Learning ITIL®

Learn the basics of the Information Technology Infrastructure Library (ITIL) and IT service management.

Introduction

• ITIL® unveiled: A journey begins
• Stand apart with ITIL® knowledge and certification
• What you should know
• Why learn ITIL® v3 when ITIL® 4 has been released?

1. Service Management and ITIL®

• Why learn key ITIL® service management concepts?
• Key concepts of services
• Key concepts of IT service management (ITSM)
• ITIL® in a nutshell: What's unique
• How ITIL® fits in and why ITIL® 4
• What ITIL® means for your organization

2. Learning ITIL® v3 Basic Concepts

• Why learn key ITIL® V3 concepts?
• Services, ITSM, the four Ps, and the service life cycle
• Terminology, key principles, and models
• ITIL® v3 service strategy processes
• ITIL® v3 service design processes
• ITIL® v3 service transition processes
• ITIL® v3 service operation processes
• ITIL® v3 service operation functions
• ITIL® v3 continual improvement process
• ITIL® v3 roles, technology, and architecture
• ITIL® v3 certification scheme

3. ITIL® v4

• Why learn key ITIL® 4 concepts?
• Why ITIL® 4?
• What to look for in ITIL® 4
• What's different in ITIL® 4 Foundation: Part 1
• What's different in ITIL® 4 Foundation: Part 2
• ITIL® 4 vs v3: Practices versus processes
• ITIL® 4: Service management four dimensions
• ITIL® 4: Service value system
• ITIL® 4: Service value chain
• ITIL® 4: Guiding principles
• ITIL® 4: 15 practices covered at the Foundation level, part 1
• ITIL® 4: 15 practices covered at the Foundation level, part 2
• ITIL® 4: Terminology and model
• ITIL® 4 certification scheme

Conclusion

• Preparing to pass the exam
• What the ITIL® exam is like
• ITIL® exam-taking strategies
• What to look for in ITIL® training
• Next steps on your ITIL® journey