[Pearson IT Certification] ITIL Foundation Exam LiveLessons [2015, ENG]

Lesson 1: Laying the ITIL Groundwork
1.1 ITIL: Overview and History
1.2 ITIL Certifications and the Foundation Exam
1.3 Service Management as a Practice
1.4 All About Processes
1.5 Roles: Who Does What
1.6 The Service Lifecycle
1.7 Sample Questions Based on Lesson 1

Lesson 2: Service Strategy
2.1 Service Strategy Overview and Basics
2.2 Value, Value, Value
2.3 Patterns of Business Activity
2.4 Service Portfolio Management
2.5 Financial Management for IT Services
2.6 Business Relationship Management
2.7 Service Strategy Deliverables
2.8 Sample Questions Based on Lesson 2

Lesson 3: Service Design
3.1 Service Design Overview
3.2 Five Aspects and Four Ps
3.3 Service Catalogue Management
3.4 Service Level Management, Part 1
3.5 Service Level Management, Part 2
3.6 Capacity Management
3.7 Availability Management
3.8 IT Service Continuity Management
3.9 Information Security Management
3.10 Supplier Management
3.11 Design Coordination
3.12 Service Design Deliverables
3.13 Sample Questions Based on Lesson 3

Lesson 4: Service Transition
4.1 Service Transition Overview
4.2 Service Asset and Configuration Management, Part 1
4.3 Service Asset and Configuration Management, Part 2
4.4 Change Management, Part 1
4.5 Change Management, Part 2
4.6 Release and Deployment Management
4.7 Knowledge Management
4.8 Transition Planning and Support
4.9 Service Transition Deliverables
4.10 Sample Questions Based on Lesson 4

Lesson 5: Service Operation
5.1 Service Operation Overview
5.2 ITIL’s Four Functions
5.3 Event Management
5.4 Incident Management, Part 1
5:6 Incident Management, Part 2
5.6 Request Fulfillment
5.7 Problem Management, Part 1
5.8 Problem Management, Part 2
5.9 Access Management
5.10 Service Operation Deliverables
5.11 Sample Questions Based on Lesson 5

Lesson 6: Continual Service Improvement
6.1 Continual Service Improvement Overview
6.2 The Deming Cycle
6.3 The CSI Approach
6.4 7-Step Improvement Process
6.5 CSI Metrics and Measurement
6.6 CSI Interfaces and Roles
6.7 CSI Deliverables
6.8 Sample Questions Based on Lesson 6