back

Accredited ITIL® 4 Foundation 2022

An introduction to the ITIL 4 Framework of ITSM12 H 56 M

Just you? Training a whole team? There's an ITProTV plan that fits.

Start Training Today
This course has a practice test
Episodes
Episodes
  • Introduction to IT Service Management
    • Welcome to ITIL 4 Foundation
    • The Foundation Exam
    • What is new in ITIL 4?
    • What is a service?
    • Organizations and Roles
    • Value in ITSM
    • Service Offerings
    • Service Relationships
  • ITIL Guiding Principles
    • Guiding Principles Overview
    • 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
  • Four Dimensions of ITSM
    • Organizations and People
    • Information and Technology
    • Partners and Suppliers
    • Value Streams and Processes
  • Service Value System and Service Value Chain
    • The Service Value System
    • Governance
    • Management Practices Overview
    • Continual Improvement
    • The Service Value Chain
    • Plan, Improve, and Engage
    • Design and Transition
    • Obtain/Build
    • Deliver and Support
    • Building a Value Stream
  • ITIL Management Practices
    • Continual Improvement
    • Change Enablement
    • Incident Management
    • Problem Management
    • Service Request Management
    • Service Desk
    • Service Level Management
    • Information Security Management
    • Relationship Management
    • Supplier Management
    • IT Asset Management
    • Monitoring and Event Management
    • Service Configuration Management
    • Release and Deployment Management
  • Exam Preparation
    • The Tools
    • Using the Sample Papers
    • Case Study: Health Care Industry
    • Case Study: Manufacturing
    • Signing up for the Exam

Welcome to ITIL 4 Foundation

15 M

itprotv course thumbnailitprotv course thumbnailitprotv course thumbnail
  • Episode Description
  • Transcript

In this episode Chris and Zach introduce you to the ITIL framework and what you will learn in this course. *Access to this content requires an exam voucher*

