What you'll learn
Understanding ITIL 4 Foundation concepts and components
Understand your role and responsibilities regarding IT Service Management
Understand aspects of implementing ITIL processes and creating a cycle of continuous improvement.
Identify the sub-activities for each best practice process
Grasp the Ideas behind ITIL 4 and its components, how they work together and how to implement them separatly
Establish a Value Stream to Create a New Service
Requirements
You must be working in the field of information technology
No programming experience needed
Description
NON-AFFILIATION DISCLAIMER: THIS COURSE IS NOT ASSOCIATED WITH NOR ENDORSED BY AXELOS.***See Legal Disclaimer Lecture***There are a lot of ITIL 4 courses on the internet, so what is special about this course.First things first: I established this course around a dummy company to make it simple for you to grasp the ideas behind ITIL 4 and its components.Second: I will provide enough examples, scenarios, and cases related to the implementation of ITIL 4 and its components.Third, I am providing two complete scenarios on how to create a service and solve a problem using all four of the ITIL 4 components; how they work together and how they can be used independently.Last but not least, this course isn't just about how to use ITIL 4 in real life. It's also for IT professionals who want to pass the ITIL 4 Foundation Exam and get ready for both intermediate and master courses in the future.So, if you want to understand, implement, and also get certified, this is the right course for you.I can assure you that by the end of this course, you will understand everything about ITIL 4 Foundation and be able to put what you learned into practice. You will be able to directly implement what you learn in real life.Throughout the course, I will walk you through a real-life scenario, giving you a big picture of where and how to begin your implementation.
Overview
Section 1: Course Introduction
Lecture 1 Course Introduction
Lecture 2 General Information
Lecture 3 Legal Disclaimer
Lecture 4 ITIL 4 Foundation Important abbreviations and definitions
Lecture 5 Industrial Revolution
Lecture 6 ITIL History
Lecture 7 ITIL 4 Foundation Exam Structure
Lecture 8 Course Structure
Section 2: Key Concept of Service Management
Lecture 9 Key Concepts of Service Management
Lecture 10 Why We do business?
Lecture 11 GroStore Company
Lecture 12 IT Department
Lecture 13 Complex Relationship
Lecture 14 Service , Value and Value co-creation
Lecture 15 Service Management
Lecture 16 Service Provision
Lecture 17 Service Offering
Lecture 18 Utility and Warranty
Lecture 19 End of Section
Section 3: Four Dimensions of Service Management
Lecture 20 Four Dimensions Part 1
Lecture 21 Four Dimensions Part 2
Lecture 22 Organization and People
Lecture 23 Information and Technology
Lecture 24 Partners and Suppliers
Lecture 25 Value Stream and Processes
Lecture 26 External Factors
Lecture 27 Internal and External Factors Recap
Lecture 28 End of Section
Section 4: Service Value System
Lecture 29 Intro to SVS
Lecture 30 Service Value System
Lecture 31 SVS & Organization Silos
Lecture 32 End of Section
Section 5: Service Value Chain
Lecture 33 Intro to SVC
Lecture 34 Service Value Chain
Lecture 35 Engage
Lecture 36 Plan
Lecture 37 Design and Transition
Lecture 38 Obtain/Build
Lecture 39 Deliver and Support
Lecture 40 Improve
Lecture 41 Service Value Chain Summary
Lecture 42 End of Section
Section 6: ITIL 4 Practices
Lecture 43 Intro to Practices
Lecture 44 ITIL 4 Practices Categories
Lecture 45 Recall the Purpose of Some Practices
Lecture 46 ITIL Terms Definitions
Lecture 47 Practices in Details
Lecture 48 Continual Improvement
Lecture 49 Change Enablement
Lecture 50 Incidnet Management
Lecture 51 Problem Management
Lecture 52 Service Desk
Lecture 53 Service Request Management
Lecture 54 Service Level Management
Lecture 55 End of Section
Section 7: Guiding Principles
Lecture 56 Guiding Principles Part 1
Lecture 57 Guiding Principles Part 2
Lecture 58 End of Section
Section 8: Governance
Lecture 59 Govenance in ITIL 4
Lecture 60 Governance Examples
Lecture 61 End of Section
Section 9: Continual Improvement
Lecture 62 Continual Improvement
Lecture 63 Continual Improvement Model
Lecture 64 End of Section
Section 10: Complete Scenarios
Lecture 65 Create the Value Stream for New Service
Lecture 66 New Service - Value Stream Step 1
Lecture 67 New Service - Value Stream Step 2
Lecture 68 New Service - Value Stream Step 3
Lecture 69 New Service - Value Stream Step 4
Lecture 70 New Service - Value Stream Step 5
Lecture 71 New Service - Value Stream Step 6
Section 11: Mockup Exam
IT professionals,IT project managers,IT managers,IT project or team members,network operators,business process analysts,IT architects,systems integrators,help desk managers,managed service providers,application developers,T-related positions


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