[Lynda.com / Mark Thomas] ITIL Foundations [2014, ENG]

Introduction
Welcome, objective, and schedule
Certification exam
Qualification scheme

1. Service Life Cycle
What is ITIL?
Components and phases of a service life cycle
Main concepts of the service life cycle
Summary: Service life cycle

2. Service Management as a Practice
IT today, IT opportunity
What is a service?
What is service management?
What comprises value?
The 4 Ps of service design
Key IT service management roles
Governance
Other quality frameworks: ISO/IEC 20000 and the Plan-Do-Check-Act (PCDA) model
Summary: Service management as a practice

3. Key Principles, Models, and Concepts
Processes
Processes, tools, and automation
Functions
Specific roles
The Responsible, Accountable, Contribution, Informed (RACI) model
Risk management
Business case
Communication
Service portfolio, pipeline, and catalog
Prioritization
Summary: Key principles, models, and concepts

4. Life-Cycle Phases
Service Strategy: Goal, scope, processes, and key concepts
Service Strategy: Value creation
Value to the business of Service Strategy
Service Design: Goal, scope, processes, and key concepts
Five aspects of Service Design
Service Design package
Value to the business of Service Design
Service Transition: Goal, scope, processes, and key concepts
Service Knowledge Management System
Value to the business of Service Transition
Service Operation: Purpose, scope, processes, and key concepts
Value to the business of Service Operation
Continual Service Improvement: Goal, process, and key concepts
Service measurement systems and metrics
The Continual Service Improvement register
The Continual Service Improvement model
The Plan-Do-Check-Act (PCDA) model
Value to the business of Continual Service Improvement
Integration of the five core phases
Summary: Life-cycle phases

5. Life-Cycle Processes: Part One
Service Strategy: Phase and processes overview
Service portfolio management
Financial management for IT services
Business relationship management
Service Design: Phase and processes overview
Service Design coordination
Service Catalog key concepts
More Service Catalog key concepts
Service Level Management: Overview and key concepts
Key activities of Service Level Management
Interfaces with Service Level Management
Availability management
Capacity management
IT Service Continuity Management
Security management
Supplier management

6. Life-Cycle Processes: Part Two
Service Transition: Phase and process overview
Transition Planning and Support
Service Asset and Configuration Management
Configuration Management System
Definitive Media Library
Change management
Change models
Change Advisory Board and Emergency Change Advisory Board
Activities of change management
The seven Rs of change management
Change management interfaces
Release and Deployment Management
The four phases of Release and Deployment Management
Knowledge management
Data, Information, Knowledge, Wisdom structure
Service Knowledge Management System
Service Operation: Phase and process overview
Event management
Incident management
Key concepts of incident management
Incident models
Activities of incident management
Incident-management interfaces
Problem management
Key concepts of problem management
Problem-management activities
Problem-management interfaces
Request fulfillment
Access management
Continual Service Improvement: Phase and process overview
Seven-step improvement process
Summary: Life-cycle processes

7. Service-Management Functions
Functions overview
Service Desk organizational structure
Service Desk and objectives
Technical management
IT operations management
Application management
Summary: Functions