Pass the ITIL Foundations Exam
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Pass the ITIL Foundations Exam

Everything you must know in order to pass the ITIL Foundations Examination
Best Seller
4.5 (493 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.
2,999 students enrolled
Created by Joseph Phillips
Last updated 5/2017
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Includes:
  • 5.5 hours on-demand video
  • 11 Articles
  • 2 Supplemental Resources
  • 1 Practice Test
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion

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What Will I Learn?
  • Pass the ITIL Foundations exam
  • Apply the principles of ITIL to their work environment
View Curriculum
Requirements
  • Basic understanding of how technology affects business
  • Prepare to dig into the material and pass the ITIL exam
Description

Pass the ITIL Foundations exam! In this exam-focused course we'll cover everything you must know to pass the ITIL Foundations exam. 

This course focuses on the very specific services, processes, and key terms that you'll be tested on during the your ITIL Foundations examination. We're going to focus on you studying to pass the exam, not just take the exam. This course is ideal for IT professionals looking to earn the first level in the ITIL certification series. It's based entirely on the ITIL Foundations course objectives - we're not covering items that you won't be tested on, only the exam objectives.

Taught by ITIL-certified professional Joseph Phillips, who has written books on Microsoft technologies, CompTIA certifications, and project management, this course is the right mix of lecture, assisted studying, and lots of practice exams. Don't delay any longer; get started today working towards passing the ITIL Foundations examination.

This course is worth six (6) Professional Development Units from PMI.

Who is the target audience?
  • ITIL Foundation exam candidates
  • Professional seeking more information on the ITIL exam
  • Project managers, business analysts, and technology professionals
Compare to Other ITIL Courses
Curriculum For This Course
76 Lectures
05:54:03
+
ITIL Qualification Scheme
5 Lectures 47:13

In this lecture, we’ll set the stage for the course. We’ll discuss the value of ITIL, the goals of this course, the instructor qualifications, and what it takes to pass the ITIL exam. We’ll also explore some of the basics of ITIL and build a solid foundation to learn what it takes to pass the ITIL examination.

Preview 05:46

ITIL (formerly known as the IT Infrastructure Library) is best practice for IT service management, which is used by many organizations around the world. A whole ITIL philosophy has grown up around the advice contained within the ITIL publications and the supporting certification and qualification scheme.

The purpose of the ITIL qualification scheme is to ensure that relevant and timely certifications are available to support the formalized learning requirements of individuals and organizations related to the ITIL service management practices.

The official ITIL qualification scheme is the only training and qualification scheme leading to official ITIL qualifications in IT service management.

What is ITIL?
06:21

The purpose of the ITIL Foundation certificate in IT service management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for service management.

The ITIL Foundation certificate in IT service management is not intended to enable the holders of the certificate to apply the ITIL practices for service management without further guidance.

The target group of the ITIL Foundation certificate in IT service management is drawn from:

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 who 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 program.

Preview 06:18

This exercise is repeated throughout the course. The ITIL examination will test your understanding of many ITIL terms. In order to pass the ITIL Foundations exam, you must know the key terms. It’s advised that you review each section and reference the list of key terms resource to reference the key terms of each section.

Exercise: Define the Key Terms
25:41

Complete this quiz to review what you've learned in this chapter. The questions are part of the learning experience; if you don't know the answer, research the terms in the question to better understand the question and its topic. You can do this!

Exercise: Chapter 1 Quiz
3 questions

Let’s wrap up this section with a quick review of what we’ve learned so far. In addition, the section wrap sections will make an excellent point of reference as you prepare to pass – not just take – the ITIL Foundations exam.

ITIL Qualification Scheme: Section Wrap
03:07
+
Introduction to Service Management
10 Lectures 50:16

In this section we’ll discuss several components of service management for your ITIL Foundations exam:

  • Service Assets
  • Components of a Service
  • Establishing Service Management
  • Service Providers and Customers
  • Processes, functions, and roles
  • Key Roles for the ITIL Examination
Service Management Section Overview
02:21

Assets are things that work in your favor. Service assets are the resources and capabilities in your organization. To create value in the form of goods and services, an organization needs assets. A service asset is any resource or capability used by a service provider to deliver services to a customer

Define the Service Assets
04:36

There are many different components of a service that you’ll need to know for the ITIL Foundations exam – and we’ll cover them all in this lecture. All the components of the service and their interrelationships have to be considered, ensuring that the services delivered meet new and evolving business needs.

