ITIL Foundation Course
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ITIL Foundation Course

Information Technology Infrastructure Library Foundation Course
4.0 (19 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.
111 students enrolled
Last updated 7/2016
English
Current price: $10 Original price: $60 Discount: 83% off
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Includes:
  • 5.5 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Service management as a practice (comprehension)
  • The ITIL service lifecycle (comprehension)
  • Generic concepts and definitions (awareness)
  • Key principles and models (comprehension)
  • Selected processes (awareness)
  • Selected functions (awareness)
  • Selected roles (awareness)
  • Technology and architecture (awareness)
  • Competence and training (awareness)
View Curriculum
Requirements
  • You should been able to read and write
Description

The ITIL (Information Technology Infrastructure Library) has become the de facto standard in IT Service Management. ITIL helps organizations across industries offer their services in a quality-driven and economical way. The framework’s most recent version, published in 2011, is only a progressive update that further refines an existing body of IT Service best practices.

Who is the target audience?
  • Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.
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Curriculum For This Course
260 Lectures
05:35:32
+
1. Course Introduction
36 Lectures 51:15





























30. Service Lifecycle Introduction
00:26

31. Lifecycle Components ITIL
02:32

32. The lifecycle interactions
01:18

33. Relationship between Governance and ITSM
01:09

34. Describe and explain why ITIL is successful
01:02

35. Describe and explain why ITIL is Successful II
01:21

36. Summary
00:55

This quiz section helps test your knowledge and understanding of the course.

Introduction Quiz
18 questions
+
02. Service Strategy
39 Lectures 53:09
01. Introduction
01:01

