework in order for you to determine if studying for the ITIL 4 Foundation certification is right for you.

The 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.

Who this course is for:
  • Students who require a basic understanding of the ITIL framework
  • Students who want to understand how the ITIL framework can be used to enhance IT service management within their organizations
  • IT professionals or others working within an organization that utilized ITIL and who need understand the framework to contribute to an ongoing service improvement
  • Anyone who has an interest in the ITIL framework
Course content
Expand all 24 lectures 01:46:58
+ Introduction
4 lectures 15:24

This lesson consists of a brief overview of the course, an introduction to your instructor, and how to use the most important features in this course.

Preview 06:37

This lesson provides you with the ability to download the Study Guide for this course.

Download the Study Guide
00:07

This lesson discusses ITIL and the fourth industrial revolution.

Preview 03:33

This lesson discusses what a service organization is and how your company might be one.

Preview 05:07

This quiz will test your knowledge of the topics covered in this section of the course.

Quiz: Introduction
2 questions
+ Service Management
10 lectures 49:44

This lesson provides an overview of this section of the course, including the generalized concepts of service management and the concepts of outcomes, risks, utility, and warranty, to help build a solid foundation before we move into the specific ITIL 4 concepts covered throughout the rest of this course.

Preview 01:36

This lesson discusses the concept of Value in service management, and how value is created through the consumer/supplier relationship.

Value
04:09

This lesson discusses the roles an organization and people within them can assume, such as the service provider, consumer, user, customer, and sponsor.

Organizations and People
07:38

This lesson discusses the concepts of services and products within ITIL 4.

Services and Products
05:17

This lesson will discuss the concept of a service offering and how it is associated with the products and services in an organization.

Service Offerings
05:22

This lesson focuses on the concept of service relationships and the service relationship model.

Service Relationships
06:05

This lesson discusses the concept of an outcome and how it is used to balance the risk and the value for a consumer.

Outcomes
06:42

This lesson discusses the concept of costs, how they are reduced by a service provider, and shared by a consumer.

Costs
02:57

This lesson discusses the four ways to deal with risk in a service.

Risks
06:01

This lesson compares and contrasts utility and warranty.

Utility and Warranty
03:57

This quiz will test your knowledge of the topics covered in this section of the course.

Quiz: Service Management
4 questions
+ The Basics of ITIL 4
7 lectures 26:27

This lesson discusses the four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.

Four Dimensions of Service Management
05:33

This lesson discusses a model representing how all the components and activities of an organization work together to facilitate value creation.

Service Value System
01:46

This lesson discusses the recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

Guiding Principles
02:43

This lesson discusses the concept of the service value chain.

Service Value Chain
04:33

This lesson discusses the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.

Continual Improvement
02:13

This is an introduction to the 34 practices spread across three categories of management practices.

The 34 Practices
03:03

In this lesson, we will walk through a scenario to demonstrate how all of these practices and activities work together in the real world.

Putting It All Together
06:36

This quiz will test your knowledge of the topics covered in this section of the course.

Quiz: Basics of ITIL 4
4 questions
+ Practice Exam
1 lecture 10:04

This lesson discusses the ITIL 4 Foundation exam, including what type of questions to expect, and how to best study for it.

ITIL 4 Foundation Exam
10:04

This quiz provides some examples of classic multiple-choice questions.

Classic Questions
3 questions

This quiz provides some examples of missing word questions.

Missing Word Questions
3 questions

This quiz provides some examples of list questions.

List Questions
3 questions
+ Conclusion
2 lectures 05:19

This lesson discusses the ITIL certification path upwards from ITIL 4 Foundation into ITIL Managing Professional, ITIL Strategic Leader, and ITIL Master.

ITIL Certification Path
02:04

In this lesson, you will receive a final conclusion and summary of the course.

BONUS: Conclusion
03:15