Review the Components of a Service
09:26

Service management is what enables a service provider to understand the services they are providing; to ensure that the services really do facilitate the outcomes their customers want to achieve; to understand the value of the services to their customers; and to understand and manage all the costs and risks associated with those services.

Establish Service Management
04:11

Stakeholders, users, customers: whatever you call them, you’ll have to be able to identify the people and groups that purchase, use, and influence your services. In this lecture we’ll discuss service providers and the people and groups they interact with.

Compare and Contrast: Service Providers and Customers
05:02

Your ITIL Foundations exam will test your knowledge of the terms that describe your processes, functions, and roles in a service organization. Processes, functions and roles are key service management capabilities of an organization. 

Explore the Processes, Functions, and Roles of ITIL
09:35

A role is a set of responsibilities, activities and authorities assigned to a person or team. A role is defined in a process or function. The specific roles within service management all require specific skills, attributes and competences from the people involved to enable them to work effectively and efficiently. However, whatever the role, it is imperative that the person carrying out that role has the correct attributes, skills, and competence in a service organization to be effective.

List the Key Roles for the ITIL Examination
07:23

For your exam you’ll need to know the best practice of service management. IT services that are seen by the customer are called customer-facing services. These are typically services that support the customer’s business processes, directly facilitating some outcomes desired by the customer.

Just as there are internal and external customers, there are internal and external customer-facing services. Internal customer-facing services are delivered between departments or business units in the same organization. External customer-facing services are delivered to external customers.

Examine the Best Practices of Service Management
03:11

This exercise is repeated throughout the course. The ITIL examination will test your understanding of many ITIL terms. In order to pass the ITIL Foundations exam, you must know the key terms. It’s advised that you review each section and reference the list of key terms resource to reference the key terms of each section.

Exercise: Define the Key Terms
00:15

Complete this quiz to test your knowledge of what you've learned in this section. The ITIL exam has very direct questions - no trick questions - if you've a good grasp of the material you'll do fine. Key terms are a must-know in order to pass the ITIL exam.

Exercise: Chapter 2 Quiz
10 questions

Let’s wrap up this section with a quick review of what we’ve learned so far. In addition, the section wrap sections will make an excellent point of reference as you prepare to pass – not just take – the ITIL Foundations exam.

Section Wrap: Service Management
04:16
+
ITIL Service Lifecycle
5 Lectures 26:13

In this section we’ll discuss the service management practices, why organizations choose ITIL, the service management lifecycle, and there are plenty of key terms too. You’re making progress – keep going! You can do this!

Introduce ITIL Service Lifecycle: Section Overview
01:50

ITIL is the most widely recognized framework for IT service management in the world. In the 25 years since it was commenced, ITIL has evolved and changed its breadth and depth from a specialized set of service management topics with a focus on functions, to a process-based framework, and now to a broader set of capability-based practices providing a holistic service lifecycle.

ITIL is not a standard that has to be followed. It is guidance that should be read and understood, and used to create value for the service provider and its customers. In other words it should be adopted and adapted to work in the specific environments of the service provider in ways that meet the needs of the service provider.

ITIL Service Management Practices
08:19

In this lecture, we’ll discuss the service lifecycle you’ll need to know for the ITIL exam:

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement


Break Down the Service Lifecyle
12:30

This exercise is repeated throughout the course. The ITIL examination will test your understanding of many ITIL terms. In order to pass the ITIL Foundations exam, you must know the key terms. It’s advised that you review each section and reference the list of key terms resource to reference the key terms of each section.

Exercise: Define the Key Terms
00:15

Complete this quiz to test your knowledge of what you've learned in this section. The ITIL exam has very direct questions - no trick questions - if you've a good grasp of the material you'll do fine. Key terms are a must-know in order to pass the ITIL exam.

Exercise: Chapter 3 Quiz
3 questions

Let’s wrap up this section with a quick review of what we’ve learned so far. In addition, the section wrap sections will make an excellent point of reference as you prepare to pass – not just take – the ITIL Foundations exam.

Section Wrap: IT Service Lifecycle
03:19
+
ITIL Service Strategy
11 Lectures 57:45

Service strategy establishes an overall strategy for services and service management – not only as an organizational capability but as a strategic asset. The purpose of the service strategy stage is to define the perspective, position, plans and patterns that a service provider needs to execute in order to meet an organization’s business outcomes.

Introduce Service Strategy: Section Overview
02:07

Service strategy covers generic principles and processes of service management and how these generic principles are applied consistently to the management of IT services.

