Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

Course details

The Putting ITIL® Into Practice series is designed to help ITIL® Foundation-certified professionals apply the concepts they have learned. It offers a fresh, agile, and directly applicable approach to help individuals, teams, and organizations implement ITIL®. This course introduces the seven ways framework for applying ITIL® Foundation concepts, with all new content for ITIL® 4—the version that brings IT service management concepts into the cloud-based era. Instructor David Pultorak covers how to apply the topics covered in ITIL® 4 Foundation: the four dimensions of service management, the ITIL® service value system, ITIL® guiding principles, service value chain activities, and ITIL® service management practices. In each chapter, David provides tips for moving concepts into practice. He helps you think through dos and don'ts and provides valuable references and resources for learning more.

Learning objectives
Seven ways to apply service management
Service management key concepts
Applying the four dimensions of service management
Applying service value systems
ITIL® guiding principles
Service value chain activities
Service management practices

Concepts

0. Introduction

01 - ITIL 4 in the real world
02 - What you should know

1. ITIL Foundation Concepts

03 - What your ITIL Foundation course covered

2. Seven Ways to Apply ITIL Foundation Concepts

04 - Seven ways to apply service management
05 - Enact outcomes
06 - Enable outcomes
07 - Enlighten and empower people
08 - Reduce barriers and increase enablers
09 - Improve moments of truth
10 - Bring the first four ways together
11 - Root out variation
12 - Root out dependency
13 - Lower transaction costs
14 - Reflect and act

3. Service Management Key Concepts

15 - Apply key service management concepts
16 - Services and service management
17 - Create value with services
18 - Service relationships

4. Service Management Dimensions

19 - Apply the four dimensions
20 - Organizations and information dimensions
21 - Partners and process dimensions

5. Service Value System

22 - Apply service value system
23 - Apply service value system components

6. Service Management Guiding Principles

24 - Apply the ITIL guiding principles
25 - Apply guiding principles, part 1
26 - Apply guiding principles, part 2

7. Service Value Chain Activities

27 - Apply the ITIL service value chain
28 - Apply value chain activities, part 1
29 - Apply value chain activities, part 2

8. 18 Practices

30 - Apply ITIL management practices
31 - Apply general management practices
32 - Service management practices, part 1
33 - Service management practices, part 2
34 - Service management practices, part 3
35 - Service management practices, part 4
36 - Service management practices, part 5
37 - Service management practices, part 6
38 - Apply the deployment management practice

Conclusion

39 - Next steps