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Itil 4 Foundation (2024) - OneDDL - 05-30-2024 Free Download Itil 4 Foundation (2024) Published 5/2024 MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz Language: English | Size: 1.26 GB | Duration: 7h 39m Understanding the Key Concepts, Principles, and Models of ITIL v4 What you'll learn The key concepts, principles, and models of ITIL v4 service management The ITIL service value system and how it aligns with organizational objectives The four dimensions of service management and their importance The four dimensions of service management and their importance The 7 ITIL guiding principles for effective service management The 34 ITIL practices and how they support service delivery Practical application of ITIL concepts through case studies and exercises Strategies for implementing and continually improving ITIL-based service management Requirements No prior ITIL experience required: The ITIL v4 Foundation course is designed for beginners and does not require any previous ITIL knowledge or certification. General IT or business experience: While not strictly mandatory, some level of experience working in an IT or business environment is often recommended. This helps participants better relate the ITIL concepts to real-world scenarios. Familiarity with IT service management: A basic understanding of IT service management principles and processes can be beneficial, but is not an absolute prerequisite. English proficiency: Since the course materials and exam are typically provided in English, a good command of the English language is usually required. Availability and commitment: Participants should be able to dedicate the necessary time and attention to attend the course sessions and prepare for the certification exam. Access to course materials: Depending on the training provider, participants may need to obtain the official ITIL v4 Foundation publication or have access to digital course materials. Exam registration: Participants are typically required to register for the ITIL v4 Foundation certification exam, which is often scheduled as part of the course or can be taken separately. Organizational support (optional): In some cases, employers or organizations may require or encourage their employees to obtain the ITIL v4 Foundation certification, providing the necessary resources and support. Description ITIL v4 Foundation Course: Mastering the Fundamentals of Service ManagementCourse Overview: The ITIL v4 Foundation course is designed to provide participants with a comprehensive understanding of the key concepts, principles, and models that underpin effective service management. This course serves as the foundational step in the ITIL certification journey, equipping learners with the knowledge and skills necessary to successfully implement and manage IT services within their organizations.Learning Objectives:Understand the key concepts, principles, and models of ITIL v4 service management.Explore the ITIL service value system and its alignment with organizational objectives.Examine the four dimensions of service management and their importance in delivering value.Gain insights into the ITIL service value chain and its key activities.Familiarize with the 7 ITIL guiding principles for effective service management.Discover the 34 ITIL practices and their role in supporting service delivery.Apply ITIL concepts through case studies, exercises, and practical scenarios.Develop strategies for implementing and continually improving ITIL-based service management.Course Content:Introduction to ITIL v4 and Service ManagementThe evolution of ITIL and its role in modern service managementKey concepts and terminology in ITIL v4The ITIL Service Value SystemUnderstanding the ITIL service value systemAligning service management with organizational objectivesThe Four Dimensions of Service ManagementOrganizations and peopleInformation and technologyPartners and suppliersValue streams and processesThe ITIL Service Value ChainThe key activities of the ITIL service value chainIntegrating the service value chain with the four dimensionsITIL Guiding PrinciplesThe 7 ITIL guiding principles for effective service managementApplying the guiding principles in practiceITIL PracticesOverview of the 34 ITIL practicesLeveraging ITIL practices to support service deliveryImplementing and Improving ITIL-based Service ManagementStrategies for successful ITIL implementationContinuous improvement and service management maturityCertification Preparation: The ITIL v4 Foundation course prepares participants for the ITIL v4 Foundation certification exam, which is the first step in the ITIL certification path. Upon successful completion of the exam, learners will receive the ITIL v4 Foundation certification, demonstrating their proficiency in the fundamental principles and practices of service management.Target Audience: This course is designed for a wide range of professionals, including:IT managers and professionalsService delivery and support personnelProject managers and business analystsConsultants and