The guidance is intended for use by both internal and external service providers, and includes practices for organizations which are required to offer IT services as a profitable business, as well as those required to offer IT services to other business units within the same organization – at no profit.

Define the Service Strategy Scope
04:39

In this lecture, we’ll examine the value of Service Strategy. By adopting and implementing consistent approaches for service strategy will enable the service provider to link its activities to outcomes that are critical to the customers. As a result, the service provider will be seen to be contributing to the value (and not just the costs) of the organization.

Analyze the Business Value of Service Strategy
06:33

The value of a service is the level to which that service meets a customer’s expectations. Unlike products, services do not have much intrinsic value. The value of a service comes from what it enables someone to do. Value is defined by the customer and the service provider works to achieve the expected value.

Key Principles of Service Strategy
12:34

A service portfolio describes a provider’s services in terms of business value. It articulates business needs and the provider’s response to those needs.

The service portfolio is the complete set of services that are managed by a service provider. The service portfolio represents the commitments and investments made by a service provider across all customers, market spaces and stages of the service lifecycle. The portfolio management approach helps managers to prioritize investments and improve the allocation of resources Service Portfolio.

Examine the Service Portfolio
06:03

Discover the Service Catalogue
04:03

In this lecture we’ll discuss the business case of the service catalog and the governance of the service catalogue. A business case is a decision support and planning tool. It describes the objectives and the likely outcomes of a business decision. The outcomes can take on qualitative and quantitative dimensions. Governance ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.

Describe the Business Case and Governance
04:05

Risk assessment and risk management should be applied to identify and mitigate risks within all parts of the service lifecycle. Risk is a possible event that could cause harm or loss, or affect the ability to achieve objectives.

Identify and Manage Risks
03:40

For the ITIL exam, you’ll need to be able to recognize and, to some extent, define the three service strategy processes:

  • Service portfolio management
  • Financial management for IT services
  • Business relationship management
Define the Service Strategy Processes
10:00

This exercise is repeated throughout the course. The ITIL examination will test your understanding of many ITIL terms. In order to pass the ITIL Foundations exam, you must know the key terms. It’s advised that you review each section and reference the list of key terms resource to reference the key terms of each section.

Exercise: Define the Key Terms
00:15

Complete this quiz to test your knowledge of what you've learned in this section. The ITIL exam has very direct questions - no trick questions - if you've a good grasp of the material you'll do fine. Key terms are a must-know in order to pass the ITIL exam.

Exercise: Chapter 4 Quiz
10 questions

Let’s wrap up this section with a quick review of what we’ve learned so far. In addition, the section wrap sections will make an excellent point of reference as you prepare to pass – not just take – the ITIL Foundations exam.

Section Wrap
03:46
+
ITIL Service Design
10 Lectures 01:02:30

In this lecture, we’ll discuss the Service Design stage, its purpose and objectives, business value, processes, and other facts you’ll need to know for the ITIL Foundations exam. The service design stage takes business requirements and creates services, their supporting practices and management tools which meet business demands for quality, reliability and flexibility.

Service Design Section Overview
02:23

The main objective of service design is to design IT services so effectively that minimal improvement during their lifecycle will be required. The purpose of the service design stage of the lifecycle is to:

  • Design IT services, together with the governing IT practices, processes and policies, to realize the service provider’s strategy
  • Facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision.
Recognize Service Design Purpose and Objectives
04:01

With good service design it will be possible to deliver quality and cost-effective services, and ensure that the business requirements are being met consistently. As with all business value objectives, the focus is on ensuring financial management and value for the customers and business.

Describe the Service Design Business Value
09:01

The ITIL Foundation exam includes the following service design processes:

  • Design coordination
  • Service catalogue management
  • Service level management
  • Supplier management
  • Availability management
  • Capacity management
  • IT service continuity management
  • Information security management
Compose the Service Design Processes
06:52

A service level agreement (SLA) is an agreement between an IT service provider and a customer. An SLA describes the IT service, documents service level targets and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers.

Critique Service Level Agreements
12:56

Availability management is the process responsible for ensuring that IT services meet the current and future availability needs of the business. Availability management defines, analyses, plans, measures and improves all aspects of the availability of IT services, and ensures that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed service level targets for availability.

Describe Availability Management
09:29

Capacity management is the process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed capacity- and performance-related requirements. Capacity management includes three sub-processes: business capacity management, service capacity management, and component capacity management.