WEBVTT >> Very excited to be a part of this next course that's launching ITIL 4 Foundation. What's it all about? Let's find out right now. >> You're watching ITProTV. >> Hello and welcome to the all-new ITIL 4 Foundation. I'm your host Zach Memes, along with, and I'm so happy to be with, Mr. Chris Ward. He is our ITIL 4 expert beyond belief. Chris, good to see you again. >> You know it's great to be with you as always Zach. Excited, like you said, we're gonna be starting off with the ITIL 4 Foundation class. It's that first step in a journey to becoming, well hopefully at some point, maybe a managing professional, maybe a strategic leader. I think that's part of your goal too Zach. Oh it is. You're open to do that? Excellent, yeah. So we are going to be spending, oh next, I can't even count how many excellent... 4,000 episodes. 4,000? Okay, as long as you're keeping track of how many that is gonna be, we're gonna be okay. But this is of course an accredited course through ITProTV and entertainment live here, and part of the ACI Learning family, which is kind of cool, you know, for Zach and I to actually begin to be able to record this and say, by the way, we're part of the ACI Learning family and talk about all that. And I know that for most of you as you're watching this, this might be your very first interaction with IT service management certification. Maybe your boss told you, hey, you gotta go get ITIL certified. Or perhaps it's something that you've seen and you've noticed that, wow, a lot of people here on LinkedIn are getting ITIL certified and a lot of my friends in the industry are getting ITIL certified and you're looking into it. Well, we're glad that you're with us today and I know that you're gonna enjoy it. It's gonna be a lot of fun. Zach and I love this stuff and you're gonna be learning a lot of great information. So, Zach, guess what we're doing today? I think we're going over what we're gonna be doing throughout the majority of years. You know what we're gonna be doing? Yeah, that's what we're gonna be doing. What are we gonna cover? I mean, that's probably a good idea for the very first episode, right? We're gonna be talking about all about the learning objectives. What can you expect at the end of, what was that number again? 4,000? 4,000. Yeah, 4, episodes that we're going to do. Maybe we'll be able to compress that just a little bit down. But let's take a look at the learning objectives and what we're going to see here is that with ITIL, we want to make sure that you understand what the ITIL 4 qualification scheme is. Now, you're coming in at the very beginning, which means that we are talking about, as the title says, ITIL 4 Foundation. What that also helps you understand is that this is not an advanced or an intermediate course in the ITIL framework. It's not really heavy on the IT service management side there. Instead, what you're kind of getting is you're getting into a plane, you're cruising up to, you know, that cruising altitude of 30,000 feet, and you're looking down at the panorama of what ITIL is all about. And so that means that as we start with that, you can move up. We can go from foundation, but let's say you do want to become maybe an ITIL specialist, as we'll talk about in some of the qualifications that you have. Maybe you want to become an ITIL strategist or a managing professional and strategic leader like myself. We're going to teach you a little bit about what it takes to get there, maybe kind of set forth a path for you in order to follow, to get you from foundation all the way up to, hey, perhaps even an ITIL master status. We'll explain a little bit about that in the episodes coming up. Now, we also, of course, want to talk a little bit about the key concepts of service management. One thing about ITIL is that it is all about IT service management. It is a framework. And as we'll discuss, that means it's not a standard, it's not prescriptive, but at the same time, it follows those generally accepted best practices on how to handle IT service management, how to produce products and services that provide value ultimately to your consumers. We're also going to be taking a look at some of the key terminology that's included with IT service management. We're going to be talking about things like what is a service, probably a good thing to know and understand for something like that. We're also going to be taking a look at some of the key concepts of creating value with those services, with the products that your company, your organization is producing. And as part of that also is any time you're producing something, somebody needs to receive it, which means you have providers, you have consumers, and there has to be some sort of relationship, Zach, between those two, don't you think? >> I do think so. And you know something as well, Chris. We hear certain words over and over again in ITIL. And by the way, one of the things I learned early on was ITIL is a methodology. And so one of the words that we hear over and over again is value. Value runs through everything in ITIL, am I right? >> Oh, you couldn't be more right if you tried. Yeah, that value is going to be showing up. Service, obviously, Zach. I mean, you've been with me teaching this for a while. What are some other words that just come into your mind when you start thinking about ITIL? >> Well, obviously, value, but service, relationships, people, organizations, that sort of thing. Yeah. >> Now, I'm surprised you didn't say your favorite model that we talk about. Automations. ITIL. VUCA, I remember. VUCA, certainly. Yeah, your favorite one, which is something we'll briefly mention here. It's more of one of the advanced topics that Zach and I talk about. If you take high velocity IT or digital and IT strategy with Zach and I, we'll encounter that. But you're absolutely right, Zach. I mean, we're going to be talking about some topics, the guiding principles. We're going to be talking about things that are what some people would consider outside of ITIL. They're like they're talking about, you know, agile methodologies and project management, DevOps, Lean, COVID. And so you're going to hear some of these other frameworks and methodologies that are going to be mentioned, mostly because ITIL is very fond of finding the best that's out there and brings it in and says, you know, hey, you know, this is good. This works really well with us. Let's figure out a way to integrate those things together. So those are going to be some of the first things that we're talking about. But also in this series, we are going to be looking at understanding the ITIL guiding principles. Now, for those of you who are familiar with older versions of ITIL, there was there was these guiding principles that were out there. There were nine of them. And it was part of a certification that you could get called the ITIL practitioner. So good news. They brought the guiding principles in. They condensed them down to seven. So there's