by Integrity Training | Publisher: Stone River eLearning | Release Date: June 2019 | ISBN: 300000006A0174

The ITIL® Foundation course is an exciting and dynamic course, which will give the candidates an introduction to the lifecycle of managing IT services to deliver according to business expectations. The course will help the candidates to learn the core disciplines of ITIL and its best practices. The ultimate objective of this foundation course is to enable the students to successfully complete the associated ITIL® Foundation exam required for entry into the future ITIL® n intermediate-level training courses. The ITIL® Foundation course covers the fundamental and basic knowledge of all of the five core disciplines of ITIL, namely; Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement. The basic knowledge about these five core disciplines enables the students to enhance alignment to the business requirements while demonstrating business value and ROI and enabling IT to solve specific operational needs. The course requires the candidates to have a basic familiarity with IT terminology. Along with that, a few months to a year's experience is recommended in the IT-related work field. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

1. Introduction
   • Course Introduction 00:02:41
   • Instructor Introduction 00:01:38
2. Chapter 01: Course Introduction
   • Course Introduction 00:00:20
   • Lesson: Course Organization 00:00:21
   • Welcome to the Course! 00:00:46
   • Classroom Introductions 00:00:40
   • Mentoring Community Introductions 00:00:33
   • Why Are You Here? 00:01:09
   • Using Bloom's Taxonomy 00:01:45
   • What Do You Expect? 00:01:10
   • Housekeeping Online 00:01:23
   • Lesson: Course Conventions 00:00:14
   • Conventions Used 00:00:59
   • Quizzes & Exercises 00:00:42
   • Lesson: Course Agenda 00:00:13
   • ITIL Qualification Scheme 00:01:30
   • ITIL Foundation Certification Exam 00:00:39
   • Getting Started with an Online Class 00:01:20
   • Chapter 01 Review 00:00:14
3. Chapter 02: Introduction to ITSM
   • Introduction to ITSM 00:00:25
   • ITSM as a Practice 00:00:31
   • IT Service Management 00:01:34
   • Critical Success Factors 00:01:22
   • ITIL History 00:02:15
   • ITIL Description 00:02:11
   • Need-to-Know ITSM Concepts 00:00:35
   • Good Practice 00:01:54
   • Customers 00:02:39
   • Service 00:02:00
   • Service Value 00:00:59
   • Utility Effect 00:00:42
   • Warranty Effect 00:00:54
   • Function - Process - Role 00:02:11
   • What is a Process? 00:03:32
   • Process Characteristics 00:00:58
   • Service Owner & Process Owner 00:02:28
   • The RACI Model 00:02:27
   • ITSM as a Practice Summary 00:00:58
   • ITSM Lifecycle 00:00:19
   • The IT Service Management Lifecycle 00:02:26
   • Lifecycle-Oriented ITIL 00:02:47
   • Service Lifecycle Processes 00:03:04
   • IT Governance & Service Lifecycle 00:01:23
   • The Service Lifecycle - Value to the Business 00:02:39
   • ITSM Lifecycle Summary 00:01:28
   • ITSM Summary 00:00:07
   • ITSM Introduction Summary 00:02:01
   • ITSM Introduction Checkpoint 00:00:27
   • TSM Introduction Quiz Part 1 00:00:27
   • ITSM Introduction Quiz Part 2 00:00:20
   • ITSM Introduction Quiz Part 3 00:00:55
   • ITSM Introduction Quiz Part 4 00:00:23
   • ITSM Introduction Quiz Part 5 00:00:16
   • ITSM Introduction Quiz Part 6 00:00:51
   • ITSM Introduction Quiz Part 7 00:00:30
   • ITSM Introduction Quiz Part 8 00:00:51
   • ITSM Introduction Quiz Part 9 00:01:23
   • ITSM Introduction Quiz Part 10 00:00:33
   • Chapter 02 Review 00:00:27
4. Chapter 03: Continual Service Improvement
   • Continual Service Improvement 00:00:26
   • CSI Introduction 00:00:25
   • CSI & the Service Lifecycle 00:01:21
   • Managing Across the Lifecycle 00:00:56
   • Purpose, Goals & Objectives of CSI 00:01:04
   • Scope of CSI 00:02:26
   • Value of CSI 00:02:10
   • Principles of CSI 00:01:09
   • Governance 00:02:34
