ITIL® v3 Foundations: Your Complete ITIL® Exam Prep Course
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ITIL® v3 Foundations: Your Complete ITIL® Exam Prep Course

Complete resource to passing the ITIL® v3 Foundations exam on the first attempt, include 2 realistic practice exams!
4.6 (129 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.
1,996 students enrolled
Created by Jason Dion
Last updated 7/2017
English
English
Current price: $10 Original price: $195 Discount: 95% off
5 hours left at this price!
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Includes:
  • 8.5 hours on-demand video
  • 2 Articles
  • 100 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • ...take and pass the ITILv3 Foundations certification exam
  • ...understand the basics of the ITILv3 framework
  • ...understand how the ITILv3 framework is implemented within an organization
View Curriculum
Requirements
  • There are no prerequites for this course, we will cover everything you need to know to pass the certification exam with ease!
Description

** Updated: July 2017 with all new enhanced audio and full English closed captions! **

The Information Technology Infrastructure Library Version 3 (ITIL® v3) 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.

The ITIL® v3 Foundation exam is the entry-level certification in the ITIL® framework and offers an exceptional overview of ITIL®. By obtaining your ITIL® v3 Foundations certification, you are showing employers that you understand the  key elements, concepts and terminology used in the ITIL® service lifecycle, including how operations move between each stage of the lifecycle, the processes used, and their overall contribution to the service management best practices.

This course includes an overview of the ITILv3 Lifecycle, Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement phases. Additionally, this courses comes with 2 complete practice exams that simulate the type of questions you will receive on the ITILv3 Foundations exam.

** Each lecture comes  with a downloadable PDF of all the lecture notes **

What Other Students Are Saying About This Course:

  • His presentation is very clear, and it's easy to agree with him, as everything builds on facts and experience. (Antti, 5 stars)
  • His explanations to this point are good and he is taking things at a reasonable pace. (Michael, 5 stars)
  • It's excellent in both speech and lecture - he's very direct! (Gonatee, 5 stars)
Who is the target audience?
  • Students who want to take and pass the ITILv3 Foundations certification exam on the first try
  • People who require a basic understanding of the ITIL framework
  • People 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
Students Who Viewed This Course Also Viewed
Curriculum For This Course
107 Lectures
08:24:21
+
The Foundations of the Foundations Course
11 Lectures 42:06

A quick welcome message from the instructor in order to get to understand what will be covered in the course and the instructor's background.

Preview 03:03

This lesson describes the design of the ITIL exam, such as how many questions are on the exam, the type of questions, exam length, and the number of correct questions required to pass the certification exam.

Preview 02:19

A comparison of Information Technology Service Management (ITSM) and the IT Infrastructure Library (ITIL) and how they relate to one another.

Preview 01:35

There are many misconceptions about what ITIL does and doesn't provide to the organization. In this lecture, we will cover some basics of what ITIL provides, what it is, and what it is not.

Preview 03:37

An important message from Jason on the course!

Important Message About the Course
00:55

In this lecture, you will learn about the sources and enablers of best practices in ITIL.

Preview 05:28

Definitions are not the most fun things to learn, but it is essential to learn these definitions in order to understand the rest of this ITIL course and to pass the certification exam. Please do not skip this lecture, it is critical to your understanding of the rest of this course!

Preview 11:04

This lecture on governance controls explains its importance, and what can happen if you don't implement proper governance controls.

Preview 03:31

Does ITIL provide you with an optimal organizational structure to use in your organization? View this lecture to find out!

Preview 04:32

This discussion of risk and the methods of risk management provides you with a good foundation to understand the concept and answer questions relating to risk on the exam.

Preview 04:38

This lecture discusses when to begin implementing tools and technology to gain efficiencies in ITIL and ITSM.

Preview 01:24

This quiz will test your knowledge of the lectures covering basic concepts and definitions that were introduced in this section. 

