Mastering IT Service Management with ITIL 4 Foundation

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: DON'T SKIP : What you need to know before you start

Lecture 3: 5 reasons to get certified

Lecture 4: Course Mastery: Your Guide to Learning Success

Lecture 5: Get The Training Slides

Lecture 6: Join the community!

Lecture 7: The ITIL 4 Foundation Exam

Lecture 8: Why A New ITIL

Lecture 9: Overview of DevOps

Chapter 2: Service Management : Key Concepts

Lecture 1: Introduction

Lecture 2: Learning Objectives

Lecture 3: The need for Service Management

Lecture 4: Understanding Value

Lecture 5: Value Co-Creation

Lecture 6: Example : Value And Stakeholders

Lecture 7: Value Co-Creation forms

Lecture 8: Example : Value Co-Creation

Lecture 9: Service, Costs and Risks

Lecture 10: Outputs facilitate Outcomes

Lecture 11: Utility And Warranty

Lecture 12: Example : Risks and Costs

Lecture 13: Service Relationships

Lecture 14: Example : Service Consumption and Provision

Lecture 15: Services And Products

Lecture 16: Example : Services And Products

Lecture 17: Outputs vs Outcomes and Watermelon Effect

Lecture 18: Service Offering

Lecture 19: Summary

Lecture 20: Tips for the Exam

Chapter 3: The 4 Dimensions Of IT Service Management

Lecture 1: Introduction

Lecture 2: Organization And People

Lecture 3: Organizational Culture

Lecture 4: Information And Technology

Lecture 5: Cloud Computing

Lecture 6: Partners And Suppliers

Lecture 7: Value Streams And Processes

Lecture 8: External Factors

Lecture 9: Example : External Factors

Lecture 10: Example : 4 Dimensions

Lecture 11: Summary

Lecture 12: Tips for the Exam

Chapter 4: The ITIL Service Value System

Lecture 1: Learning Objectives

Lecture 2: The Service Value System

Lecture 3: Inputs and Outcomes of the SVS

Lecture 4: The 7 Guiding Principles

Lecture 5: Agile Manifesto and The Guiding Principles

Lecture 6: Focus on Value

Lecture 7: The Customer Experience CX

Lecture 8: Start where you are

Lecture 9: Progress iteratively with feedback

Lecture 10: Collaborate and promote visibility

Lecture 11: Think and work holistically

Lecture 12: Keep it simple and practical

Lecture 13: Optimize and automate

Lecture 14: Understanding How the Guiding Principles Interact with each Other

Lecture 15: Governance

Lecture 16: Service Value Chain

Lecture 17: Service Value Chain Activities

Lecture 18: Practices

Lecture 19: Continual Improvement

Lecture 20: Continual improvement and the guiding principles

Lecture 21: Example : Service Value System

Lecture 22: Tips for the Exam

Chapter 5: The ITIL Practices

Lecture 1: Introduction and Learning Objectives

Lecture 2: What Is A Practice ?

Lecture 3: General Management Practices

Lecture 4: Continual Improvement

Lecture 5: Information Security Management

Lecture 6: Information Security Management (ISM) in ITIL 4: Keeping Your Data Safe

Lecture 7: Relationship Management

Lecture 8: Supplier Management

Lecture 9: Service Management Practices

Lecture 10: Monitoring And Event Management

Lecture 11: Event and types of Events

Lecture 12: Availability Management

Lecture 13: Capacity And Performance Management

Lecture 14: Change Enablement

Lecture 15: The Evolution Of Change

Lecture 16: Incident Management

Lecture 17: Example :Incident Management

Lecture 18: IT Asset Management

Lecture 19: Problem Management

Lecture 20: Example :Problem Management

Lecture 21: Incident Vs Problem

Lecture 22: Release Management

Lecture 23: Service Configuration Management

Lecture 24: IT Asset Vs CI

Lecture 25: Service Continuity Management

Lecture 26: Service Desk