Learning ITIL® (2019)
1h 20mBeginner2019-02-28
Authors
David Pultorak
Veteran IT Management Consultant and Founder of Pultorak & Associates
Course details
Learn the basics of both current versions of the world's most popular approach to IT service management: ITIL® v3 and ITIL® 4. Learn what ITIL® covers and why it matters to you and your organization. Learn the basics of ITIL® v3: the service lifecycle; processes and functions; and roles, technology and automation. Then compare the major differences in ITIL® 4: the four dimensions; the service value system; the service value chain; and the guiding principles, and practices. Instructor David Pultorak—an ITIL® contributor and consultant—also helps you learn the basics of ITIL® certification, including the ITIL® v3 and 4 certification schemes, and provides tips for passing the certification exam.
Learning objectives
Why ITIL® matters for you and your organization
Defining service management
Identifying ITIL® v3 processes and functions
Assessing ITIL® v3 roles, technology, and architecture
Comparing ITIL® v3 and 4
Identifying the 18 practices of ITIL® 4
Reviewing the ITIL® v3 and 4 certification scheme
Preparing to pass the ITIL® exam
Learning objectives
Why ITIL® matters for you and your organization
Defining service management
Identifying ITIL® v3 processes and functions
Assessing ITIL® v3 roles, technology, and architecture
Comparing ITIL® v3 and 4
Identifying the 18 practices of ITIL® 4
Reviewing the ITIL® v3 and 4 certification scheme
Preparing to pass the ITIL® exam
Skills covered
ITILAxelosIT Service ManagementLearningNetwork and System Administration
Concepts
Introduction
- Stand apart with ITIL knowledge and certification
- What you should know
Service Management and ITIL
- What is service
- What is IT service management (ITSM)
- ITIL in a nutshell
- What ITIL means for your organization
Learning ITIL v3 Basic Concepts
- Services, ITSM, the 4 Ps, and the service life cycle
- Terminology, key principles, and models
- ITIL v3 service strategy processes
- ITIL v3 service design processes
- ITIL v3 service transition processes
- ITIL v3 service operation processes
- ITIL v3 service operation functions
- ITIL v3 continual improvement process
- ITIL v3 roles, technology, and architecture
- ITIL v3 certification scheme
ITIL v4
- Why a new ITIL
- ITIL 4 vs v3 - Concepts and principles
- ITIL 4 vs v3 - Practices versus processes
- ITIL 4 - Service management 4 dimensions
- ITIL 4 - Service value chain
- ITIL 4 - Service value system
- ITIL 4 - Terminology and guiding principles
- ITIL 4 - 18 practices, part 1
- ITIL 4 - 18 practices, part 2
- ITIL 4 certification scheme
Certification Prep
- Prepare to pass the exam
- Taking the exam
Conclusion
- Next steps