ITIL Foundation Infrastructure Library Version 3

What You'll Learn

• Video 1: Introduction to ITIL|10:47

  In this first nugget we define the IT Infrastructure Library (ITIL) framework and identify the people who need the certification. This nugget provides an outline of the many topics that are covered as well as the key players in ITIL certification. The training finishes with a discussion of the ITIL Foundation certificate itself.

• Video 2: IT Infrastructure Library|27:13

  This module gives the background of the ITIL initiative and introduces the five books of ITIL version 3. The benefits of ITIL are discussed as well as some potential pitfalls to adhering to ITIL too closely -- as opposed to using it as a set of guidelines and a framework.

• Video 3: IT Service Management Concepts|31:47

  This nugget starts off by defining service management from the ITIL point of view. Next, we explore the concepts and importance of service and quality. The concepts of organization and policies are discussed concluding with a look at process management.

• Video 4: Service Desk Support|26:56

  It's time to finally dive into the ITIL book content beginning with the ever-important service desk. We first compare the service desk with the traditional Help Desk concept. Next, we learn about the functions and activities of the service desk. We explore the several types of service desk rollouts, the service desk personnel, and the critical factors for service desk success.

• Video 5: Incident Management|31:25

  This nugget module begins with an excellent overview of incident management followed by a discussion of the incident lifecycle. After that we find out about incident escalation as well as functional versus hierarchical escalation. Finally, we conclude this nugget by looking at the benefits, costs, and challenges of incident management.

• Video 6: Problem Management|27:15

  As you will discover, problems lead to incidents and we define problems in this nugget. We also compare problem management with incident management. The goals and objectives of problem management are explored as well as the problem management processes. We finish this module looking at the role of the problem manager.

• Video 7: Change Management|34:10

  This nugget gives you change management in a nutshell along with key terminology. The actions and processes of change management are covered as well as the vital role of the change manager.

• Video 8: Release Management|30:35

  This interesting topic covers the basics of hardware and software release management as defined by the ITIL. We discover the goals of release management along with the several types of releases. This module concludes with an exploration of the release management process.

• Video 9: Configuration Management|32:38

  This nugget covers in great detail the concepts, the objectives, and the benefits of configuration management. We will learn about the configuration management activities and processes as well as the costs and potential problems of change management.

• Video 10: SLA Management|24:21

  Service Level Agreements (SLA) and Service Level Management (SLM) are the glue that holds it all together. We look at key SLM terminology as well as the scope and the goals of SLM. In addition to these topics, the costs and benefits are explored as well as the SLM process itself. Finally, we learn about the role of the service level manager.

• Video 11: IT Services Financial Management|35:46

  If water makes the grass grow then money makes the world go -- so lets make sure we understand the financial aspect of ITIL. We will explore the following aspects of IT Services Financial Management: basic concepts, types of costs, goals and objectives, processes and activities, and possible pitfalls.

• Video 12: Capacity Management|24:35

  How much is too much? Let's learn the basic terminology and benefits of capacity management. In this nugget we explore the capacity management sub-processes and activities according to the ITIL. Finally we wrap up with capacity management activities, costs, and other related issues.

• Video 13: Availability Management|36:31

  First this nugget covers availability management in a nutshell. Next, we crack open the nut and look at: the 3 principles of availability; basic availability concepts; availability processes and activities; and popular availability methodologies.

• Video 14: IT Service Continuity Management|33:59

  This module provides an overview of IT Service Continuity Management (ITSCM). Also, we investigate the many types and categories of disasters. We learn about the 4-Phase ITSCM process as well as the potential costs and problems associated with ITSCM.

• Video 15: IT Security Management|25:28

  This final module looks at the vital role of ITIL security management. We begin with a brief overview of concepts and terms. Next, we explore different categories of security controls. The security management process (six steps) are covered in detail as well as the relationship of security to the SLA. Finally we discuss the potential costs and possible pitfalls of security management.