Autoplay
Autocomplete
Previous Lecture
Complete and Continue
ITIL4® (Information Technology Infrastructure Library)
Course Resources
ITIL4 Foundation Syllabus
ITIL4 Foundation Sample Paper
ITIL4 Foundation Glossary
Module 1.0
Introduction (2:12)
Exam Information (1:57)
Overview of ITIL (1:28)
The ITIL Structure (1:21)
ITIL Service Value Chain (1:02)
ITIL Practices (0:22)
ITIL Guiding Principles (0:27)
Governance (0:15)
Continual Improvement (0:22)
Four Dimensions of Service Management (1:21)
Course Structure (0:44)
Quiz
Module 2.0
Service Management - Introduction (0:41)
Service Management - Overview (1:42)
Service Management - Stakeholders (1:29)
Service Management - Service Consumers (1:48)
Service Management - Products and Services (1:16)
Service Management - Service Offerings (0:44)
Service Management - Service Relationships (2:59)
Service Management - Value and Outcomes (1:20)
Service Management - Costs (1:07)
Service Management - Risks (1:09)
Service Management - Utility and Warranty (1:35)
Summary (0:36)
Quiz
Module 3.0
Four Dimensions of Service Management - Introduction (3:06)
Four Dimensions of Service Management - Organisations and People (2:12)
Four Dimensions of Service Management - Information and Technology (2:52)
Four Dimensions of Service Management - Partners and Suppliers (2:20)
Four Dimensions of Service Management - Value Streams and Processes (4:52)
Summary (0:22)
Quiz
Module 4.0
Service Value System - Introduction (0:29)
Service Value System - Overview (1:44)
Service Value System - Inputs and Outputs (1:05)
Service Value System - Components (0:59)
Service Value System - Purpose (1:04)
Service Value System - Course Structure (0:32)
Summary (0:20)
Quiz
Module 4.1
Guiding Principles - Introduction (0:36)
Guiding Principles - Overview (2:55)
Guiding Principles - Focus on Value (3:06)
Guiding Principles - Start Where You Are (3:14)
Guiding Principles - Progress Iteratively With Feedback (2:44)
Guiding Principles - Collaborate and Promote Visibility (3:48)
Guiding Principles - Think and Work Holistically (2:47)
Guiding Principles - Keep it Simple and Practical (3:02)
Guiding Principles - Optimise and Automate (4:15)
Summary (0:30)
Quiz
Module 4.2
Service Value Chain - Introduction (0:28)
Service Value Chain - Overview (3:45)
Service Value Chain - Plan (0:40)
Service Value Chain - Improve (0:23)
Service Value Chain - Engage (0:44)
Service Value Chain - Design and Transition (0:41)
Service Value Chain - Obtain/ Build (0:30)
Value Chain Activity - Deliver and Support (0:30)
Summary (0:24)
Quiz
Module 5.0
Introduction (0:13)
Introduction to Practices (1:06)
Practices - Overview (1:20)
Module 5.1
Introduction (0:59)
Practice - Information Security Management (0:57)
Practice - Relationship Management (0:52)
Practice - Supplier Management (0:56)
Practice - IT Asset Management (0:49)
Practice - Service Configuration Management (1:08)
Practice - Monitoring and Event Management (1:22)
Practice - Release Management (0:31)
Practice - Deployment Management (0:47)
Summary (0:12)
Quiz
Module 5.2
Introduction (0:31)
The Purpose of Continual Improvement (1:26)
The Scope of Continual Improvement (1:40)
The Continual Improvement Model (1:16)
Methods and Approaches (1:18)
Responsibilities for Continual Improvement (1:39)
Continual Improvement Registers (1:35)
Summary (0:20)
Quiz
Module 5.3
Introduction (0:23)
The Purpose of Change Control (0:58)
Definition of Change and the Scope of Change Control (1:39)
Types of Change - Standard Change (1:28)
Types of Change - Normal Change (0:24)
Types of Change - Emergency Change (0:41)
Change Authorisation (0:58)
Change Schedule and Communication (0:43)
Summary (0:22)
Quiz
Module 5.4
Introduction (0:26)
Purpose of Incident Management (1:05)
Managing Incidents (1:05)
Collaboration and Incident Resolution (1:19)
Information and Tools (1:02)
Key Points for Incident Management (0:37)
Summary (0:15)
Quiz
Module 5.5
Introduction (0:23)
Purpose of Problem Management (0:59)
Problems and Incidents (1:20)
Problem Identification (0:54)
Problem Control (1:15)
Workarounds (1:10)
Error Control (1:22)
Relationships with Other Practices (0:40)
Summary (0:23)
Quiz
Module 5.6
Introduction (0:20)
Purpose of Service Request Management (0:59)
Service Requests (0:50)
Fulfilment of Service Requests (0:46)
Automation (0:59)
Summary (0:15)
Quiz
Module 5.7
Introduction (0:21)
Purpose of the Service Desk (1:17)
Collaboration Support Teams (1:02)
Service Desk Types (0:50)
Staff Skills (0:35)
Summary (0:20)
Quiz
Module 5.8
Introduction (0:19)
Purpose of Service Level Management (1:04)
Service Level Agreements (1:04)
Measurement (1:03)
Customer Engagement (1:32)
Gathering Information (1:27)
Summary (0:17)
Quiz
Service Management - Service Offerings
Lecture content locked
If you're already enrolled,
you'll need to login
.
Enroll in Course to Unlock