Recognize the Characterisitics of Capacity Management
07:02

IT service continuity management is the process responsible for managing risks that could seriously affect IT services. IT service continuity management ensures that the IT service provider can always provide minimum agreed service levels, by reducing the risk to an acceptable level and planning for the recovery of IT services. IT service continuity management supports business continuity management.

Create IT Service Continuity Management
05:39

This exercise is repeated throughout the course. The ITIL examination will test your understanding of many ITIL terms. In order to pass the ITIL Foundations exam, you must know the key terms. It’s advised that you review each section and reference the list of key terms resource to reference the key terms of each section.

Exercise: Define the Key Terms
00:15

Complete this quiz to test your knowledge of what you've learned in this section. The ITIL exam has very direct questions - no trick questions - if you've a good grasp of the material you'll do fine. Key terms are a must-know in order to pass the ITIL exam.

Exercise: Chapter 5 Quiz
10 questions

Let’s wrap up this section with a quick review of what we’ve learned so far. In addition, the section wrap sections will make an excellent point of reference as you prepare to pass – not just take – the ITIL Foundations exam.

Section Wrap
04:52
+
Service Transition
9 Lectures 44:35

Service transition packages, builds, tests, evaluates, deploys, transfers or retires new or changed services or service components. In addition, service transition manages knowledge, information and data required by the service provider, and it manages risks relating to service transition.

Service Transition Section Overview
01:58

The purpose of the service transition stage is to ensure that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle.

Explore Service Transition Purpose and Objectives
03:05

Adopting and implementing consistent approaches for service transition will:

  • Enable projects to estimate the cost, timing, resource requirement and risks associated with the service transition stage more accurately
  • Result in higher volumes of successful change
  • Enable service transition assets to be shared and re-used across projects and services
  • Reduce delays from unexpected clashes and dependencies – for example, if multiple projects need to use the same test environment at the same time
  • Increase confidence that the new or changed service can be delivered to specification without unexpectedly affecting other services or stakeholders.
Define Service Transition Business Value
05:25

Service asset and configuration management (SACM) is the process responsible for managing assets vital to running the customer’s or organization’s business.

The purpose of the service asset and configuration management process is to ensure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets.

Review Service Asset and Configuration Management
08:42

Change is inevitable is service management organizations. This lecture will discuss the change management approach, the processes needed to manage the change, and how best to communicate the change. You’ll need to know the change types and their characteristics for the ITIL Foundations exam.

Describe the Change Management Processes
10:13

Release and deployment management is the process responsible for delivering new functionality required while protecting the integrity of existing services. The purpose of the release and deployment management process is to plan, schedule and control the build, test and deployment of releases, and to deliver new functionality required by the business while protecting the integrity of existing services.

Configure Release and Deployment Management
06:04

Knowledge management is the process responsible for sharing service perspectives, ideas, experience and information to improve service efficiency and enable informed decisions. The purpose of the knowledge management process is to share perspectives, ideas, experience and information, and to ensure that these are available in the right place and at the right time. The knowledge management process enables informed decisions and improves efficiency by reducing the need to rediscover knowledge.

Apply ITIL Knowledge Management
04:23

This exercise is repeated throughout the course. The ITIL examination will test your understanding of many ITIL terms. In order to pass the ITIL Foundations exam, you must know the key terms. It’s advised that you review each section and reference the list of key terms resource to reference the key terms of each section.

Exercise: Define the Key Terms
00:15

Complete this quiz to test your knowledge of what you've learned in this section. The ITIL exam has very direct questions - no trick questions - if you've a good grasp of the material you'll do fine. Key terms are a must-know in order to pass the ITIL exam.

Exercise: Chapter 6 Quiz
10 questions

Let’s wrap up this section with a quick review of what we’ve learned so far. In addition, the section wrap sections will make an excellent point of reference as you prepare to pass – not just take – the ITIL Foundations exam.

Section Wrap
04:30
+
Service Operations
5 Lectures 12:08

Strategic objectives are ultimately realized through service operation, requiring effective and efficient delivery and support of services to ensure value for the customer and the service provider. The purpose of the service operation stage is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation is also responsible for the ongoing management of the technology that is used to deliver and support services.

Service Operation Section Overview
01:58

Effective communication in service operation ensures that all teams and departments are able to execute the standard activities involved in delivering services and managing the infrastructure. Issues can often be prevented or mitigated with appropriate communication.

An important principle is that all communication must have an intended purpose or a resultant action. In addition, that the audience should have been actively involved in determining the need for that communication and what they will do with the information.