Foundations of the ITIL Foundations
10 questions
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The Service Lifecycle
2 Lectures 02:31

In this lesson, we will provide cover an extremely high-level overview of the Service Lifecycle before digging into each stage of the lifecycle indepth.

Preview 02:21

A great study guide to ensure you remember where each process fits into the ITIL Lifecycle as we go through each one in the next sections of the course! Downloadable as a PDF from this lecture's resources.

Preview 00:10

This quiz will test your knowledge of the Service Lifecycle lecture covering an extremely high-level overview of the Service Lifecycle.

The Service Lifecycle
2 questions
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Service Strategy
11 Lectures 55:26

You will learn what constitutes the Service Strategy, where is lies in the Servicee Lifecycle, and the key activities that must occur in the Service Strategy.

Service Strategy (Overview)
04:34

You will learn the objectives of the Service Strategy, the types of service categories in this stage, and learn a real-world example of how a service is broken down into these categories.

Objectives of Service Strategy
04:59

You will learn what creates value (utility and warranty), their definitions, and how to maximize value. Also, you will learn how value plays a large part in Service Strategy and that value will be considered in every stage of the Service Lifecycle.

Creating Value
05:33

You will learn what an asset is, different types of assets, and how each is considered as part of the larger  Service Strategy and be provided with some real-world examples of each asset.

Assets in Service Strategy
10:34

You will learn about the Strategy Management Process. Although this process is not covered by the ITIL Foundation exam, but is important to fully understand the lifecycle.

Strategy Management Process
01:48

You will learn about the Service Portfolio Management Process, which combines the correct mixture of services to balance IT investment to support the business objectives. A discussion of Service Pipeline, Service Catalog, and Retired Services will also be covered.

Service Portfolio Management Process
06:08

You will learn about the Business Relationship Management Process which establishes and maintained the relationship between the customer and the service provider to identify customer needs.

Business Relationship Management Process
04:23

You will learn about the Financial Management Process which is relevant in all stages and necessary to manage the financial resources and cost for services. A brief discussion of budgeting, accounting, and costing will also be conducted.

Financial Management Process
10:09

You will learn about the Demand Management Process. Although this process is not covered by the ITIL Foundation exam, but is important to fully understand the lifecycle.

Demand Management Process
02:50

Although ITIL doesn't dictate how an organization should be setup or organized, I will provide you an example organizational chart with service owners, process owners, and process managers to help you understand a "typical" organization.

Roles in Service Strategy
02:38

You will learn about some tools that could be useful in the Service Strategy stage: Service Automation/Analytics and Simulation.

Tools in Service Strategy
01:50

This quiz provide a knowledge-check of the information covered in the Service Strategy.

Service Strategy
10 questions
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Service Design
24 Lectures 02:15:45

This lessons provides quick review of where Service Design sits in the ITILv3 Service Lifecycle before we begin to dive deep into its processes and functions.

Service Design (Overview)
04:41

This lessons provides the detailed description of all the objectives of Service Design, and the things that must be completed before we can leave Service Design for the Service Transition stage.

Objectives of Service Design
08:44

Service design must be considered from a holistic viewpoint. Each of the five parts of service designs must be considered to create an efficient and effective service. This lesson, we will discuss these five parts.

"Complete" Service Design
04:36

In this lesson, we will discuss the four P's of service design: People, Processes, Products, and Partners.

The Four P's of Service Design
02:48

This lesson provides a description of each portion of the Service Design Package (SDP), which is the most important document to come out of the Service Design phase!

Service Design Packages (SDPs)
10:25

This lessons provides coverage of the Design Coordination Process and the challenges you may face during it.

Design Coordination Process
03:23

This lesson covers the Service Catalog Management Process and the relationships involved in getting a service into or removed from the Service Catalog.

Service Catalog Management Process
06:52

This lesson covers the three main types of Service Catalogs: Simple Service Catalogs, Business/Customer Service Catalogs, and Technical/Supporting Service Catalogs. 

Types of Service Catalogs
07:04

This lesson covers the Service Level Management (SLM) process, to include SLAs, OLAs, and UCs. 