   • CSI & Organizational Change 00:01:29
   • PDCA & Continual Improvement 00:02:09
   • CSI Approach 00:02:26
   • Baselines 00:01:03
   • Metrics & Measurement 00:02:12
   • Critical Success Factors 00:01:03
   • 7-Step Improvement Process 00:00:15
   • Purpose, Goals & Objectives 00:01:29
   • Scope 00:01:23
   • Business Value 00:01:24
   • Policies, Principles & Concepts 00:02:52
   • 7-Step Improvement Process 00:02:03
   • CSI Summary 00:00:13
   • Continual Service Improvement Summary 00:00:29
   • CSI Checkpoint 00:00:20
   • CSI Quiz Part 1 00:00:21
   • CSI Quiz Part 2 00:00:39
   • CSI Quiz Part 3 00:00:26
   • CSI Quiz Part 4 00:00:36
   • CSI Quiz Part 5 00:00:30
   • CSI Quiz Part 6 00:00:29
   • CSI Quiz Part 7 00:00:24
   • CSI Quiz Part 8 00:00:46
   • CSI Quiz Part 9 00:00:24
   • CSI Quiz Part 10 00:00:27
   • Chapter 03 Review 00:00:44
5. Chapter 04: Service Operation
   • Service Operation 00:00:47
   • Introduction to Service Operation 00:00:28
   • Service Operation & the Service Lifecycle 00:00:56
   • Managing Across the Lifecycle 00:00:37
   • Purpose, Goals & Objectives of Service Operation 00:01:03
   • Scope of Service Operation 00:01:44
   • Value of Service Operation 00:02:08
   • Principles of Service Operation 00:02:38
   • Organizing Service Operation 00:01:16
   • Balancing External & Internal Views 00:01:43
   • Balancing Stability & Responsiveness 00:01:25
   • Balancing Quality & Cost of Service 00:01:15
   • Balancing Reactive & Proactive 00:00:58
   • Providing Service 00:01:25
   • Integrating Service Operation, Transition & Design 00:00:49
   • Communication's Role in Service Operation 00:01:25
   • Service Operation Documentation 00:00:56
   • Service Operation Processes 00:00:27
   • The Service Operation Model 00:04:03
   • The Processes of Service Operation 00:00:44
   • Incident Management Introduction 00:01:08
   • Purpose, Goals & Objectives of Incident Management 00:01:05
   • Scope of Incident Management 00:01:17
   • Value of Incident Management 00:01:23
   • Concepts of Incident Management 00:03:58
   • Activities of Incident Management 00:00:23
   • Incident Logging 00:00:51
   • Incident Categorization 00:01:38
   • Categorization 00:01:42
   • Priority 00:01:45
   • Incident Diagnosis 00:01:07
   • Escalation 00:01:51
   • Incident Resolution & Recovery 00:01:29
   • Incident Closure 00:01:36
   • Expanded Incident Lifecycle 00:03:41
   • Incident Management Relationships 00:02:07
   • Incident Management Summary 00:01:16
   • Event Management 00:03:45
   • Event Management Measures & Outcomes 00:00:54
   • Request Fulfillment 00:02:49
   • Request Fulfillment Measures & Outcomes 00:00:52
   • Problem Management Introduction 00:01:08
   • Purpose, Goals & Objectives of Problem Management 00:01:32
   • Scope of Problem Management 00:02:11
   • Value of Problem Management 00:01:22
   • Concepts of Problem Management 00:01:36
   • Activities of Incident Management 00:03:26
   • Problem Management Relationships 00:01:55
   • Problem Management Summary 00:02:10
   • Access Management 00:02:28
   • Access Management Measures & Outcomes 00:01:46
   • Service Operation Functions 00:00:29
   • Introduction to Service Operation Functions 00:00:57
   • Introduction to Service Desk 00:00:06
   • Service Desk Function 00:00:41
   • The Role of the Service Desk 00:02:01
   • Organizational Structures of Service Desk 00:01:30
   • Service Desk Staffing 00:01:57
   • Service Desk Staffing Cont. 00:02:54
   • Service Desk Metrics 00:01:39
   • Introduction to Technical Management 00:00:23
   • Role of Technical Management 00:01:21
   • Introduction to Application Management 00:00:20
   • Role of Application Management 00:01:04
   • Introduction to IT Service Operations Management 00:00:18
   • Role of IT Operations Management 00:01:50
   • Service Operation Functions Summary 00:01:36
   • Quick Summary 00:00:09
   • Service Operation Summary 00:04:50