Describe the Key Principles of Service Operation
03:03

A service desk is a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service activities, usually made via telephone calls or web interface, or automatically reported infrastructure events. For your ITIL Foundations exam you’ll need to understand the responsibilities and characteristics of the service desk. You’ll also need to recognize the four types of service desks. 

Define the Service in Service Operations
03:50

This exercise is repeated throughout the course. The ITIL examination will test your understanding of many ITIL terms. In order to pass the ITIL Foundations exam, you must know the key terms. It’s advised that you review each section and reference the list of key terms resource to reference the key terms of each section.

Exercise: Define the Key Terms
00:15

Complete this quiz to test your knowledge of what you've learned in this section. The ITIL exam has very direct questions - no trick questions - if you've a good grasp of the material you'll do fine. Key terms are a must-know in order to pass the ITIL exam.

Exercise: Chapter 7 Quiz
10 questions

Let’s wrap up this section with a quick review of what we’ve learned so far. In addition, the section wrap sections will make an excellent point of reference as you prepare to pass – not just take – the ITIL Foundations exam.

Section Wrap
03:02
+
Continuing Service Improvement Section
8 Lectures 26:43

In this lecture, we’ll discuss the goals and concepts of continual service improvement. Continual service improvement is responsible for managing improvements to services and service assets to align these with changing business needs. The performance of the service provider is continually measured, and improvements are made to services, capabilities and resources in order to increase efficiency, effectiveness and cost effectiveness.

Continuing Service Improvement Section Overview
01:33

The purpose of the continual service improvement (CSI) stage is to align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes. These improvement activities support the lifecycle approach through service strategy, service design, service transition and service operation. Continual service improvement is always seeking ways to improve service effectiveness, process effectiveness and cost effectiveness.

Review Continuing Service Improvement Purpose and Objectives
02:31

In this lecture on continual service improvement we will cover:

  • The overall health of IT service management as a discipline
  • The continual alignment of the service portfolio with current and future business needs
  • The maturity and capability of the organization, management, processes and people utilized by the services
  • Continual improvement of all aspects of the IT services and the service assets that support them.
  • Only one process is within the scope of continual service improvement: the seven-step improvement process, which we’ll discuss coming up
Create the Scope and Business Value of CSI
03:06

The Plan-Do-Check-Act Cycle (Deming) is a critical piece of the CSI Model. There are also some key questions to guide actions within continuing service improvements. There are some key questions that will assist the business in making decisions about whether a CSI initiative is warranted or not:

  • What is the vision?
  • Where are we now?
  • Where do we want to be?
  • How do we get there?
  • Did we get there?
Explain the Continuing Service Improvement Key Principles
05:02

Metrics define what is to be measured. Metrics are usually specialized by the subject area, in which case they are valid only within a certain domain and cannot be directly benchmarked or interpreted outside it. Generic metrics, however, can be aggregated across subject areas or business units of an enterprise.

List the Components of Vision to Measurements
05:28

You will need to know the seven-step improvement process for your ITIL Foundations exam. Be sure to memorize (yes, memorize!) these seven steps so you’ll be certain to answer these questions correctly on your exam. 

Memorize the Seven-Step Improvement Process
06:22

This exercise is repeated throughout the course. The ITIL examination will test your understanding of many ITIL terms. In order to pass the ITIL Foundations exam, you must know the key terms. It’s advised that you review each section and reference the list of key terms resource to reference the key terms of each section.

Exercise: Define the Key Terms
00:15

Complete this quiz to test your knowledge of what you've learned in this section. The ITIL exam has very direct questions - no trick questions - if you've a good grasp of the material you'll do fine. Key terms are a must-know in order to pass the ITIL exam.

Exercise: Chapter 8 Quiz
10 questions

Let’s wrap up this section with a quick review of what we’ve learned so far. In addition, the section wrap sections will make an excellent point of reference as you prepare to pass – not just take – the ITIL Foundations exam.

Section Wrap
02:26
+
Service Management Technology
6 Lectures 10:36

Technology plays a major role in service management, and mechanisms for maintaining and maximizing benefit from that technology must be in place. Service management technology enables communication between service providers and customers

Section Overview: Service Management Technology
01:05

How do customers interact with the IT service organization is often dictated by the technology model chosen for the environment. There are five modes in which technology interacts with a service provider’s customers we’ll discuss in this lecture.

Compare and Contrast Technology Interactions
02:52

Automation should be considered to improve the utility and warranty of services. The capacity of automated resources can be more easily adjusted in response to variations in demand volumes. Many optimization problems, such as scheduling, routing and allocation of resources, require computing power that is beyond the capacity of human agents.

