Introduction to ITIL® 2011
3.9 (12 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
312 students enrolled
Wishlisted Wishlist

Please confirm that you want to add Introduction to ITIL® 2011 to your Wishlist.

Add to Wishlist

Introduction to ITIL® 2011

This course outlines the basic concepts of ITIL® 2011
3.9 (12 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
312 students enrolled
Created by Compaq learning
Last updated 11/2016
English
Current price: $10 Original price: $150 Discount: 93% off
5 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 3 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Describe the practice of IT Service Management
  • Outline basic concepts in ITIL® 2011
  • Define the IT Service Lifecycle
  • Discourse the processes, roles and functions in ITIL® 2011
  • Classify main principles and models of ITIL® 2011
View Curriculum
Requirements
  • There is no prerequisite for taking an ITIL course.
Description

ITIL is a worldwide standard best practice framework that documents the processes, functions, and roles of IT service management.  Our course identifies the different roles and responsibilities of service management. Not only the large multi-nationals but small start-ups can also benefit from ITIL. This is what we have covered in our course. As the expectations are set high for the delivery of service operations, the number of IT professionals using ITIL are increasing. We have kept in mind the need of the hour and designed our course in a way our learners will get a better idea of what ITIL is and how important the course is to survive the corporate world. Our training focuses on the key elements, concepts and terminologies associated with ITIL service lifecycle management.

Who is the target audience?
  • This ITIL introductory course is meant for anyone who wants to implement the best practices in IT service management
Compare to Other ITIL Courses
Curriculum For This Course
30 Lectures
03:13:10
+
ITIL 2011 overview
30 Lectures 03:13:10

This lecture will help you understand:

  1. What is ITIL
  2. Importance of ITIL
  3. Goals of ITIL
Preview 06:25

This lecture will help you understand:

  1. Best practices and its sources
  2. What are public and proprietary practices
Preview 03:22

In this lecture you will understand:

  1. Various challenges and benefits of Service Management
  2. Stakeholders in Service Management
  3. Different types of customers
  4. Different types of Services
  5. Various functions related to Service Management
Preview 08:51

In this lecture you will understand:

  1. Different roles in Service Management
  2. Responsibilities of a Service owner and a Process owner
  3. RACI model
  4. Various types of Service Providers
Roles and Responsibilities in Service management
07:07

In this lecture you will understand:

  1. Various components of the Service Management Lifecycle
Service lifecycle
03:30

Quiz
5 questions

In this lecture you will understand:

  1. Purpose, objective, scope and value of Service Strategy
  2. Types of services
  3. The concept of customers and users
Introduction to Service Strategy
05:18

In this lecture you will understand:

  1. The concept of Utility and Warranty
  2. What are service assets
  3. What is a service package
  4. What is a business case
Service Strategy concepts
13:10

In this lecture you will understand:

  1. The purpose of process in service strategy
  2. What is Demand Management
  3. What is Service Portfolio Management
  4. What is Financial Management
  5. What is Business Relationship Management
Service strategy processes
14:43

Quiz
3 questions

In this lecture you will understand:

  1. The purpose, objective, scope and value that service design provides to a business
  2. Roles in Service Design
Service design overview
04:24

In this lecture you will understand:

  1. The 4 Ps of Service Design
  2. Components of a Service Design package
The 4Ps of service design
03:05

In this lecture you will understand:

  1. The concept of Service Catalogue Management
  2. The responsibilities of a Service Catalogue Manager
Service catalogue management
02:34

In this lecture you will understand:

  1. The concept of Service Level Management
  2. The key terms in Service Level Management
Service Level Management
02:04

In this lecture you will understand:

  1. The concept of Supplier Management
  2. Supplier Management and Service Level Management
  3. Types of supplier
  4. Responsibilities of a Supplier Manager
Supplier management
03:14

In this lecture you will understand:

  1. The concept of Capacity Management
  2. Processes involved in Capacity Management
  3. What is a Capacity plan
Capacity management
03:04

In this lecture you will understand:

  1. Concept of Availability management
  2. Key terms used with Availability management
  3. Expanded Incident lifecycle and related terms.
Availability management
05:35

In this lecture you will understand:

  1. The concept of IT Service Continuity Management
  2. The concept of Information Security Management
  3. What is Information Security framework
  4. IT security policies


IT Service continuity management & Information Securoty Management
04:04

In this lecture you will understand:

  1. The concept of Design coordinator
  2. The importance of Design Coordinator
Design coordination
01:41

Quiz
5 questions

In this lecture you will understand:

  1. The purpose and value of service transition
  2. Configuration Item
  3. Configuration Management System
Introduction to Service Transition
06:12

In this lecture you will understand:

  1. The importance of transition planning and support
Transition process
02:32

In this lecture you will understand:

  1. The purpose of Change Management
  2. What is a Change model
  3. Types of changes
Change management overview
02:58

In this lecture you will understand:

  1. What is a change proposal
  2. Flow in a change management process
  3. What is a a change advisory board
  4. Responsibilities of a change manager
  5. 7 Rs of change management
  6. Challenges in change management
Change management process
08:29

In this lecture you will understand:

  1. The importance of Service Asset and configuration management
  2. What is a Configuration baseline and a configuration management database
  3. What is a definitive media library
  4. Relation between CMDB, CMS and SKMS
Change Management Configuration
06:22

In this lecture you will understand:

  1. The importance of release and deployment management
  2. What is a release policy
  3. Types of releases and approaches
  4. The importance of Knowledge management
Release and deployment management
10:59

Quiz
5 questions

In this lecture you will understand:

  1. The importance of Service operation
  2. Importance and types of communication
  3. What are events, alerts and incidents
  4. The importance of Problem management
Service operation overview
09:30

In this lecture you will understand:

  1. The importance of Event management
  2. Process flow in Event management
  3. Managing exceptional event
Event management
07:32

In this lecture you will understand:

  1. The importance of incident management
  2. Basic concepts of incident management
  3. Process flow in incident management
Incident management
08:33

In this lecture you will understand:

  1. The importance of Problem management
  2. Reactive and proactive problem management
  3. Concept of Request fulfilment
  4. What is a service request
  5. The concept of Access management
Problem Management
11:36

In this lecture you will understand:

  1. The importance of service desk
  2. Types of service desk
  3. Criteria for staffing service desk
  4. Service Desk metrics
  5. Technical management concept
  6. Application management concept
  7. IT Operations management
Service operation functions
13:56

Quiz
5 questions

In this lecture you will understand:

  1. The scope and purpose of Continual Service Improvement (CSI)
  2. Application of CSI through the service lifecycle
  3. How CSI results in better business results
Continual Service Improvement overview
04:38

In this lecture you will understand:

  1. The benefits of CSI register
  2. Types of metrics
  3. PDCA cycle
  4. Seven Step improvement process
Key principles of CSI
07:42

Quiz
4 questions
About the Instructor
Compaq learning
4.2 Average rating
373 Reviews
2,935 Students
6 Courses
One stop to learn and succeed

With a clear motto to upgrade the skills of students from high school goers to professionals, Compaq learning started its tutoring journey in 2013. But within two years, an effort by three IT professionals that started as a blog went on to become one of the largest course developing company in the e learning industry.

We kick started our stint in the e-learning world by mentoring high school students. The passion for teaching and mentoring students gave us the confidence and courage to plunge into the e learning industry and provide various guidance for high school students to IT professionals. Until now we have trained around 15,000 students in various subjects ranging from simple mathematics to android app development. We have a group of fine instructional designers, graphic designers and SMEs who ensure that our products are original and valuable.