   • Service Operation Checkpoint 00:00:18
   • Service Operation Quiz Part 1 00:00:41
   • Service Operation Quiz Part 2 00:00:48
   • Service Operation Quiz Part 3 00:00:43
   • Service Operation Quiz Part 4 00:00:25
   • Service Operation Quiz Part 5 00:00:38
   • Service Operation Quiz Part 6 00:00:43
   • Service Operation Quiz Part 7 00:00:32
   • Service Operation Quiz Part 8 00:00:40
   • Service Operation Quiz Part 9 00:00:28
   • Service Operation Quiz Part 10 00:00:34
   • Chapter 04 Review 00:00:40
6. Chapter 05: Service Transition
   • Service Transition 00:00:53
   • Introduction to Service Transition 00:00:20
   • Service Transition & the Service Lifecycle 00:00:40
   • Managing Across the Lifecycle 00:02:24
   • Purpose, Goals & Objectives of Service Transition 00:02:40
   • Scope of Service Transition 00:01:09
   • Value of Service Transition 00:02:09
   • Principles of Service Transition 00:03:24
   • Service Transition Processes 00:00:18
   • The Service Transition Model 00:04:26
   • Transition Planning & Support 00:01:38
   • Transition Planning & Support Measures & Outcomes 00:01:15
   • Introduction to Change Management 00:01:02
   • Purpose, Goals & Objectives of Change Management 00:00:55
   • Scope of Change Management 00:01:06
   • Value of Change Management 00:01:19
   • Concepts of Change Management 00:03:43
   • Activities of Change Management 00:00:29
   • The Change Advisory Board (CAB) 00:02:23
   • Change Types 00:02:43
   • Change Model 00:02:26
   • Change Proposal 00:01:14
   • Change Process Flow 00:01:47
   • Create & Review Request for Change 00:01:12
   • Assess & Evaluate Request for Change 00:01:29
   • Authorize Change 00:01:26
   • Coordinate Change 00:01:12
   • Review & Close Change 00:00:58
   • Standard Change 00:02:04
   • Relationships 00:00:39
   • Change Management Summary 00:02:03
   • Service Asset & Configuration Management 00:04:14
   • Configuration Management System 00:01:47
   • SACM Measures & Outcomes 00:01:08
   • Release & Deployment Management Context 00:05:31
   • Definitive Media Library 00:02:10
   • Release & Deployment Measures & Outcomes 00:00:49
   • Knowledge Management 00:02:28
   • Knowledge Management Measures & Outcomes 00:00:35
   • Summary of Service Transition 00:00:20
   • Service Transition Summary 00:02:46
   • Service Transition Checkpoint 00:00:12
   • Service Transition Quiz Part 1 00:00:23
   • Service Transition Quiz Part 2 00:00:38
   • Service Transition Quiz Part 3 00:01:16
   • Service Transition Quiz Part 4 00:00:24
   • Service Transition Quiz Part 5 00:00:39
   • Service Transition Quiz Part 6 00:00:43
   • Service Transition Quiz Part 7 00:00:33
   • Service Transition Quiz Part 8 00:00:39
   • Service Transition Quiz Part 9 00:00:28
   • Service Transition Quiz Part 10 00:00:44
   • Chapter 05 Review 00:00:45
7. Chapter 06: Service Design
   • Service Design 00:00:43
   • Service Design Introduction 00:00:34
   • Service Design & the Service Lifecycle 00:00:58
   • Managing Across the Lifecycle 00:00:48
   • Purpose, Goals & Objectives of Service Design 00:01:54
   • Scope of Service Design 00:01:18
   • Value of Service Design 00:01:24
   • Principles of Service Design 00:04:14
   • Service Design Processes 00:00:34
   • Introduction to Design Coordination 00:01:09
   • Design Coordination Overview 00:03:25
   • Purpose, Goals & Objectives 00:02:14
   • Scope 00:01:19
   • Value to the Business 00:01:37
   • Introduction to Service Level Management 00:01:18
   • Purpose, Goals & Objectives of Service Level Management 00:01:48
   • Scope of Service Level Management 00:01:39
   • Value of Service Level Management 00:01:01
   • Concepts of Service Level Management 00:02:45
   • Activities of Service Level Management Process 00:00:50
   • Overview of Service Level Management Process 00:03:20
   • SLA Frameworks 00:01:45
   • SLRs & SLAs 00:01:29
   • SLA Monitoring 00:01:14
