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Chris Ward covers the IT infrastructure library (ITIL®) that’s ideal for use by large IT departments, including topics such as the service lifecycle, service operations, and more!...
Chris Ward covers the IT infrastructure library (ITIL®) that’s ideal for use by large IT departments, including topics such as the service lifecycle, service operations, and more!

Most companies that focus on the IT sector offer services within and without their company. For the end customer outside the company, many services seem to just “show up,” but behind the scenes is an IT department helping to deliver these services. For IT departments to run well there are processes that need to happen. In a small IT department, each person takes on many — if not all — of the processes and manages them individually. But in a big department, the processes need to be shared among job roles, standardized, and managed for maximum efficiency.

That's what IT Infrastructure Library (ITIL®) and IT Service Management (ITSM) are all about: managing the processes within an IT department to make the department run well and to ensure resources are available as needed. This certification and skill set are valuable to medium and large companies because it helps them get the most out of their IT investment, from both technologies and people.

Recommended Experience
  • Experience working with an IT department
  • Various IT-related skills
Recommended Equipment
  • No equipment necessary
Related Certifications
  • ITIL® Foundations certificate (v3)
  • PMP®
  • PMI-Agile®
Related Job Functions
  • IT manager
  • Project lead
  • Service provider
  • IT support
Chris Ward has been a CBT Nuggets trainer since 2006 and holds a variety of project management certifications, including PMP and ITIL.

This training has been approved for Category A PDUs. For a listing of how many PDUs are earned for this training, please visit our PMI R.E.P. FAQs on our Forum.

CBT Nuggets, through EXIN, is an AXELOS Accredited Training Organisation (ATO) for ITIL®.
CBT Nuggets, through EXIN, is an AXELOS Accredited Training Provider (ATP) for ITIL® Foundation and Chris Ward is an EXIN approved Accredited Trainer for ITIL® Foundation.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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1. ITIL® - Foundation Introduction (10 min)
2. ITIL® Foundation - Terminology (15 min)
3. ITSM and Services (11 min)
4. Processes and Functions (13 min)
5. Service Lifecycle (13 min)
6. Service Strategy - Introduction (14 min)
7. Service Strategy - Service Packages, SLPs, and Assets (13 min)
8. Service Strategy - Service Portfolio Management (12 min)
9. Service Strategy - Financial Management for IT (15 min)
10. Service Strategy - Business Relationship Managment (14 min)
11. Service Design - Introduction (10 min)
12. Service Design - Supplier Management (12 min)
13. Service Design - Service Level Management (14 min)
14. Service Design - Service Catalogue Management (10 min)
15. Service Design - Availability Management (16 min)
16. Service Design - Capacity Management (13 min)
17. Service Design - Information Security Management (11 min)
18. Service Design - Design Coordination and IT Service Continuity Management (13 min)
19. Service Transition - Introduction (11 min)
20. Service Transition - Transition Planning and Support (11 min)
21. Service Transition - Change Management (12 min)
22. Service Transition - Knowledge Management (11 min)
23. Service Transition - Service Asset and Configuration Management (13 min)
24. Service Transition - Release and Deployment Management (17 min)
25. Service Transition - Review (13 min)
26. Service Operations - Overview (12 min)
27. Service Operations - Service Desk Function (17 min)
28. Service Operations - Technical, Application, and IT Operations Management Functions (10 min)
29. Service Operations - Incident and Problem Management (20 min)
30. Service Operations - Event and Access Management (15 min)
31. Service Operations - Request Fulfillment (11 min)
32. Continual Service Improvement (14 min)
33. ITIL® Exam Cram (8 min)

ITIL® - Foundation Introduction

00:00:00

Hello, everyone. My name is Chris Ward. Welcome to the CBT Nugget series for ITIL Foundations Exam, 2011. Now, for those of you who are not familiar with me, I am one of the CBT Nuggets trainers here and have been so, at least as of the recording of this series, for just over nine years, and enjoy offering up to you these little Nuggets of information that you can use to help prepare you both for OTJ, which is my shorthand for on-the-job training, as well as, especially in this Nugget series, that exam environment, that certification, that you are looking for.

00:00:35

My background is primarily in project management, and in fact, I am a PMP certified individual, and you'll see me over there and doing some of the project management courses here at CBT Nuggets. But my IT background has been in, not only the area of radio and television broadcasting, helping to run stations and to provide products with computer IT infrastructures, service desk environments, and things like that, but I've been doing training for quite awhile.

00:01:03

And so my goal here in the next 30 odd Nuggets that we're going to do is to help get you guys ready for that ITIL Foundations exam. And I hope that you enjoy some of the stories we're going to tell to help you remember the things as well as give you the appropriate background and that foundation level, I love how they title it the Foundations Certified Individual.

00:01:26

I love getting that base in place for you as you continue to succeed and to go on to become, hey, who knows? Perhaps an ITIL expert or an ITIL master, and you're going to look back at this Nugget series as those first steps in order to get you there.