02. Introduction Continues
00:14

03. Service Strategy (Purpose and Objectives)
04:06

04. Key Strategy Questions and Scope
00:39

05. Service Strategy Value to Business
01:29

06. Service Strategy Processes
00:26

07. Service Strategy-Types of Services
01:27

8. Service Strategy- Customers and Users
00:30

09. Objectives
00:18

10. Principles and Models
02:52

11. Service Value Creation
00:51

12. Basics of Value Creation - Service Assets
01:23

13. Business outcomes enabled by service management
02:20

14. Service Packages
04:12

15. Business Case
01:50

16. Risk
02:10

17. Service Management Technology and Automation
00:42

18. Service Management Technology and Automation
00:51

19. Service Management Technology and Automation
01:12

20. Service Strategy Process
00:40

21. Demand Management (Purpose, Objectives and Scope)
01:48

22. Managing Demand for Services
01:18

23. Key Concepts – PBA and UP
02:25

24. Service Portfolio Management (Purpose)
00:36

25. Service Portfolio Management (Objectives)
01:03

26. Service Portfolio Management (Scope)
00:29

27. What is a Service Portfolio
01:38

28. What is a Service Portfolio II
02:22

29. Service Portfolio Management – Process Activities
02:21

30. Financial Management (Purpose)
00:32

31. Financial Management (Objectives)
00:49

32. Financial Management ( Scope)
01:40

33. Financial Management (Activities)
01:47

34. Financial Management (Benefits)
00:41

35. Business Relationship Management (Purpose)
01:01

36. Business Relationship Management (Objectives)
01:17

37. Business Relationship Management (Scope)
01:17

38. Business Relationship Management (Activities)
00:13

39. Strategy Summary
00:39

This is to test your knowledge and understanding on Service Strategy

Service Strategy Quiz
12 questions
+
03. Service Design
57 Lectures 01:16:02






07. ITIL Training
00:53

08. Roles I
00:48

09. Roles II
00:29

10. Understanding the Key Concept of Service Design
00:21

11. 4 P’s in Service Management
02:16

12. Major Aspects of Service Design
02:08

13. Service Design Package
00:53

14. Constituent Processes of Service Design
00:37

15. Service Catalogue Management
02:32

16. Aspects of Service Catalogue Management
01:29

17. Service Catalogue Management Diagram
00:24

18. Three View Structure
00:43

19. Three View Structure Diagram
00:17

20. Roles
00:42

21. Service Level Management
02:12

22. Activities in SLM Process
01:58

23. Terminology
02:40

24. Key Terms
01:58

25. SLA Structures
02:37

26. Terminology
01:18

27. Service Reviews
00:48

28. Service Improvement Program (SIP)
00:40

29. Interfaces to SLM supplier& Management
00:34

30. Interfaces to SLM & supplier mgmt
01:40

31. Service Improvement Program (SIP)
01:50

32. Relationship with SLM
01:00

33. Supplier Categorization
01:12

34. Supplier Categorization
00:09

35. Supplier Management Roles
00:48

36. Capacity Management
02:23

37. Supplier Categorization
01:14

38. Capacity Management
04:42

39. Capacity Plan
01:45

40. Availability Management
00:36

41. Availability Management
01:34

42. Key Terms and Concepts of Availability Management
01:41

43. Availability Management
01:20

44. Availability Management
03:12

45. IT Service Continuity Management (ITSCM)
01:21

46. Terminology
02:23

47. Terminology
01:13

48. ITSCM
01:48

49. Information Management Process
02:02

50. Information Security Management
01:20

51. Information Security Management II
00:51

52. Key Concept of ISM
01:06

53. Security Framework
01:05

54. Design Coordination
01:15

55. Design Coordination II
00:29

56. Service Design Package
01:32

57. Summary
00:28

This is to test your knowledge and understanding on Service Design

Service Design Quiz
25 questions
+
04. Service Transition
50 Lectures 49:33
01. Introduction
01:22

02. Value of Business
00:57

03. Purpose of Service Transition
00:25

04. Scope of Service Transition
00:24

05. Objective
01:00

06. Value Add to Business of ST
00:45

07. Key Concepts of ST
00:17

08. Configuration Item
00:54

09. Configuration Management System
00:29

10. Processes of Service Transition
00:32

11. Processes of Service Transition Cont
00:13

12. Purpose and Objective
00:58

13. Scope
00:28

14. Change Management
01:46

15. Purpose, Objectives and Scope of CM
00:42

16. Scope of Change Management
00:42

17. Different types of change
01:21

18. Remediation Planning
00:42

19. Concepts
00:39

20. Change Proposal
00:39

21. Change Flow
02:09

22. Seven Rs of Change Management
00:55

23. Roles in Change Management
00:55

24. Change Advisory Board (CAB)
00:51

25. Change Metrics
01:23

26. Key Challenges
01:19

27. Service Assets and Config. Mgt
00:34

28. Purpose, Objective and Scope
01:22

29. Basic Concepts
01:03

30. Basic Concept
00:33

31. Basic Concept cont
00:48

32. Basic Concepts - CMDB and DML
00:48

33. Basic Concepts (CMDB and DML Cont)
01:21

34. Logical Configuration Management
01:21

35. Relationship between CMBD, CMS
02:05

36. Release and Deployment Mgt Process
00:44

37. Purpose and Objectives of RDM_01
01:40

38. Scope and the Aim
00:32

39. Basic Concepts-Release Policy
01:58

40. Basic Concepts-Release Unit
01:17

41. Basic Concepts-Release Types
00:45

42. Release and Deployment Approaches
02:14

43. Four Phases of Release and Deployment Management
01:19

44. Knowledge Management
01:06

45. Knowledge Management (Purpose and Objectives)
00:54

46. Scope of Knowledge Management process
00:28

47. DIKW Structure
01:53

48. Service Knowledge Management System
00:58

49. Service Knowledge Management System
00:21

50. Summary
00:42

This is to test your knowledge and understanding on Service Transition

Service Transition Quiz
13 questions
+
05. Service Operation
51 Lectures 01:12:30
01. Introduction
01:09