   • Service Level Agreement Monitoring Chart 00:02:08
   • Improving Customer Satisfaction 00:01:09
   • Managing Underpinning Agreements 00:01:07
   • Service Reporting 00:01:27
   • Service Improvement Plan (SIP) 00:01:05
   • Managing & Revising SLAs and UCs 00:00:46
   • Contacts & Relationships 00:01:06
   • Feedback 00:01:02
   • Service Level Management Relationships 00:01:06
   • Service Level Management Summary 00:01:56
   • Service Catalog Management Context 00:02:09
   • Service Catalog Views 00:02:06
   • Service Catalog Management Measures 00:01:36
   • Capacity Management 00:03:01
   • Concepts of Capacity Management 00:01:24
   • Capacity Management Measures & Outcomes 00:01:00
   • Availability Management 00:03:24
   • Concepts of Availability Management 00:01:55
   • Levels & Aspects of Availability 00:02:09
   • Availability Management Measures & Outcomes 00:01:02
   • IT Service Continuity Management 00:03:18
   • Value of ITSCM 00:01:05
   • Concepts of ITSCM 00:01:09
   • Service Continuity Management Measures & Outcomes 00:01:59
   • Information Security Management 00:02:15
   • Concepts of Information Security Management 00:01:35
   • Information Security Management Measures & Outcomes 00:01:04
   • Supplier Management 00:02:06
   • Activities of Supplier Management 00:01:12
   • Supplier Categorization Matrix 00:02:32
   • Supplier Management Measures & Outcomes 00:01:12
   • Service Design Summary 00:00:15
   • Service Design Summary 00:03:24
   • Service Design Checkpoint 00:00:13
   • Service Design Quiz Part 1 00:00:17
   • Service Design Quiz Part 2 00:00:15
   • Service Design Quiz Part 3 00:00:34
   • Service Design Quiz Part 4 00:01:23
   • Service Design Quiz Part 5 00:00:16
   • Service Design Quiz Part 6 00:00:51
   • Service Design Quiz Part 7 00:00:37
   • Service Design Quiz Part 8 00:00:24
   • Service Design Quiz Part 9 00:00:37
   • Service Design Quiz Part 10 00:00:20
   • Chapter 06 Review 00:00:42
8. Chapter 07: Service Strategy
   • Service Strategy 00:00:38
   • Service Strategy Introduction 00:00:22
   • Service Strategy & the Service Lifecycle 00:01:03
   • Managing Across the Lifecycle 00:01:08
   • Purpose, Goals & Objectives of Service Strategy 00:02:01
   • Scope of Service Strategy 00:00:53
   • Value of Service Strategy 00:01:46
   • Principles of Service Strategy 00:00:46
   • Value Creation 00:02:17
   • Utility & Warranty Combined 00:03:37
   • Service Assets 00:02:00
   • Marketing Mindset 00:01:59
   • Service Provider Types 00:01:58
   • Service Structures 00:02:43
   • Service Strategy Fundamentals 00:01:22
   • Service Portfolio 00:03:55
   • Service Automation 00:01:43
   • Service Strategy Activities 00:00:22
   • Introduction to Service Portfolio Management 00:01:35
   • Service Portfolio Overview 00:02:11
   • Purpose Goals & Objectives 00:02:25
   • Scope 00:01:12
   • Value to the Business 00:01:28
   • Introduction to Financial Management 00:01:45
   • Purpose, Goals & Objectives of Financial Management 00:01:07
   • Scope of Financial Management 00:00:55
   • Value of Financial Management 00:00:52
   • Introduction Business Relationships Management 00:00:49
   • Purpose, Goals & Objectives of Business Relationships Management 00:02:41
   • Scope of Business Relationships Management 00:01:51
   • Business Value 00:01:27
   • Holistic Strategy Summary 00:00:23
   • Service Strategy Summary 00:02:42
   • Service Strategy Checkpoint 00:00:13
   • Service Strategy Quiz Part 1 00:00:26
   • Service Strategy Quiz Part 2 00:00:23
   • Service Strategy Quiz Part 3 00:00:20
   • Service Strategy Quiz Part 4 00:00:24
   • Service Strategy Quiz Part 5 00:00:29
   • Service Strategy Quiz Part 6 00:01:05
   • Service Strategy Quiz Part 7 00:00:21
   • Service Strategy Quiz Part 8 00:00:15
   • Service Strategy Quiz Part 9 00:00:26
   • Service Strategy Quiz Part 10 00:00:39
   • Chapter 07 Review 00:00:33
   • Course Closure 00:03:37