00:01:42

So let's get started. Because this is the foundations level for ITIL, there's probably a couple questions that we need to answer right upfront. Number one, what is ITIL? And number two, what is IT Service Management? Because, as we already know, this is the information technology infrastructure library.

00:02:01

Already talked about that, but what is that? What does it mean? Well, it all has to do with the integration with your IT Service Management. In fact, according to AXELOS, which is the people that are running this right now, it's the management framework showing the best practices for IT Service Management.

00:02:19

Now, the library is made up actually of five core books or core processes of IT Service Management, and notice, it says it is one of many sources for these best practices. In other words, just like PMI with the PMP and the Project Management Guide, it is not the only way to do things.

00:02:38

They recognize that. But what is IT Service Management? And that's probably another whole other definition that many people could come up with different ways of describing it. But this is actually officially from the ITIL service design book itself, on page 16, which is nice because if you're going to be taking the exam, you're going to find out rather quickly, as I say, when you're sitting in a small well-lit room after spending a large amount of money to answer questions on a computer screen, you make sure that you think of things the way they describe them.

00:03:09

They're the ones that came up with these best practices so we want to make sure that we're thinking the way they do. A lot of times, in any of my Microsoft Nugget series that I've done or even the project management, I always say put that hat on, your Microsoft hat on, your Cisco hat on, your VMware hat, whatever you are doing for certification, think like they do, and you're going to be able to answer a lot of those questions in that small well-lit room.

00:03:34

So IT Service Management, here is the official definition according to the ITIL book or library itself. The implementation and management of quality IT services that meet the needs of the business. And IT Service Management will be performed by IT service providers through an appropriate mix of-- check this out, people, processes, and information technology.

00:03:58

In other words, you've got the people, the IT people, that are going to be doing this, so here's IT person number one. And then, of course, they are going to use some sort of process, so they're going to have a guide, you now? And I'm using a book right here, and so this person looks at their guidebook because what they want to do is they want to offer some sort of IT service-- that's a little computer here, to-- and this is more people, which are going to be-- and we'll make the hair just a little bit different.

00:04:28

These are your customers. So IT Service Management is saying we need to mix all of this together in an appropriate way so that way, this person-- you can't see it right here, that's a happy smile, and that's why we're going to have Amber and a couple other people do my drawing from now on.

00:04:46

But you can see that this is what we want to provide, and the way that you do that is where the ITIL Library comes into play. And it does it through several different processes that we are going to follow, or life cycles, as we like to call them. Because we know that ITIL stands for that information technology infrastructure library, that means there's got to be a library around here somewhere, and there are.

00:05:09

There are five process books that are put together. Now, there are a huge amount of other books, we'll talk about that in another section here, but what we need to recognize is that from a foundation level, they're going to test you a little bit about the five core processes in the life cycle.

00:05:28

We have, of course, service strategy, we have service design, service transition, service operation, and continual service improvement. Now, as with any processes and any time you're dealing with life cycle, you don't think about this in a literal you do everything you need to do in service strategy and then you stop.

00:05:51

Then you start doing your service design, then you stop. Then you start-- you get the picture, right? In fact, these are all integrated together because they are part of the life cycle. It's part of the way that we provide good IT Service Management.

00:06:06

All of those activities that you're going to want to do. And it doesn't really matter what type of business that you're doing. It could be retail or sales, it could be marketing, manufacturing, it could be even internal. We'll talk about how even within companies-- I've done a lot of work with Honeywell, and also did a few project management teachings with PMI things with the Air Force.

00:06:29

And I'll tell ya, everything has a business outcome, and you need to be able to provide those IT services so that way the business can succeed. Think about that. That could be your websites, that could be communication services, your email, video conferencing, maybe you have a procurement system that needs to buy products, maybe you have point of sale services.

00:06:49

Even little coffee shops now have those little Square, which is one. There's a couple others that they utilize to make sure that they're able to take money for coffee that they have. Well, guess what? All of those things, those services, are all going to start off maybe with these service strategy.

00:07:07

You're going to design in how that service is going to work. You make sure, as you roll out that service, that there is a transition period before you are doing the day-to-day service desk and operations that you do. And as always, in anything, we want to make sure that we do continual service improvement.

00:07:24

Each one of these volumes, if you think about it, really provides the guidance that we're looking for for what a lot of people-- and this is something to remember. This is an integrated approach. It's integrated. We work together. That way, if you have a company, you want to have the capabilities for you to provide structure, you want to provide some stability, you want to make sure that your service management capabilities are going to stand the test of time.

00:07:53

And so over the years, and I think they started this in the '80s, the UK government did, and then, around the '90s, they had all these books that they put together, and they just started doing this evolution into what we have now for the 2011. But what you are going to do, and what we're going to do in this Nugget series, is we're going to walk you through an overview, a high level 30,000 foot overview, of each one of these individual books.