2. Service Operations (Objectives)
00:18

3. Service Operations (Purpose and Obj)_01
01:16

4. Service Operations (Scope)
00:59

5. Value to Business
03:07

7. Events
01:22

8. Alerts and Incidents
01:05

9. Service Request
01:03

10. Problem and Workaround
01:57

11. Known Error (KE) and (KEDB)
01:04

12. Impact, Urgency & Priority
01:04

13. Service Operations Process
00:48

14. Event Management- Purpose and Objectives
00:54

15. Event Management (Scope)
00:33

16. Event Management- Process Activities
02:30

17. Event Management- Process Activities cont
01:39

18. Event Management- Managing Exceptional Events
01:20

19. Incident Management -Managing Informational Events
02:18

20. Incident Management -Managing Informational Events
00:38

21. Incident Management (Purpose and Obj)
01:13

22. Incident Management (Scope)
03:19

23. Incident Management - Basic Concepts
02:18

24. Incident Management-Process Flow
03:21

25. Incident Management-Process Interfaces
02:58

26. Purpose and Objectives
00:50

27. Scope and Value to business
01:33

28 Problem Management-Basic Concepts
01:56

29. Reactive Problem Management
03:08

30. Problem Management Process Flow
02:02

31. Request Fulfilment Process
01:27

32. Request Fulfilment Process- Scope and Basic Concepts
01:00

33. Access Management-Purpose and Objectives
01:12

34. Access Management-Scope
00:37

35. Access Management - Basic Concepts
02:03

36. Service Operations Functions
01:05

37. Service Operation Function- Service Desk
01:13

38. Service Operation Function- Purpose of Service Desk
00:54

39. Service Operation Function- Organisation Structures
01:51

40. Service Desk Function- Organisation Structures
01:01

41. Organisation Structures - Centralised
00:27

42. Organisation Structures - Virtual
00:52

43. Service Desk- Service Desk Staffing
02:35

44. Service Desk - Service Desk Metrics
01:28

45. Technical Management- Role
00:44

46. Technical Management- Purpose and Objectives
00:55

47. Application Management-Role
01:09

48. Application Management- Purpose and Objectives
00:44

49. Application Development
00:49

51. IT Operation Management- Purpose and Objectives
00:56

52. Service Operations Summary
00:24

50. Operation Management Function
01:22
+
06. Continual Service Improvement
27 Lectures 33:03
01. Introduction
01:14

02. Objectives
00:12

03. Purpose and Objectives
01:10

04. Continual Service Improvement (Scope)
01:32

05. CSI- Scope- Value to Business
00:58

06. Introduction
00:30

07. CSI and Organisational Change
01:36

08. Kotter’s Eight-step Approach for Success
01:10

09. A Kotter’s Eight-step Approach for Success II
01:31

10. A Kotter’s Eight-step Approach for Success III
02:20

11. A Kotter’s Eight-step Approach for Success IV
01:03

12. A Kotter’s Eight-step Approach for Success V
00:57

13. A Kotter’s Eight-step Approach for Success VI
01:28

14. A Kotter’s Eight-step Approach for Success VII
02:25

15. Component of CSI
01:01

16. Service Measurement
01:21

17. Reason to Monitor and Measure
00:55

18. Types of Metrics
02:10

19. Metrics and Measurement
00:17

20. Metrics and Measurement II
00:49

21. Key Definitions
01:06

22. Continual Service Improvement PDCA-Deming Cycle
00:50

23. Purpose and Objectives
00:54

24. Seven Steps Improvement Process - Scope
00:57

25. Seven Steps Improvement Process - PDCA Cycle
02:24

26. Continual Service Improvement Model
01:22

27. Summary
00:51
About the Instructor
CertifyCheap International
4.0 Average rating
299 Reviews
3,569 Students
7 Courses
Project, Programme, Programme and ITSM Trainer

CertifyCheap is an online training provider that offers eLearning courses, live instructor-led virtual classes and online examinations for professional certifications

certifycheap is an online trading name for Harrybaker Training, a UK-based Accredited training provider. 

We provide fully accredited online training and exam preparation courses, and re-registration services in project management, risk management, programme management, and IT services management.

Our online training includes courses of study and exam preparation for PRINCE2, PMP, M_o_R, ITIL, MSP, P3O, COBIT5, Lean Six Sigma, Facilitation, PPS, MoP, PMD Pro etc. All courses and exams are accredited by PMI, AXELOS, and APMG, where applicable.