by Jason Dion | Publisher: Packt Publishing | Release Date: March 2019 | ISBN: 9781838646783

Your complete resource to passing the ITIL® 4 Foundation exam on the first attempt!About This VideoLearn and understand ITIL 4 conceptsA practical course designed for students to pass the ITIL ® 4 Foundation certification examIn DetailThis course covers the ITIL® 4 Foundation exam (brand new in February 2019) which is the entry-level certification in the ITIL framework and offers an exceptional overview of ITIL. By obtaining your ITIL® 4 Foundation certification, you are showing employers that you understand the key elements, concepts, and terminology used in ITIL, including how operations move between each activity and process to create value in the service value system, and their overall contribution to the service management best practices.The Information Technology Infrastructure Library (ITIL) 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.The ITIL® course on this page is offered by Dion Training Solutions, LLC, and an ATO of AXELOS Limited. ITIL, ITIL Foundation, and the Swirl logo are registered trademarks of AXELOS Limited. All rights reserved.All the caption files and supporting files for this course are available at: https://github.com/PacktPublishing/ITIL-4-Foundation-Complete-Course-with-2-Practice-ExamsDownloading the example code for this course: You can download the example code files for all Packt video courses you have purchased from your account at http://www.PacktPub.com. If you purchased this course elsewhere, you can visit http://www.PacktPub.com/support and register to have the files e-mailed directly to you.

1. Chapter 1 : Introduction
   • Welcome 00:04:14
   • Exam Fundamentals 00:06:48
   • 4th Industrial Revolution 00:03:34
   • Service Organizations 00:05:07
2. Chapter 2 : Service Management
   • Service Management 00:02:37
   • Value 00:04:09
   • Organizations and People 00:11:49
   • Services and Products 00:05:39
   • Service Offerings 00:05:52
   • Service Relationships 00:06:20
   • Outcomes 00:10:24
   • Costs 00:02:57
   • Risks 00:06:02
   • Utility and Warranty 00:04:48
3. Chapter 3 : Four Dimensions of Service Management
   • Four Dimensions of Service Management 00:01:23
   • Organizations and People 00:07:00
   • Information and Technology 00:07:45
   • Partners and Suppliers 00:09:48
   • Value Streams and Processes 00:04:50
   • PESTLE 00:03:14
   • Applying the Four Dimensions 00:05:05
4. Chapter 4 : Service Value System
   • Service Value System 00:02:41
   • Opportunity, Demand, and Value 00:05:23
   • Governance 00:02:08
5. Chapter 5 : Guiding Principles
   • Guiding Principles 00:03:37
   • Focus on Value 00:03:56
   • Start Where You Are 00:08:12
   • Progress Iteratively with Feedback 00:06:43
   • Collaborate and Promote Visibility 00:05:32
   • Think and Work Holistically 00:05:36
   • Keep It Simple and Practical 00:03:35
   • Optimize and Automate 00:05:59
6. Chapter 6 : Service Value Chain
   • Service Value Chain 00:05:17
   • Plan 00:04:21
   • Improve 00:04:05
   • Engage 00:08:30
   • Design and Transition 00:05:15
   • Obtain/Build 00:07:10
   • Deliver and Support 00:05:13
   • Value Streams 00:02:01
7. Chapter 7 : Continual Improvement
   • Continual Improvement 00:02:23
   • Continual Improvement Model 00:01:59
   • What is the Vision? 00:02:54
   • Where are We Now? 00:02:11
   • Where Do We Want to Be? 00:03:16
   • How Do We Get There? 00:01:32
   • Take Action 00:01:16
   • Did We Get There? 00:01:37
   • How Do We Keep the Momentum Going? 00:02:17
   • Continual Improvement and the Guiding Principles 00:03:57
8. Chapter 8 : General Management Practices
   • Categories of Practices 00:02:37
   • Management Practices 00:01:19
   • Continual Improvement 00:07:48
   • Information Security Management 00:03:45
   • Relationship Management 00:01:56
   • Supplier Management 00:01:33
   • Architecture Management 00:02:08
   • Knowledge Management 00:02:13
   • Measurement and Reporting 00:01:27
   • Organizational Change Management 00:01:25
   • Portfolio Management 00:02:05
   • Project Management 00:02:06
   • Risk Management 00:02:16
   • Service Financial Management 00:01:17
   • Strategy Management 00:01:56
   • Workforce and Talent Management 00:01:42
9. Chapter 9 : Service Management Practices
   • Service Management Practices 00:01:17
   • Change Control 00:08:55
   • Incident Management 00:08:05
   • Problem Management 00:04:51
   • Service Desk 00:07:55
   • Service Level Management 00:05:51
   • Service Request Management 00:07:22
   • IT Asset Management 00:01:58
   • Monitoring and Event Management 00:02:13
   • Release Management 00:01:03
   • Service Configuration Management 00:01:18
   • Availability Management 00:01:09
   • Business Analysis 00:01:00
   • Capacity and Performance Management 00:02:17
   • Service Catalog Management 00:01:38
   • Service Continuity Management 00:01:30
   • Service Design 00:01:37
   • Service Validation and Testing 00:01:05
10. Chapter 10 : Technical Management Practices
    • Technical Management Practices 00:00:44
    • Deployment Management 00:00:58
    • Infrastructure and Platform Management 00:01:00
    • Software Development and Management 00:01:02
11. Chapter 11 : Conclusion
    • Putting It All Together 00:06:36
    • Conclusion 00:01:26
    • ITIL Certification Path 00:02:04