Accredited ITIL® 4 Foundation 2022

An introduction to the ITIL 4 Framework of ITSM13 H 8 M

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  • 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

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  • 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*

Very excited to be a part of this next course that's launching I till four foundation. What's it all about? Let's find out right now. >> You're watching I T pro T V? >> Yeah. Hello and welcome to the all new ITIL four foundation. I'm your host, Zach Memos along with and I'm so happy to be with Mr Chris Ward. He's our ITIL four 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 ITILl four Foundation glass. It's that first step in a journey to be coming. Well, hopefully at some point, maybe a managing professional, maybe a strategic leader. I think that's part of your goal. To Zach, right? >> Yeah. >> You're hoping to do that. Excellent. Yeah. So we are going to be spending. Next I can't even count. How many? >> 4000 episodes. >> 4000. Okay, as long as you as long as you're keeping track of how many that is going to be, we're gonna be okay. But this is, of course, an uncredited course through I T Pro TV and entertainment I live here and part of the A C I learning family, which is it's kind of cool for Zach and I to actually begin to be able to record this and say, by the way, we're part of the A C I 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 I T service management certification. Maybe your boss told you Hey, you gotta go get I T certified. Or perhaps it's something that you've seen and you've noticed that a lot of people here on LinkedIn or 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 going to enjoy it. It's gonna be a lot of fun, Zach and I love this stuff, and you're going to 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. >> What we're gonna be doing. Yeah, that's what we're gonna be doing. What are we going to 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? >> 4000, 3000, 4000 and 32 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 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're talking about as the title says, ITIL4 foundation. What that also helps you understand is that this is not an advanced or intermediate course in the ITIL frame work. It's not really heavy on the I T service management side there. Instead, what you're kind of getting is you're getting into a plane you're cruising up to that cruising altitude of 30,000 ft 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 there. 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 gonna 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 will 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 I T 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 were also going to be taking a look at some of the key terminology that's included with I T service management. We're going to talk 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 or organization is producing. And as part of that also is, anytime 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 I TTL and by the way, one of the things I learned early on was ITIL methodology, and so one of the words that we hear over and over again is value, value runs through everything, and I tell them, all right. >> Yeah. 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 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 automation. >> [LAUGH] Veruca Muka? Certainly. >> Yeah, your favorite one, which is, You know, 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 strategy with Zach and I, you will encounter that, but you're absolutely right. Exactly. I mean, we're gonna be talking about some topics. The guiding principles we're gonna be talking about things, that are out. What some people would consider outside of ITIL. They're like they're talking about agile methodologies and project management devops Lean co bit. And so you're going to hear some of these other frameworks and methodologies that are gonna be mentioned mostly because ITIL is very fond of finding the best that's out there and brings it in and says, hey, 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 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 condense them down to seven, so there is no longer nine, but they are going to be a very important part. In fact, you're gonna get asked a few questions in a small way, lit room After spending a certain amount of money on a 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 Zack 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 see that 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 version we do. And you know, it's interesting to note that the first one, the number one is focused on value and then becomes start where you are and progressive terrifically with feedback and collaborate and promote visibility, and it goes on from there. But I mean, these are very important. Every one of them is very important. We're gonna be breaking those down a little bit, aren't we? >> Yeah, definitely. Mostly because, like we said we're gonna be out of anything outside of the actual practices like Incident Management and Change, Enablement and Service desk and the practices where you get asked. More than half of the questions come from their guiding principles is the next biggest section where you get asked questions on. 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 these guiding principles out there. It's 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 Reals Ville? 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. You have seven guiding principles, but there are also four dimensions. In fact, you heard that kind of hinting at that when he 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, not getting principle? The dimension. >> Well, Chris, you think you might have me here, but its value streams and processes or processes, depending on where you're from? >> Yes. Wow. You and through the British UK version, which have a thinking process, is yeah, 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 take a look at several other things, including the purpose and components of the ITIL service value system, or what we call the S. V S now because we have the service value system, which, as we're going to talk about, kind of replaced the old service life cycle 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 Iittle certification in a previous version. Version three or 2011 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 the brand new, the all new hot sweetness. And I think the term new hotness that we were the new hotness. All right, New hotness? Yes. So we're gonna 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 gonna 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, 15 of them you need to know at just a basic level What's its purpose? Maybe a definition of the 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. The successful ones and make sure that we have those. But what about the fact that there are three types of change? And, 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? All of a sudden we're gonna start getting deeper into seven of these change enablement 1, 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? I don't know. Do you think we might want to do a certification exam? >> I think so. I think it's a very good goal. >> Yes, it is. Very much so. And we're gonna explain exactly what are the tools you need? 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's some things. These are hard, tough areas. Here's 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 four 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 four foundation. We'll see you again soon. >> Thank you for watching I T Pro T V.