Service Level Management (SLM) Process
07:38

This lesson continues our coverage of the Service Level Management (SLM) process, to include SLAs, OLAs, and UCs. 

Service Level Management (SLM) Process (Continued)
06:04

This lesson covers the Capacity Management process, to include Business, Service, and Component Capacity Management.

Capacity Management
05:43

This lesson continues our coverage of the Capacity Management process, to include Business, Service, and Component Capacity Management.

Capacity Management Process (Continued)
07:39

This lesson covers the Availability Management Process, to include Service and Component Availability and ARMS.

Availability Management Process
09:58

In this lesson, we will discuss why it is important to perform both reactive and proactive functions to help ensure the availability of your services.

Reactive and Proactive Availability
03:37

In this lesson, we will discuss the three things we can do with risk (accept, mitigate, avoid), and how they play into the concept of Availability.

Risk Analysis in Availability
06:43

This lesson covers the basic functions of a Component Failure Impact Analysis and provides you with a simple example of what a CFIA looks like.

Component Failure Impact Analysis
01:19

In this lesson, we will discuss Fault-Tree Analysis and view a simple example of how they can be helpful to identify challenges in your services during the design. phase

Fault-Tree Analysis
03:19

A discussion of the expanded incident lifecycle, how it applies to reactive availability management, and a great explanation of mean time between failure (MTBF), mean time to restore service (MTRS), and mean time between system incidents (MTBSI).

Expanded Incident Lifecycle
07:14

A discussion of availability measurement, to include what is used to measure it, which measurements are best, and some real world examples of how it is applied in the business world.

Availability Measurement
03:54

A discussion of IT Service Continuity Management, Business Continuity Planning, Disaster Recovery Planning, and which areas of risk ITSCM and Availability Management cover.

IT Service Contintuity Management
07:54

Discusses how IT security aligns with business security to meet the needs of our customers. Its purpose, functions, and the standards associated with ISyM.

Information Security Management Process
06:57

A discussion of the Supplier Management Process, to include its purpose, functions, and the four types of suppliers used in the process.

Supplier Management Process
06:43

A discussion of the different roles in the Service Design phase...spoiler alert, they are very similar to the ones in Service Strategy.

Roles in Service Design
01:04

A very brief discussion of the importance of tools in the Service Design phase, including where to use them.

Tools in Service Design
01:26

This quiz provide a knowledge-check of the information covered in the Service Design.

Service Design
15 questions
+
Service Transition
22 Lectures 01:42:23

An brief overview of the Service Transition phase, to prepare us for our deep dive throughout this section of the course.

Service Transition (Overview)
02:27

This lesson covers the various objectives of the Service Transition phase.

Objectives of Service Transition
06:20

A discussion of the five types of outsourcing in the Service Transition phase. 

Outsourcing in Service Transition
03:51

Transition Planning and Support is the first process inside the Service Transition phase. It is important to note that this process doesnʼt actually do the Service Transition planning, but instead manages it. 

Transition Planning and Support
03:43

A good discussion of the Knowledge Management concepts, and how to best implement Knowledge Management in your organization. 

Knowledge Management
07:22

 A quick overview of the Service Asset and Configuration Management process, its functions, and key considerations. 

Service Asset and Configuration Management
04:32

This lesson provides all the essential definitions and concepts necessary to understand the Service Asset and Configuration Management process. 

SACM Definitions and Concepts
10:43

This lesson covers the 5 principles of SACM: Planned & Management, Identification, Control, Status Accounting, and Verification & Audit. 

SACM's 5 Principles
04:34

This lesson discusses change, and the purpose and functions of managing that change through Change Management. 

Change Management
06:28

This lesson cover the three types of changes: Emergency, Normal, and Standard. 

3 Types of Changes
07:40

This lesson covers the Change Process flow, and the relationship between each part of the change management lifecycle. 

Change Process Flow
08:51

This lesson covers the Change Advisory Board, the members, and their roles. 

