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ITIL® 4 Foundation
Introduction
Welcome (5:15)
Study Guide
Exam Fundamentals (6:48)
4th Industrial Revolution (3:33)
Service Organizations (5:07)
Quiz: Introduction
Service Management
Service Management (2:37)
Value (4:09)
Organizations and People (11:49)
Services and Products (5:38)
Service Offerings (7:16)
Service Relationships (6:19)
Outcomes (10:24)
Costs (2:57)
Risks (6:01)
Utility and Warranty (4:48)
Quiz: Service Management
Four Dimensions of Service Management
Four Dimensions of Service Management (1:23)
Organizations and People (7:00)
Information and Technology (7:44)
Partners and Suppliers (9:47)
Value Streams and Processes (4:49)
PESTLE (3:13)
Applying the Four Dimensions (5:05)
Quiz: Four Dimensions of Service Management
Service Value System
Service Value System (2:40)
Opportunity, Demand, and Value (5:23)
Governance (2:07)
Quiz: Service Value System
Guiding Principles
Guiding Principles (3:36)
Focus on Value (3:56)
Start Where You Are (8:11)
Progress Iteratively with Feedback (6:43)
Collaborate and Promote Visibility (5:31)
Think and Work Holistically (5:36)
Keep It Simple and Practical (3:34)
Optimize and Automate (5:58)
Quiz: Guiding Principles
Service Value Chain
Service Value Chain (5:17)
Plan (4:21)
Improve (4:04)
Engage (8:30)
Design and Transition (5:15)
Obtain/Build (7:10)
Deliver and Support (5:13)
Value Streams (2:00)
Quiz: Service Value Chain
Continual Improvement
Continual Improvement (2:23)
Continual Improvement Model (1:58)
What is the Vision? (2:53)
Where are We Now? (2:11)
Where Do We Want to Be? (3:15)
How Do We Get There? (1:32)
Take Action (1:16)
Did We Get There? (1:37)
How Do We Keep the Momentum Going? (2:17)
Continual Improvement and the Guiding Principles (3:56)
Quiz: Continual Improvement
General Management Practices
Categories of Practices (2:37)
Management Practices (1:18)
Continual Improvement (7:48)
Information Security Management (3:45)
Relationship Management (1:56)
Supplier Management (1:32)
Architecture Management (2:08)
Knowledge Management (2:13)
Measurement and Reporting (1:27)
Organizational Change Management (1:25)
Portfolio Management (2:05)
Project Management (2:05)
Risk Management (2:16)
Service Financial Management (1:17)
Strategy Management (1:56)
Workforce and Talent Management (1:41)
Quiz: General Management Practices
Service Management Practices
Service Management Practices (1:16)
Change Control (8:54)
Incident Management (8:05)
Problem Management (4:51)
Service Desk (7:54)
Service Level Management (5:50)
Service Request Management (7:21)
IT Asset Management (1:58)
Monitoring and Event Management (2:12)
Release Management (1:03)
Service Configuration Management (1:18)
Availability Management (1:08)
Business Analysis (1:00)
Capacity and Performance Management (2:16)
Service Catalog Management (1:37)
Service Continuity Management (1:29)
Service Design (1:37)
Service Validation and Testing (1:04)
Quiz: Service Management Practices
Technical Management Practices
Technical Management Practices (0:43)
Deployment Management (0:58)
Infrastructure and Platform Management (1:00)
Software Development and Management (1:01)
Quiz: Technical Management Practices
Conclusion
Putting It All Together (6:36)
Conclusion (1:44)
ITIL Certification Path (2:04)
Practice Exams (2)
Practice Exam #1
Practice Exam #2
Quiz: Introduction
This quiz will test your knowledge of the topics covered in this section of the course.
Complete and Continue