ITIL® Foundations

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This course is designed to help individuals prepare for the ITIL® Foundations Certification examination. IT Infrastructure Library is a framework for IT Service Management best practices and can apply to any organization, large or small. Instruction will detail foundation level material surrounding concepts and terminology used in the ITIL® Service Lifecycle. Prerequisites: While there are no mandatory prerequisites, ITIL® does recommend certification candidates attend formal training. ITIL® is a Registered Trade Mark of the Cabinet Office.
  • Introduction to ITIL®
    • Introduction
    • What is ITIL®?
    • ITIL® Benefits
    • Understanding ITIL® Certification Levels
    • Defining IT Service Management
    • What is the Purpose of Service Management?
  • Service Management General Concepts - Part I
    • Introduction
    • What are Good Practices?
    • What are Services?
    • Understanding Service Owners and Provider Types
    • Business Units vs. Service Units
    • Stakeholders in Service Management
    • Governance
    • A Review of Service Management
  • Service Management General Concepts - Part II
    • Introduction
    • Customers and Users
    • Defining Processes
    • Overview of The Generic Process Model
    • Incorporating Metrics
    • The Deming Cycle and RACI Model
    • Understanding Service Automation
  • The Service Lifecycle
    • Introduction
    • Defining the Service Lifecycle
    • The Service Lifecycle and ITIL Concepts - the Relationship
    • How it All Works
  • Service Strategy
    • Introduction
    • Value Creation
    • Service Portfolio
    • Types of Services
    • Business Case
    • Business Relationship Management
  • Service Design - Part I
    • Introduction
    • Service Design Goals and Objectives
    • Understanding Business Value
    • The 5 Aspects of Design
    • The Service Design Package
    • Design and the 4 P's
    • Terminology
  • Service Design - Part II
    • Introduction
    • Design Coordination
    • Information Security Management
    • Service Catalog Management
    • Supplier Management
  • Service Design - Part III
    • Introduction
    • Service Level Management
    • Availability Management
    • Capacity Management
    • IT Service Continuity Management
    • Terminology
  • Service Transition - Part I
    • Introduction
    • Service Transition Goals
    • Service Transition Objectives
    • Service Transition and Business Value
    • What's Next? Terminology
  • Service Transition - Part II
    • Introduction
    • Service Asset and Configuration Management
    • Change Management
    • Release and Deployment Management
    • Transition Planning and Support
    • Knowledge Management
    • Terminology
  • Service Operation - Part I
    • Introduction
    • Service Operation Purpose
    • The Service Desk
    • Technical Management
    • Application Management
    • IT Operation Management
    • The Importance of Communications
    • Terminology
  • Service Operation - Part II
    • Introduction
    • Event Management
    • Incident Management
    • Access Management
    • Request Fulfillment
    • Problem Management
    • Terminology
  • Continual Service Improvement
    • Introduction
    • What is Continual Service Improvement (CSI)
    • The CSI Model
    • The Seven Step Improvement Model
    • Understanding Baselines
    • Service Measurement and Reporting
    • IT Governance
    • Terminology
  • Preparing for Your ITIL® Foundations Certification
    • Exam Overview
    • Exam Preparation Tips
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