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LinkedIn Learning

Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

via LinkedIn Learning

Overview

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Learn how to put the seven key ITIL® Foundation concepts into practice. This course shows how to apply concepts such as the service management lifecycle to real-world IT scenarios.

Syllabus

Introduction
  • Welcome
  • What you should know
1. ITIL Foundation Concepts
  • Services and service management
  • The service lifecycle
  • Service management terminology, principles, and models
  • Service management processes and functions
  • Service management roles
  • Service management technology and architecture
2. Seven Ways to Apply ITIL Foundation Concepts
  • Applying ITIL doesn't have to be this way
  • The Seven Ways: Service management applications
  • The Seven Ways: A service management manifesto
  • Enact and enable outcomes
  • Enlighten and empower people
  • Lower barriers, increase enablers
  • Improve moments of truth
  • Bringing the first four ways together
  • Root out variation and dependency
  • Lower transaction costs
  • Reflect and act as individuals, teams, and organizations
  • Now that we've covered our approach, let's start applying
3. Apply: Real-World Examples
  • Services and service management
  • Service management lifecycle
  • Service management terminology
  • Service management processes
  • Service management functions
  • Service management roles
  • Service management technology and architecture
4. Apply: Services and Service Management
  • Services and stakeholders
  • Services and business services
  • Value perception and stakeholder relations
  • Hiding the specifics of costs and risks
  • Internal and external services, customers, and users
  • Core, enabling, option, and enhancing services
  • Service assets
  • Service parts
  • Service features, qualities, and telemetry
  • Service management capabilities
  • Service portfolio
  • Service catalog
  • Utility and warranty = Value
  • Variation, dependencies, and service degradation
  • SLAs, OLAs, and UCs
5. Apply: Service Management Lifecycle Concepts
  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement (CSI)
6. Apply: Service Management Terminology and Key Principles and Models
  • Why shared terminology is important
  • Service management terminology and key principles and models
  • Overall and next-level-down understanding
  • A hunting we shall go
  • Do something with it
  • Where does it hurt?
  • Key principles and models
  • Value creation through services
  • People, process, products, and partners
  • Five aspects of service design
  • CSI approach
  • CSFs and KPIs
  • Baselines
  • Technology, process, and service metrics
7. Apply ITIL Foundation Processes
  • Service management processes
  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • CSI approach
8. Apply ITIL Foundation Functions
  • Service desk, application, technology, and IT operations management
  • Service desk
  • Technical management
  • IT operations management
  • Application management
9. Apply ITIL Roles
  • Service management roles
  • Process owner and process manager
  • Service owner
  • RACI: Responsible and accountable
  • RACI: Consulted and informed
10. Apply Service Management Technology and Architecture
  • Service management technology and architecture
  • Scope of automation
  • Tooling
  • Reduce variation by simplification and automation
  • Service analytics
  • Event management techniques
Conclusion
  • Next steps
  • Additional resources

Taught by

David Pultorak

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4.5 rating at LinkedIn Learning based on 164 ratings

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