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Course Curriculum

  • 1

    The Foundations of the Foundations Course

    • Welcome to the ITIL Foundation Course!

    • Exam Fundamentals

    • Important Message About the Course

    • Where Can I Take the ITIL Foundation Exam?

    • Exam Fundamentals Quiz

    • ITSM and ITIL

    • What Does ITIL Provide?

    • Best Practices

    • Essential Definitions

    • Governance Control

    • Organizational Structure

    • Risk

    • Toolsets in ITIL

    • IT Service Management Quiz
  • 2

    The Service Lifecycle

    • The Service Lifecycle

    • Overview of Processes & Phases

    • The Service Life Cycle Quiz
  • 3

    Service Strategy

    • Service Strategy (Overview)

    • Objectives of Service Strategy

    • Creating Value

    • Assets in Service Strategy

    • Strategy Management Process

    • Service Portfolio Management Process

    • Business Relationship Management Process

    • Financial Management Process

    • Demand Management Process

    • Roles in Service Strategy

    • Tools in Service Strategy

    • Service Strategy Quiz
  • 4

    Service Design

    • Service Design (Overview)

    • Objectives of Service Design

    • "Complete" Service Design

    • The Four P's of Service Design

    • Service Design Packages (SDPs)

    • Design Coordination Process

    • Service Catalog Management Process

    • Types of Service Catalogs

    • Service Level Management (SLM) Process

    • Service Level Management (SLM) Process (Continued)

    • Capacity Management

    • Capacity Management Process (Continued)

    • Availability Management Process

    • Reactive and Proactive Availability

    • Risk Analysis in Availability

    • Component Failure Impact Analysis

    • Fault-Tree Analysis

    • Expanded Incident Lifecycle

    • Availability Measurement

    • IT Service Continuity Management

    • Information Security Management Process

    • Supplier Management Process

    • Roles in Service Design

    • Tools in Service Design

    • Service Design Quiz
  • 5

    Service Transition

    • Service Transition (Overview)

    • Objectives of Service Transition

    • Outsourcing in Service Transition

    • Transition Planning and Support

    • Knowledge Management

    • Service Asset and Configuration Management

    • SACM Definitions and Concepts

    • SACM's 5 Principles

    • Change Management

    • 3 Types of Changes

    • Change Process Flow

    • Change Advisory Board

    • Change Authority

    • Change Models

    • Change Documents

    • Release and Deployment Management

    • Release & Deployment Assets

    • Release and Deployment Process

    • Service Validation and Testing Process

    • Change Evaluation

    • Roles in Service Transition

    • Tools in Service Transition

    • Service Transition Quiz
  • 6

    Service Operations

    • Service Operation (Overview)

    • Objectives of Service Operation

    • Principles of Service Operation

    • Event Management

    • Event Types

    • Incident Management - Purpose

    • Incident Management - Scope

    • Incident Management Process

    • Major Incidents

    • Models for Incident Handling

    • Problem Management

    • Problem Management Concepts

    • Problem Management Process

    • Request Fulfillment Process

    • Access Management

    • The Service Desk

    • Service Desk Functions

    • Service Desk Personnel

    • Structure of the Service Desk

    • IT Operations Management

    • Technical Management

    • Applications Management

    • Roles in Service Operation

    • Tools in Service Operation

    • Service Operations Interactions

    • Service Operations Quiz
  • 7

    Continual Service Improvement (CSI)

    • Continual Service Improvement (Overview)

    • Objectives of Continual Service Improvement

    • Principles of CSI

    • CSI Process

    • An Approach to CSI

    • Metrics and Measures

    • Putting CSI Into Practice

    • Roles in CSI

    • Tools in CSI

    • Continual Service Improvement Quiz
  • 8

    Practice Questions for ITIL v3 Foundation Certification Exam

    • Practice Quizzes ( 10 Questions Each)

    • Practice Quizzes (20 Questions Each)

    • Full-length Practice Exams (40 Questions Each)

  • 9

    Conclusion

    • Conclusions and Congratulations!

About the instructor

IT Manager

Eric Chu

A proven and experienced IT Manager, customer-focused and equipped with a technical background. I have over 8 years’ experience in IT Service Delivery Management and leading small to medium crossfunctional teams, and over 15 years of experience in IT Training and Sales.Through my passion for technology, science, and innovation, I have fostered extensive practical knowledge of emerging technologies, complex networks, and data centre eco-systems.I have had the opportunity to work across the Asia Pacific region as an experienced Business Development Manager and IT Project Manager delivering end to end solutions.

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