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A complete resource to passing the ITIL v3 Foundations exam on the first attempt, include 2 realistic practice exams!
The 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.
This 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.
What You Will Learn
- To take and pass the ITILv3 Foundations certification exam
- To understand the basics of the ITILv3 framework
- To understand how the ITILv3 framework is implemented within an organization
- To explain basic ITIL concepts using real-world examples
Table of Contents
1 Welcome to the ITILv3 Foundations Course!
2 Exam Fundamentals
3 ITSM and ITIL
4 Where Can I Take the ITIL Foundations Exam
5 What Does ITIL Provide
6 Best Practices
7 Essential Definitions
8 Governance Control
9 Organizational Structure
10 Risk
11 Toolsets in ITIL
12 The Service Lifecycle
13 Service Strategy (Overview)
14 Objectives of Service Strategy
15 Creating Value
16 Assets in Service Strategy
17 Strategy Management Process
18 Service Portfolio Management Process
19 Business Relationship Management Process
20 Financial Management Process
21 Demand Management Process
22 Roles in Service Strategy
23 Tools in Service Strategy
24 Service Design (Overview)
25 Objectives of Service Design
26 ‘Complete’ Service Design
27 The Four P’s of Service Design
28 Service Design Packages (SDPs)
29 Design Coordination Process
30 Service Catalog Management Process
31 Types of Service Catalogs
32 Service Level Management (SLM) Process
33 Service Level Management (SLM) Process (Continued)
34 Capacity Management
35 Capacity Management Process (Continued)
36 Availability Management Process
37 Reactive and Proactive Availability
38 Risk Analysis in Availability
39 Component Failure Impact Analysis
40 Fault-Tree Analysis
41 Expanded Incident Lifecycle
42 Availability Measurement
43 IT Service Continuity Management
44 Information Security Management Process
45 Supplier Management Process
46 Roles in Service Design
47 Tools in Service Design
48 Service Transition (Overview)
49 Objectives of Service Transition
50 Outsourcing in Service Transition
51 Transition Planning and Support
52 Knowledge Management
53 Service Asset and Configuration Management
54 SACM Definitions and Concepts
55 SACM’s 5 Principles
56 Change Management
57 3 Types of Changes
58 Change Process Flow
59 Change Advisory Board
60 Change Authority
61 Change Models
62 Change Documents
63 Release and Deployment Management
64 Release & Deployment Assets
65 Release and Deployment Process
66 Service Validation and Testing Process
67 Change Evaluation
68 Roles in Service Transition
69 Tools in Service Transition
70 Service Operation (Overview)
71 Objectives of Service Operation
72 Principles of Service Operation
73 Event Management
74 Event Types
75 Incident Management – Purpose
76 Incident Management – Scope
77 Incident Management Process
78 Major Incidents
79 Models for Incident Handling
80 Problem Management
81 Problem Management Concepts
82 Problem Management Process
83 Request Fulfillment Process
84 Access Management
85 The Service Desk
86 Service Desk Functions
87 Service Desk Personnel
88 Structure of the Service Desk
89 IT Operations Management
90 Technical Management
91 Applications Management
92 Roles in Service Operation
93 Tools in Service Operation
94 Service Operations Interactions
95 Continual Service Improvement (Overview)
96 Objectives of Continual Service Improvement
97 Principles of CSI
98 CSI Process
99 An Approach to CSI
100 Metrics and Measures
101 Putting CSI into Practice
102 Roles in CSI
103 Tools in CSI
104 Conclusions and Congratulations!
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