service providersAnyone interested in developing a strong foundation in ITIL service managementDelivery Methods: The ITIL v4 Foundation course can be delivered through various formats, including:Instructor-led classroom trainingVirtual instructor-led trainingSelf-paced online learningBlended learning approachesBy completing this course, participants will gain a solid understanding of ITIL v4 principles and practices, enabling them to contribute to the effective delivery and management of IT services within their organizations. Overview Section 1: Introduction Lecture 1 Course Overview : ITIL 4 Foundation Section 2: ITIL 4 Overview Lecture 2 Introduction Lecture 3 What is ITIL? Lecture 4 Organizations Involved in Maintaining ITIL Lecture 5 ITIL 4 Certification Scheme Lecture 6 ITIL Today Lecture 7 Benefits of ITIL (Information Technology Infrastructure Library) Lecture 8 Diagram of the ITIL Service Value System Lecture 9 Components of the ITIL Service Value System Lecture 10 Diagram of the Four Dimensions of Service Management Lecture 11 The Four Dimensions of Service Management Lecture 12 Lab : Discussing ITIL Basics Lecture 13 Service Management Lecture 14 Products and Services Lecture 15 Co-Creation of Value Lecture 16 Organizations Lecture 17 Service Providers Lecture 18 Service Consumers Lecture 19 Service Consumer Types Lecture 20 Stakeholders and Value Alignment Lecture 21 Service Offerings Lecture 22 Service Offering Components Lecture 23 Service Relationship Lecture 24 Service Provision Lecture 25 Service Consumption Lecture 26 Service Relationship Management Lecture 27 The Service Relationship Model Lecture 28 Value Lecture 29 Output and Outcomes Lecture 30 Service Relationship Lecture 31 Service Relationship (Utility and Warranty) Lecture 32 Lab : Discussing the Key Concepts of ITIL Section 3: The ITIL Framework Lecture 33 Introduction : The ITIL Framework Lecture 34 The Four Dimensions of Service Management Lecture 35 A Holistic Approach to Value Delivery Lecture 36 Organizations Lecture 37 People Lecture 38 Information and Technology Lecture 39 Information Considerations Lecture 40 Technology Questions Lecture 41 Partners and Suppliers Lecture 42 Strategic Factors Lecture 43 Value Streams Lecture 44 Processes Lecture 45 External Factors Lecture 46 Lab : Discussing the Four Dimensions of Service Management Lecture 47 Opportunity and Demand Lecture 48 What is a Guiding Principle? Lecture 49 The Seven Guiding Principles Lecture 50 Governing Bodies Lecture 51 Governance Activities Lecture 52 The Service Value Chain Lecture 53 The Service Value Chain Activities Lecture 54 Definition of ITIL Practices Lecture 55 General Management Practices Lecture 56 Service Management Practices Lecture 57 Technical Management Practices Lecture 58 Continual Improvement Lecture 59 Lab : Discussing the Service Value System Section 4: The ITIL Guiding Principles Lecture 60 Introduction : The ITIL Guiding Principles Lecture 61 Focus on Value Lecture 62 Customer Experience (CX) Lecture 63 Apply the Principle Lecture 64 Lab : Discussing the Focus on Value Principle Lecture 65 Start Where You Are Lecture 66 Apply the Principle Lecture 67 Lab : Discussing the Start Where You Are Principle Lecture 68 Progress Iteratively with Feedback Lecture 69 Feedback Lecture 70 Time-Boxing Lecture 71 Apply the Principle Lecture 72 Lab : Discussing the Progress Iteratively with Feedback Principle Lecture 73 Collaborate and Promote Visibility Lecture 74 Stakeholder Identification Lecture 75 Communications Lecture 76 Make Work Visible Lecture 77 A Sample Kanban Board Lecture 78 Apply the Principle Lecture 79 Lab : Discussing the Collaborate and Promote Visibility Principle Lecture 80 Think and Work Holistically Lecture 81 Apply the Principle Lecture 82 Lab : Discussing the Think and Work Holistically Principle Lecture 83 Keep It Simple and Practical Lecture 84 Manage Conflicting Objectives Lecture 85 Apply the Principle Lecture 86 Lab : Discussing the Keep It Simple and Practical Principle Lecture 87 Optimize and Automate Lecture 88 Optimization Steps Lecture 89 Automation Lecture 90 Apply the Principle Lecture 91 Lab : Discussing the Optimize and Automate Principle Lecture 92 Interaction Between the Principles Lecture 93 Lab : Discussing the Interaction Between the Principles Section 5: The ITIL Service Value System Lecture 94 Introduction : The ITIL Service Value System Lecture 95 Governing Bodies Lecture 96 Governance Activities Lecture 97 The Evaluate Activity Lecture 98 The Direct Activity Lecture 99 The Monitor Activity Lecture 100 The Role of Governance in the Service Value System Lecture 101 Guidelines for Establishing Governance in the Service Value System Lecture 102 Lab : Discussing Governance in the Service Value System Lecture 103 The Service Value Chain Lecture 104 Inputs and Outputs Lecture 105 The Plan Activity Lecture 106 The Improve Activity Lecture 107 The Engage Activity Lecture 108 The Design and Transition Activity Lecture 109 The Obtain/Build Activity Lecture 110 The Deliver and Support Activity Lecture 111 Lab : Discussing the