by Jason Dion | Publisher: Packt Publishing | Release Date: June 2018 | ISBN: 9781789537666

A complete resource to passing the ITIL v3 Foundations exam on the first attempt, include 2 realistic practice exams!About This VideoThis course includes an overview of the ITILv3 Lifecycle, Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement phases.Additionally, this courses comes with 2 complete practice exams that simulate the type of questions you will receive on the ITIL v3 Foundations exam.Each lecture comes with a downloadable PDF of all the lecture notesIn DetailThe Information Technology Infrastructure Library Version 3 (ITIL v3) framework has become the standard in IT Service Management across the globe. ITIL helps all organizations, regardless of their industry or business sector, provide their IT services using the most efficient and economical methods. The framework focuses on IT Service Management best practices and efficient operations, and is used in government, commercial, and non-profit organizations, alike.This course covers the ITIL v3 Foundation exam (with the most current objectives) is the entry-level certification in the ITIL framework and offers an exceptional overview of ITIL. By obtaining your ITIL v3 Foundations certification, you are showing employers that you understand the key elements, concepts and terminology used in the ITIL service lifecycle, including how operations move between each stage of the lifecycle, the processes used, and their overall contribution to the service management best practices.

1. Chapter 1 : The Foundations of the Foundations Course
   • Welcome to the ITILv3 Foundations Course! 00:03:24
   • Exam Fundamentals 00:01:49
   • ITSM and ITIL 00:01:35
   • Where Can I Take the ITIL Foundations Exam? 00:03:34
   • What Does ITIL Provide? 00:03:37
   • Best Practices 00:05:28
   • Essential Definitions 00:10:54
   • Governance Control 00:03:31
   • Organizational Structure 00:04:32
   • Risk 00:04:38
   • Toolsets in ITIL 00:01:24
2. Chapter 2 : The Service Lifecycle
   • The Service Lifecycle 00:02:22
3. Chapter 3 : Service Strategy
   • Service Strategy (Overview) 00:04:33
   • Objectives of Service Strategy 00:04:59
   • Creating Value 00:05:33
   • Assets in Service Strategy 00:10:35
   • Strategy Management Process 00:01:48
   • Service Portfolio Management Process 00:06:09
   • Business Relationship Management Process 00:04:24
   • Financial Management Process 00:10:09
   • Demand Management Process 00:02:51
   • Roles in Service Strategy 00:02:38
   • Tools in Service Strategy 00:01:51
4. Chapter 4 : Service Design
   • Service Design (Overview) 00:04:42
   • Objectives of Service Design 00:08:45
   • "Complete" Service Design 00:04:36
   • The Four P's of Service Design 00:02:49
   • Service Design Packages (SDPs) 00:10:21
   • Design Coordination Process 00:03:23
   • Service Catalog Management Process 00:06:52
   • Types of Service Catalogs 00:07:05
   • Service Level Management (SLM) Process 00:07:38
   • Service Level Management (SLM) Process (Continued) 00:06:04
   • Capacity Management 00:05:44
   • Capacity Management Process (Continued) 00:07:39
   • Availability Management Process 00:09:59
   • Reactive and Proactive Availability 00:03:37
   • Risk Analysis in Availability 00:06:44
   • Component Failure Impact Analysis 00:01:19
   • Fault-Tree Analysis 00:03:19
   • Expanded Incident Lifecycle 00:07:14
   • Availability Measurement 00:03:54
   • IT Service Continuity Management 00:07:54
   • Information Security Management Process 00:06:57
   • Supplier Management Process 00:06:44
   • Roles in Service Design 00:01:04
   • Tools in Service Design 00:01:27
5. Chapter 5 : Service Transition
   • Service Transition (Overview) 00:02:27
   • Objectives of Service Transition 00:06:20
   • Outsourcing in Service Transition 00:03:51
   • Transition Planning and Support 00:03:43
   • Knowledge Management 00:07:22
   • Service Asset and Configuration Management 00:04:32
   • SACM Definitions and Concepts 00:10:44
   • SACM's 5 Principles 00:04:35
   • Change Management 00:06:28
   • 3 Types of Changes 00:07:40
   • Change Process Flow 00:08:51
   • Change Advisory Board 00:04:23
   • Change Authority 00:02:14
   • Change Models 00:02:38
   • Change Documents 00:02:53
   • Release and Deployment Management 00:06:28
   • Release & Deployment Assets 00:04:25
   • Release and Deployment Process 00:06:21
   • Service Validation and Testing Process 00:01:40
   • Change Evaluation 00:01:33
   • Roles in Service Transition 00:01:09
   • Tools in Service Transition 00:02:13
6. Chapter 6 : Service Operations
   • Service Operation (Overview) 00:03:56
   • Objectives of Service Operation 00:02:06
   • Principles of Service Operation 00:05:57
   • Event Management 00:03:07
   • Event Types 00:04:32
   • Incident Management – Purpose 00:02:51
   • Incident Management – Scope 00:03:43
   • Incident Management Process 00:09:41
   • Major Incidents 00:02:39
   • Models for Incident Handling 00:03:00
   • Problem Management 00:05:02
   • Problem Management Concepts 00:04:49
   • Problem Management Process 00:05:55
   • Request Fulfillment Process 00:07:01
   • Access Management 00:04:13
   • The Service Desk 00:05:27
   • Service Desk Functions 00:06:18
   • Service Desk Personnel 00:06:04
   • Structure of the Service Desk 00:06:36
   • IT Operations Management 00:03:56
   • Technical Management 00:02:22
   • Applications Management 00:02:11
   • Roles in Service Operation 00:01:50
   • Tools in Service Operation 00:06:28
   • Service Operations Interactions 00:03:02
7. Chapter 7 : Continual Service Improvement (CSI)
   • Continual Service Improvement (Overview) 00:04:10
   • Objectives of Continual Service Improvement 00:04:49
   • Principles of CSI 00:08:32
   • CSI Process 00:05:55
   • An Approach to CSI 00:04:13
   • Metrics and Measures 00:08:11
   • Putting CSI into Practice 00:08:54
   • Roles in CSI 00:01:50
   • Tools in CSI 00:02:50
8. Chapter 8 : Conclusion
   • Conclusions and Congratulations! 00:01:12