Change Advisory Board
04:23

This lesson covers the Change Authority and who is really authorized to approve a given RFC. 

Change Authority
02:14

This lesson covers the various Change Models covered by the ITILv3 exam. 

Change Models
02:38

This lesson covers the various Change Documents in the ITILv3 exam. 

Change Documents
02:53

This lesson covers the Release and Deployment Management Process, its functions, and deliverables. 

Release and Deployment Management
06:25

This lesson covers the various assets in the Release and Deployment process, including Secure Repositories, Definitive Media Library, and the Definitive Spares. 

Release & Deployment Assets
04:24

This lesson discusses the various parts of the Release and Deployment process, its workflow, and stages. 

Release and Deployment Process
06:21

This lesson briefly covers the importance of the Service Validation and Testing process, even though it isnʼt testable on the ITILv3 Foundations exam. 

Service Validation and Testing Process
01:39

This lesson briefly covers the Change Evaluation process, even though it isnʼt testable on the ITILv3 Foundations exam. 

Change Evaluation
01:33

This lessons briefly discusses the roles in Service Transition...just like in Service Strategy and Service Design. 

Roles in Service Transition
01:09

A brief discussion of where to use tools in the Service Transition phase. 

Tools in Service Transition
02:13

This quiz provide a knowledge-check of the information covered in the Service Transition.

Service Transition
15 questions
+
Service Operations
25 Lectures 01:54:14

In this lesson, you will learn a generic overview of the Service Operation phase as we begin this new section of the course.

Service Operation (Overview)
03:28

In this lesson, you will learn the purpose and scope of the Service Operation phase, including its overarching goal (delivering agreed-upon services).

Objectives of Service Operation
02:22

In this lesson, you will learn about the core principles of service operation: Balance and Communication.

Principles of Service Operation
06:21

In this lesson, you will be presented with an overview of the event management process and its purpose.

Event Management
04:10

In this lesson, you will be presented with the three types of events: informational, warning, and exception.

Event Types
04:42

In this lesson, you will be presented with an overview of the incident management process and its purpose.

Incident Management - Purpose
02:44

In this lesson, you will be presented with coverage of the incident management process and its scope.

Incident Management - Scope
02:58

In this lesson, you will learn all about the incident management process.

Incident Management Process
09:22

In this lesson, you will briefly learn about what constitutes a major incident.

Major Incidents
03:08

In this lesson, you will learn about the importance of incident models in the incident handling process.

Models for Incident Handling
03:49

In this lesson, you will be presented with an overview of the problem management process and its purpose.

Problem Management
05:02

In this lesson, you will be presented with an overview of the problem management key concepts, such as problems, workarounds, known errors, and known error database (KEDB).

Problem Management Concepts
04:49

In this lesson, you will be presented with an overview of the problem management process, to include incident matching, process initiation, problem models, and major problems.

Problem Management Process
05:55

In this lesson, you will be presented with an overview of the request fulfillment process, its purpose, and functions.

Request Fulfillment Process
07:01

In this lesson, you will be presented with an overview of the access management process, its purpose, and functions.

Access Management
04:13

In this lesson, you will be presented with an overview of the Service Desk and its role.

The Service Desk
05:27

In this lesson, you will be presented with an overview of the Service Desk functions.

Service Desk Functions
06:18

In this lesson, you will be presented with an overview of the key attributes that make up a good Service Desk employee.

Service Desk Personnel
06:04

In this lesson, you will be presented with an overview of the Service Desk structures, to include local service desk, centralized service desks, virtual service desks, and follow-the-sun models.

Structure of the Service Desk
06:36

In this lesson, you will be presented with an overview of the IT Operational Management functions.

IT Operations Management
03:56

In this lesson, you will be presented with an overview of the Technical Management functions.

Technical Management
02:21

In this lesson, you will be presented with an overview of the Applications Management functions.

Applications Management
02:11

In this lesson, you will be presented with an overview of the Roles in Service Operation.