Explain Service Automation
02:24

Information is static. It only becomes knowledge when placed in the context of patterns and their implications. Those patterns give a high level of predictability and reliability on how the data will change over time. By understanding patterns of information, we can answer ‘How?’ questions such as:

  • How does this incident affect the service?
  • How is the business impacted?
  • How do we respond?
Describe Service Analytics
02:07

This exercise is repeated throughout the course. The ITIL examination will test your understanding of many ITIL terms. In order to pass the ITIL Foundations exam, you must know the key terms. It’s advised that you review each section and reference the list of key terms resource to reference the key terms of each section.

Exercise: Define the Key Terms
00:15

Complete this quiz to test your knowledge of what you've learned in this section. The ITIL exam has very direct questions - no trick questions - if you've a good grasp of the material you'll do fine. Key terms are a must-know in order to pass the ITIL exam.

Exercise: Chapter 9 Quiz
10 questions

Let’s wrap up this section with a quick review of what we’ve learned so far. In addition, the section wrap sections will make an excellent point of reference as you prepare to pass – not just take – the ITIL Foundations exam.

Section Wrap
01:53
+
How It All Fits Together
5 Lectures 07:30

Stages of the lifecycle work together as an integrated system to support the ultimate objective of service management for business value realization. Every stage is interdependent. Each lifecycle stage is dependent on input from and provides output to the other stages in the lifecycle.

How It All Fits Together Section Overview
01:04

Organizations need a collaborative approach for the management of assets which are used to deliver and support services for their customers.

Organizations should function in the same manner as a high-performing sports team. Each player in a team, and each member of the team’s organization who is not a player, positions themselves to support the goal of the team. Each player and team member has a different specialization that contributes to the whole. The team matures over time, taking into account feedback from experience, best practice, current process and procedures to become an agile high-performing team.

Contrast Specialization and Coordination
02:14

Each activity in a service management process should be monitored. The role of operational monitoring and control is to ensure that the process or service performs exactly as specified, which is why monitoring and control are primarily concerned with maintaining the status quo.

Monitor and Control the IT Services
01:42

This exercise is repeated throughout the course. The ITIL examination will test your understanding of many ITIL terms. In order to pass the ITIL Foundations exam, you must know the key terms. It’s advised that you review each section and reference the list of key terms resource to reference the key terms of each section.

Exercise: Define the Key Terms
00:15

Complete this quiz to test your knowledge of what you've learned in this section. The ITIL exam has very direct questions - no trick questions - if you've a good grasp of the material you'll do fine. Key terms are a must-know in order to pass the ITIL exam.

Exercise: Chapter 10 Quiz
10 questions

Let’s wrap up this section with a quick review of what we’ve learned so far. In addition, the section wrap sections will make an excellent point of reference as you prepare to pass – not just take – the ITIL Foundations exam.

Section Wrap
02:15
1 More Section
About the Instructor
Joseph Phillips
4.6 Average rating
13,462 Reviews
61,271 Students
25 Courses
PMP, PMI-ACP, Project+, ITIL, Certified Technical Trainer

Joseph Phillips has more than 15 years’ experience as a project management consultant, educator, technology consultant, business owner, and technical writer. He has consulted as a project manager for a range of businesses, including startups, hospitals, architectural firms, and manufacturers.  Joseph is passionate about helping students pass the PMP certification exam.  He has created and led both in-person and web-based seminars on project management, PMP certification, IT project management, program management, writing, business analysis, technical writing, and related topics.  Joseph has written, co-authored, or served as technical editor to more than 35 books on technology, careers, project management, and goal setting for MacMillan, McGraw-Hill, Pearson Education, and AMA Press.

Certifications:

Project Management Professional (PMP)

PMI-Agile Certified Practitioner (PMI-ACP)

CompTIA Project+ Professional

CompTIA Certified Technical Trainer+

Certified ITIL Foundations Professional

Author of:

PMP Project Management Professional Study Guide, McGraw-Hill

CAPM/PMP All-in-One Exam Guide, McGraw-Hill

PMP Project Management Lab Book, McGraw-Hill

The Certified Technical Trainer All-in-One Exam Guide, McGraw-Hill

IT Project Management: On Track from Start to Finish, McGraw-Hill

Project Management for Small Business, American Management Association 

Software Project Management for Dummies, For Dummies Publisher

The Lifelong Project, Amazon CreateSpace

Vampire ManagementWhy Your Job Sucks, Amazon CreateSpace