no longer nine. But they are going to be a very important part. In fact, you're going to get asked a few questions in a small way living room after spending a certain amount of money on it, you know, answer questions on a computer screen, a.k.a. the exam. When you see that, you're going to be asked several questions about the guiding principles, mostly about the nature. I mean, why do we have them? And the interaction of the guiding principles. Just to give you an example, you have one guiding principle that's keep it simple and practical. And then one of the other favorite words that Zach likes automation, one of the other guiding principles is optimize and automate. And so keeping it simple and practical, right, is a good way to lead into how to optimize and automate. Makes sense. You can you can you can see that with the with the guiding principles. Now, I know guiding principles. We talk about these fairly heavily, don't we, Zach, even later on in the more specialist versions. >> We do. And, you know, it's interesting to note that the first one, the number one is focus on value and then become start where you are in progress iteratively with with feedback and collaborate, promote visibility. And it goes on from there. But I mean, these are very important. Every one of them is very important. We're going to be breaking those down a little bit, aren't we? >> Yeah, definitely. Mostly because, like we said, we're going to be out of anything outside of the actual practices like incident management. Incident management and change enablement and service desk and the practices where you get asked more than half of the questions come from there. Guiding principles is the next biggest section where you get asked questions. So absolutely, we'll be breaking some of those down, having some having some fun doing that, including how do you use the guiding principles? It's great to have, you know, these guiding principles out there. It's great to have things that are not necessarily policies or controls, but at the same time, we want to be able to know what does that look like in Reelsville? What does that look like when I'm sitting at my desk with my manager, my boss, and or you're talking to another ITIL certified individual? You know, besides the good news is now you guys kind of speak a common language. But where does that apply? How does that apply? And that's something that we're going to explain there as well. Now, there are a few other things that we are going to be covering in this series, some cool stuff. There are other things. Now you have seven guiding principles, but there are also four dimensions. In fact, you heard that kind of hinting at that when you talked about organizations and people, information technology, partners and suppliers. And of course, because I love putting Zach on the spot, do you happen to recall Zach, that fourth guiding or not guiding principle, the dimension? Well, Chris, you think you might have me here, but it's value streams and processes or processes depending on where you're from. Yes. Oh, wow. You and through the British UK version, which of thing, you know, processes. That's right. Yes. So you're absolutely right. And in fairness, I do try to get Zach on occasion with these. Gotcha questions. Great job on that one for like that. Now, we're also going to be taking a look at several other things, including the purpose and components of the ITIL service value system or what we call the SVS. Now, because we have the service value system, which is we're going to talk about kind of replace the old service lifecycle of the older ITIL versions. And by the way, for those of you who are joining us, I don't think I've mentioned already, you might have already received your ITIL certification in a previous version, version three or or something like that. Don't worry. We are going to help walk you through some of those transition type statements and type definitions and references. So that way you can take what you already know and apply it now into more of a brand new, the all new hot sweetness. The new hotness. The new hotness. New hotness. Yeah. So we're going to be doing that. Speaking of that, there's going to be a part of that is the service value chain, which is at the core of the service value system. One of the main components of that. There are six key activities that are done through that. And we're going to be taking a look at that. And then, of course, we need to know those practices that I already mentioned, where we talked about incident management and change enablement and service desk and information security management. Continual improvement. All these great practices. Fifteen of them you need to know at just a basic level. What's its purpose? Maybe a definition of a term like if we're talking about monitoring and event management, they might ask you something about what is an event or what is ITIL consider an event. So it's good to know that definition. But seven of them you are going to be answering 17 questions on in detail. That's where you might find out about. Yeah, we're talking about the purpose of change enablement, which is to maximize the number of successful IT changes. You know, you know, the successful ones and make sure that we have those. But what about the fact that there are three types of change? And oh, by the way, which one of the change types deals primarily with the change schedule? By the way, what is the change schedule? By the way, how does standard changes interact with survey? You know, all of a sudden we're going to start getting deeper into seven of these change enablements. One incident management problem management and a few others. And so our goal here, of course, Zach, is to make sure that everybody is familiar with at least the purpose and definition. But then on those seven, we are going to do a deep dive, which prepares us for, oh, I don't know. Do you think we might want to do a certification exam? >> I think so. I think I think it's a very good goal. >> Yes, it is very much so. And we're going to explain exactly what are the tools you need. You know, Zach is somebody who's studied to go to prepare for this exam himself. He's going to walk you through a few things as well, just on like, hey, this is here are some things. These are tough areas. Here are some tools and tricks that are helping me. I will give you some from my years and years of experience of teaching ITIL and even ITIL 4 as a foundation class. And so we're going to be doing quite a bit of that. And I think our number one goal, Zach, here is to help people understand what ITIL is. And our second goal, which is fairly important, >> help you pass the exam. What do you think about that? I think that's a marvelous goal. And thank you for joining us, by the way. All right. So, Chris, thank you. Thank you for being here. And, you know, we're going to see you again. Make sure you watch every episode of the brand new ITIL 4 Foundation. We'll see you again >> soon.