Roles in Service Operation
01:49

In this lesson, you will be presented with an overview of the Tools in Service Operation.

Tools in Service Operation
06:27

In this lesson, you will be learn to understand how the various process of the Service Operations phase coordinate with each other.

Service Operations Interactions
03:01

This quiz provide a knowledge-check of the information covered in Service Operations.

Service Operations
15 questions
+
Continual Service Improvement (CSI)
9 Lectures 49:22

In this lesson, you will receive a general overview of the Continual Service Improvement phase of the ITIL lifecycle before we begin to dive deeper in the other lectures in this section.

Continual Service Improvement (Overview)
04:10

In this lesson, you will learn about the 9 distinct principles and objectives that must be achieved during the Continual Service Improvement phase.

Objectives of Continual Service Improvement
04:49

In this lesson, we will focus on the Deming Cycle (Plan, Do, Check, Act) and the Continual Service Improvement Register.

Principles of CSI
08:32

In this lesson, we will break down each of the 7 steps in the Continual Service Improvement (CSI) Process. The CSI process is the only process in the CSI phase, so we need to understand it fully.

CSI Process
05:54

In this lesson, we look at how to implement the CSI Process in your organization, consider a real world example, and learn the 6 questions to ask during the CSI process.

An Approach to CSI
04:13

In this lesson, we will cover metrics, KPIs, CSFs, Objectives, measurements, and baselines.

Metrics and Measures
08:11

In this lesson, we will discuss the practical tips and tricks to getting your organization and its leadership onboard with Continual Service Improvement, and how to implement a culture of change.

Putting CSI Into Practice
08:54

In this lesson, you will learn about the varies roles that exist for the Continual Service Improvement phase.

Roles in CSI
01:49

In this lecture, we talk about the importance of tools in the CSI process and some examples of the tools we use to make the CSI process work efficiently.

Tools in CSI
02:50

You will be tested on your knowledge of the Continual Service Improvement phase, including its purpose, processes, and functions.

Continual Service Improvement (CSI)
10 questions
+
Practice Exam
0 Lectures 00:00

This is a realistic practice exam for the ITIL® v3 Foundations certification exam. Students should take this practice exam until they feel confident in their ability to answer the questions properly.

Practice Exam 1: ITIL® v3 Foundations
40 questions

This is a realistic practice exam for the ITIL® v3 Foundations certification exam. Students should take this practice exam until they feel confident in their ability to answer the questions properly.

Practice Exam 2: ITIL® v3 Foundations
40 questions
+
Conclusion
3 Lectures 02:37

A short congratulations message and a quick course closing message.

Conclusions and Congratulations!
01:21

In this bonus video, you will receive a quick thank you message from Jason and some special discounted coupon offers for graduates of the course ($10 special on any of Jason's other courses)!

BONUS: Thank you and Discounted Coupons for Jason's Other Courses
01:09

Congratulations flyer and coupons for Jason's ALL of other courses at just $10 each.

BONUS: PDF with Coupons for Jason's Other Courses
00:07
About the Instructor
Jason Dion
4.6 Average rating
549 Reviews
9,153 Students
6 Courses
Cybersecurity Expert (CISSP, CEH, Sec+, Net+, A+, ITIL v3)

Jason Dion, CISSP No. 349867, is a Adjunct Instructor at Liberty University’s College of Engineering and Computational Science and Anne Arundel Community College’s Department of Computing Technologies 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), Security+, Network+, A+, and Information Technology Infrastructure Library v3. With networking experience dating back to 1992, Jason has been a network engineer for the United States Navy Southern Command, served as the Deputy Director of the Theater Network Operations Center Middle East, and the Information Systems Officer for Navy Information Operations Command Maryland. He holds a Master’s of Science degree in Information Technology with a specialization in Information Assurance from University of Maryland University College, a Master’s of Arts and Religion in Pastoral Counseling, and a Bachelor’s of Science in Human Resources Management from New School University. He lives in the greater Washington D.C./Baltimore, Maryland area with his wife and two children.