Service Value Chain Lecture 112 Relationships of Continual Improvement Model, Value Chain, and Practices Lecture 113 The Continual Improvement Model Lecture 114 What Is the Vision? Lecture 115 Where Are We Now? Lecture 116 Where Do We Want to Be? Lecture 117 How Do We Get There? Lecture 118 Take Action Lecture 119 Did We Get There? Lecture 120 How Do We Keep the Momentum Going? Lecture 121 How Continual Improvement Maps to Guiding Principles Lecture 122 Theory of Constraints Lecture 123 Lab : Discussing the Continual Improvement Model Section 6: Key ITIL Practices Lecture 124 Introduction : Key ITIL Practices Lecture 125 ITIL Practices Redefined Lecture 126 Purpose of Continual Improvement Lecture 127 Key Activities Lecture 128 Continual Improvement Methods and Techniques Lecture 129 Sample SWOT Analysis Lecture 130 Continual Improvement Register Lecture 131 Continual Improvement Heat Map and Value Chain Lecture 132 Lab : Analyzing the Continual Improvement Practice Lecture 133 Purpose of Service Level Management Lecture 134 Service Level Agreements Lecture 135 Service Level Agreement Requirements Lecture 136 Customer Engagement and Feedback Lecture 137 Metrics Lecture 138 Service Level Management Heat Map and Value Chain Lecture 139 Lab : Analyzing the Service Level Management Practice Lecture 140 Purpose of Change Enablement Lecture 141 Changes Lecture 142 Types of Changes Lecture 143 Change Schedule Lecture 144 Change Enablement Heat Map and Value Chain Lecture 145 Lab : Analyzing the Change Enablement Practice Lecture 146 Purpose of Incident Management Lecture 147 Incidents Lecture 148 Incident Diagnosis and Resolution Lecture 149 Incident Management Lecture 150 Incident Management and Suppliers Lecture 151 Swarming Lecture 152 Incident Management Heat Map and Value Chain Lecture 153 Lab : Analyzing the Incident Management Practice Lecture 154 Purpose of Service Request Management Lecture 155 Service Requests Lecture 156 Guidelines for Handling Service Requests Lecture 157 Service Request Management Heat Map and Value Chain Lecture 158 Lab : Analyzing the Service Request Management Practice Lecture 159 Purpose of Service Desk Lecture 160 Service Desk Lecture 161 Access Channels Lecture 162 Training and Competencies Lecture 163 Supporting Tools Lecture 164 Service Desk Heat Map and Value Chain Lecture 165 Lab : Analyzing the Service Desk Practice Lecture 166 Purpose of Problem Management Lecture 167 Problems and Known Errors Lecture 168 Distinguishing Incidents from Problems Lecture 169 Phases of Problem Management Lecture 170 Problem Identification Lecture 171 Problem Control Lecture 172 Workarounds Lecture 173 Error Control Lecture 174 Practice Interactions Lecture 175 Problem Management Heat Map and Value Chain Lecture 176 Lab: Analyzing the Problem Management Practice Section 7: Other ITIL Practices Lecture 177 Introduction : Other ITIL Practices Lecture 178 Relationship Management Lecture 179 Information Security Management Lecture 180 Supplier Management Lecture 181 Lab : Discussing the General Management Practices Lecture 182 Service Configuration Management Lecture 183 Simplified Service Model for a Typical IT Service Lecture 184 IT Asset Management Lecture 185 Monitoring and Event Management Lecture 186 Key Activities of Event Management Lecture 187 Release Management Lecture 188 Release Management in Traditional/Waterfall Environments Lecture 189 Release Management in Agile/DevOps Environments Lecture 190 Lab : Discussing the Service Management Practices Lecture 191 Deployment Management Lecture 192 How Deployment is Evolving Lecture 193 Lab : Discussing the Technical Management Practices IT Professionals: Individuals working in IT roles such as IT service desk, IT support, IT operations, and IT project management.,Business Professionals: Professionals in non-IT roles who interact with IT services or are responsible for managing service delivery, such as business analysts, process owners, and service owners.,Aspiring ITSM Professionals: Individuals who are new to the field of IT service management and want to establish a strong foundation in ITIL principles and practices.,Managers and Supervisors: Managers, supervisors, and team leaders who are responsible for overseeing the delivery of IT services and want to understand how ITIL can improve service management.,Consultants and Trainers: Professionals who provide ITSM consulting services or deliver ITIL training and want to enhance their knowledge and expertise.,Executives and Decision-Makers: Senior-level executives and decision-makers who want to understand how ITIL can align IT services with business objectives and drive organizational success.,Students and Recent Graduates: Students and recent graduates who are interested in pursuing a career in IT service management and want to gain a recognized certification.,Cross-Functional Teams: Members of cross-functional teams, such as DevOps or Agile teams, who need to understand how ITIL principles and practices can be integrated with their ways of working. 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