This course was created by Dion Training, an Accredited Training Organization for ITIL® by PeopleCert on behalf of Axelos. ITIL® and the Swirl logo are registered trademarks of AXELOS Limited, used under license of AXELOS Limited. All rights reserved. We are pleased to offer this training in our library.
Skill Level Beginner
- Welcome to this introduction to service management with ITIL 4. In this course, you're going to get an excellent introduction to the world of IT service management and the ITIL 4 framework. Please note, this course is not designed to be a complete study solution with everything you need to know to take and pass the ITIL 4 Foundation Certification Exam. Instead, this course is designed to get you started with ITIL 4 and to introduce you to the main concepts. This course allows you to see if ITIL 4 is right for you and your organization. Now, once you've decided that ITIL 4 is right for you, your next step would be to earn your ITIL 4 Foundation Certification. As of November 1st, 2019, all training courses for the ITIL 4 Foundation Certification must be sold with the certification voucher included. Because this site doesn't support the sale of those vouchers, you can only buy our full ITIL 4 training course at deontrain.com, where you're going to learn everything you need to know to take and pass the ITIL 4 Foundation exam on your first attempt. In addition to that, you're going to be exposed to the entire ITIL 4 framework there. So you can learn how to best use it within your organization. Now, with that being said, that doesn't mean that this course isn't going to be valuable to you. Over the next hour or so, I'm going to provide you with the basics and the foundations of service management, and a great introduction to ITIL, so that you can decide if you want to dive into this full certification process. So whether you're taking this course to learn about the ITIL 4 framework, or you're taking this course to prepare for the certification exam, so you can get a new job or advancing your current organization. This course has been designed specifically to teach you all about service management and introduce you to the major concepts of ITIL 4, such as the four dimensions of service management, the service value system, the guiding principles, the service value chain, continual improvement, and the 34 practices of ITIL. At the end of our time together, I'll even give you an introduction to the certification exam so that you can see what it feels like to take the ITIL 4 Foundation Certification and see if that's going to be right for you. Now, before we dive into the course materials, let me provide you with a quick introduction to ITIL itself. If your boss enrolled you in this course, you may not even know what ITIL is or what it's used for. ITIL is a framework for service management. But I guess that really begs the question, what is service management? Well, service management is a set of specialized organizational capabilities for enabling value to customers in the form of services. Now, we're going to talk a lot about service management during our time together. In fact, the entirety of section two is dedicated to the concepts of service management. Now ITIL was designed to provide organizations with a comprehensive framework for IT service management. In fact, ITIL is the world's most popular and most widely used IT service management framework. And it's one of the reasons why the ITIL Foundation Certification is in really high demand because most large companies have built their IT service management systems and processes around the ITIL framework. So now that I've hopefully gotten you all excited about ITIL, I need to take a quick detour and introduce myself and share four important tips to help you learn better during our time together. First, my name is Jason Dion, and I am the lead instructor here at Dion Training Solutions. I've been working in the IT and cybersecurity field for over two decades for organizations both large and small. In all of these organizations though, there was one common thread and that was ITIL. When I talk about small organizations, I'm talking about companies with less than about 20 people, companies like my own. Now, when I mentioned large organizations, one of my last positions was with an organization that spanned six continents, dozens of countries and millions of end users. And guess what, both these small companies and these large companies all ran on ITIL. Now, I'm not just an instructor of ITIL, but I'm also a practitioner of the ITIL framework with decades of experience. Rest assured, you are in great hands with me. In fact, I'm an authorized instructor for ITIL and my company is an ATO, an accredited training organization, for PeopleCert, on behalf of AXELOS, the creators of the ITIL framework and the certification exams. All of our courses are reviewed by them prior to us releasing them to you to ensure you're getting the quality training that you deserve. Now for my four tips to success in this course. First, for every video in this course, you have the ability to turn on closed captioning. Each video is captioned by a real human to ensure accuracy. And this allows you to read along with the course, if you need to. Many of my students who speak English as their second language, really love having those captions playing along with the videos because it aids in their learning. If you want to enable closed captions, simply click on the CC button in the bottom of your video player. My second tip is about playback speed. Some of my students say that I talk too fast, while others say I speak too slowly. Either way, you get to control the speed of instruction by clicking on the 1x button in the bottom of your video player. If you want me to go faster, simply select 1.25x or 1.5x. If you want me to go slower, simply click on 0.75x or 0.5x. Faster or slower, the choice is yours. Now my third tip, and probably one of the most important tips, is about our student support group. We have a student support group with several thousand other students who are learning ITIL and other IT and project management certifications through all of our various courses. If you want to join the fun there, it is completely free to do. And you can find us at facebook.com/groups/diontraining. Once there, request to join this private group and we'll let you in. In this group, we answer questions, we put out additional free content, and we help support each other through our IT careers. Also, if you ask your questions there, you're likely to get an answer within just a few minutes, most of the time, because we have thousands of other students, both past and present, who join in our conversations there. So if you're on Facebook, I really recommend joining that group today. If you aren't on Facebook though, you can still get your questions answered if you get stuck. Simply send an email to firstname.lastname@example.org with your question and let me know what course you're taking so that I can better help you. We have over 20 courses after all. When you do that, either myself or one of my team members will answer your question submitted within about one to two days in most cases. Like I said, the Facebook group does tend to get your questions answered a lot quicker because there's many more people available online anytime of the day or night. Whereas our support email is only answered during normal business hours, Monday through Friday. Now the fourth and final tip is that this course comes with a downloadable study guide as a PDF in the next lesson. To access it, simply download it from the resources in the next lesson, and then you can print it out and refer to it during your offline studies. Now, with all the introductions behind us, let's get started learning all about IT service management with ITIL 4.