Autoplay
Autocomplete
Previous Lesson
Complete and Continue
ITIL® 4 Foundation E-Learning Course & Exam Voucher + 6 Full-length Realistic Mock Exams
Exam Information
Exam Format (6:09)
Exam Breakdown (3:48)
Questions Types (3:00)
ITIL TIA Study Guide
Exam Voucher
How to request an exam voucher
Introduction to ITSM
History of ITIL (1:38)
Intro to ITIL (3:32)
Components of ITIL (2:31)
Key Concepts of ITSM
Service Management (1:51)
Value (5:35)
Organizations (2:26)
Service Providers and Consumers (3:52)
Other Stakeholders (2:26)
Services and Products (4:34)
Service Offering (3:21)
Service Relationship Model (6:12)
Outcome, cost and risk (2:25)
Output and outcome (2:33)
Service Cost (2:24)
Service risk (4:01)
Utility and warranty (3:46)
Four Dimension of Service Management
Introduction (3:51)
Organizations and people (4:30)
Information and technology (7:38)
Partners and suppliers (7:18)
Value Streams and Processes (7:59)
External Factors (2:35)
Service Value System
Introduction to the Service Value System (3:45)
SVS Components (4:46)
Guiding Principles (3:54)
Focus on Value (5:36)
Start where you are (5:42)
Progress iteratively with feedback (6:36)
Collaborate and promote visibility (5:45)
Think and work holistically (3:28)
Keep it simple and practical (4:26)
Optimize and automate (4:10)
Governance (2:04)
Service Value Chain
Introduction to the Service Value Chain (6:19)
Plan (7:48)
Improve (6:08)
Engage (7:55)
Design and Transition (5:57)
Deliver and Support (4:23)
Continual Improvement Model
Introduction to the Continual Improvement Model (4:26)
What is the vision (4:40)
Where are we now (2:25)
Where do we want to be (3:00)
How do we get there (2:29)
Take actions (2:14)
Did we get there (2:01)
Keep the momentum going (3:20)
General Management Practices
ITIL Management Practices (2:53)
General Management Practice Introduction (1:53)
Continual Improvement (7:38)
Information Security (5:47)
Relationship Management (3:12)
Supplier Management (5:28)
Service Management Practices
Introduction to Service Management Practices (1:17)
Change Enablement (9:12)
Incident management (7:52)
IT Asset Management (4:51)
Monitoring and Event management (5:03)
Problem Management (7:13)
Release Management (2:31)
Service Configuration Management (3:25)
Service Desk (6:08)
Service Level management (7:14)
Service Request Management (3:34)
Technical Management Practices
Introduction to Technical Management (0:45)
Deployment Management (2:35)
Practice Questions
Mock Exam 1
Mock Exam 2
Mock Exam 3
Mock Exam 4
Mock exam 5
Mock exam 6
Service Management
Complete and Continue