1 - ITIL 4 OVERVIEW 1

Structured Benefits The Service Value System Four Dimensions of Service Management

• Lecture1.1
  ITIL 4 Introduction 16 min

2 - KEY CONCEPTS OF ITIL 1

What is Service Management as per ITIL 4? Understanding Service Relationships for Creating Value

• Lecture2.1
  Service Management Key Concepts 43 min

3 - THE FOUR DIMENSIONS OF SERVICE MANAGEMENT 1

A Holistic Approach to Value Delivery Organizations and People Informational Technology Partners and Suppliers Value Streams and Processes External Factors

• Lecture3.1
  Four Dimensions Of Service Management 32 min

4 - THE ITIL GUIDING PRINCIPLES 1

Focus on Value Start Where You Are Progress Iteratively with Feedback Collaborate and Promote Visibility Think and Work Holistically Keep It Simple and Practical Optimize and Automate Principle Interaction

• Lecture4.1
  Guiding Principles 33 min

5 - THE ITIL SERVICE VALUE SYSTEM (SVS) 1

Guiding Principles Governance Service Value Chain Practices Continual Improvement

• Lecture5.1
  Service Value System 20 min

6 - Continual Improvement Model 1

Governing Bodies Governance Activities The Role of Governance in the SVS

• Lecture6.1
  Continual Improvement Model 19 min

7 - Overview Of Practices 1

Plan Improve Engage Design and Transition Obtain and Build Deliver and Support

• Lecture7.1
  Overview Of Practices 18 min

8 - General Management Practices 1

The Model, the Value Chain, and Practice Continual Improvement Model Continual Improvement and the Guiding Principles Theory of Constraints

• Lecture8.1
  General Management Practices 34 min

9 - Service Management Practice Part 1 1

Introduction to ITIL Practices Continual Improvement Service Level Management Change Control Incident Management Service Request Management Service Desk Problem Management

• Lecture9.1
  Service Management Practice Part 1 01 hour 01 min

10 - Service Management Practices Part 2 1

General Management Practices Service Management Practices Technical Management Practices...Actual course syllabus may vary depending on the offering center. Contact your sales representative for more information.

• Lecture10.1
  Service Management Practices Part 2 21 min

11 - Mock Exam 3

• Lecture11.1
  Mock Exam 59 min
• Lecture11.2
  Sample Papers
• Quiz11.1
  ITIL® 4 Foundation Quiz 22 questions