00:08:17

Because I have these books, by the way, and there's a whole bunch of information in there. And as you go through the different levels, you're going to go from the foundations level to maybe a practitioner, and then to intermediate, and maybe expert, you will add more and more information from each one of these particular books or guides, as we like to call them.

00:08:37

And this, by the way, is all going to be something that we can utilize in a public arena. Now, if you're like me, when I first saw the first five books and I order them and I get them, I say, yeah this isn't much of a library. This is more like a book series.

00:08:52

Why don't they call this the I-T-I-S? It's a series of books, but there is also a complimentary group of books, which is basically in addition to the core publications, and this is going to give you guidance it's going to be very specific to things like different industry sectors.

00:09:12

So you have industry sectors that will have particular IT Service Management guidances, manufacturing, could be for the government, could be for something like retail. Well, guess what? There's specific things that you're going to want to do for those particular sectors, and so they have special books that are released, kind of like this one, which is actually for the ITIL intermediate capability of release control and validation.

00:09:39

Well, if you notice, it's got the official logo, and it is part of an official publishers group. This case, I think it's the iTSMF UK. So these groups are going to produce this, and you might have different operating models, so how you do things might be different.

00:09:56

And there's obviously different technology architectures. Technology architectures. And these technology architectures could be maybe cloud based, maybe it is something where you're operating within a data center, or something like, where everything has a slightly different way of putting things together.

00:10:16

And you might want to-- whether you're doing a virtual environment or a non-virtual environment, where it's actually physical. Well, guess what? This complementary guidance is going to help you with that. This is one of my first little, I call them ding, ding, ding, small well-lit room items.

00:10:31

You might want to remember what the ITIL complementary guidance does for you. It is in addition to the core publications, and it helps you out with other areas that need maybe a little more nuanced approach or a little bit more definitive approach to something.

00:10:46

So make sure that you know about that. But let's jump on out to the website here and take a look at how we get ready for the exam, and what we're going to cover. The first thing that you're going to notice is that we're going to have you come on out to the AXELOS.com website.

00:11:00

If you haven't already been there, that is where you're going to find out all about the ITIL and the many different levels. Obviously, there is the foundation level, which is what we're going to look at. But you can obviously go over to the intermediate level, and eventually, up to the expert and master level.

00:11:15

AXELOS is the company that is running the qualifications for not only ITIL, Prince2 , and a whole slew of others that are out there. And so if you're interested in any of those, feel free to go check those out as well. But remember, in order for you to move on to the intermediate level, you are going to have to pass the ITIL Foundation Exam.

00:11:36

Now, I highly suggest-- over here, notice, it says that-- my pen went away. You can get and download the ITIL Foundation syllabus. I highly suggest you do it. It's going to give you a lot of the same information that you see here on how this works with, what you need to study, and some other materials.

00:11:54

But what I really like about the website here is if you scroll down, it tells you all about the examination format, the different things that you are going to need to know about the exam itself. Number one, the exam is a fairly straightforward exam. Multiple choice, you'll get a question, four possible answers.

00:12:11

Only one is the correct answer. So it's very straightforward. The nice thing is go with your gut on this. The other nice thing is it is only 40 questions. Now, the CAPM for your introductory level for project management is a lot more than that. It's 75 questions, so take that for what it's worth.

00:12:31

26 correct in order to pass, which isn't too bad. That's a 65%, and one of the best things to do is just go through and when you feel confident that you've done at least 26 of them and you knew them cold, take a breath and relax a little bit and answer the rest.

00:12:47

60 minutes, like we said, and it is closed book. You can't bring in anything to help you out with that. So check out the information that you find here on the website and get ready for that exam. Well, I hope that you are excited like I'm excited about this series.

00:13:04

We are going to get you ready, we're going to prepare you to take that foundations exam. It's going to be a great time. I hope this has been informative for you, and I'd like to thank you for viewing.

ITIL® Foundation - Terminology

ITSM and Services

Processes and Functions

Service Lifecycle

Service Strategy - Introduction

Service Strategy - Service Packages, SLPs, and Assets

Service Strategy - Service Portfolio Management

Service Strategy - Financial Management for IT

Service Strategy - Business Relationship Managment

Service Design - Introduction

Service Design - Supplier Management

Service Design - Service Level Management

Service Design - Service Catalogue Management

Service Design - Availability Management

Service Design - Capacity Management

Service Design - Information Security Management

Service Design - Design Coordination and IT Service Continuity Management

Service Transition - Introduction

Service Transition - Transition Planning and Support

Service Transition - Change Management

Service Transition - Knowledge Management

Service Transition - Service Asset and Configuration Management

Service Transition - Release and Deployment Management

Service Transition - Review

Service Operations - Overview

Service Operations - Service Desk Function

Service Operations - Technical, Application, and IT Operations Management Functions

Service Operations - Incident and Problem Management

Service Operations - Event and Access Management

Service Operations - Request Fulfillment

Continual Service Improvement

ITIL® Exam Cram

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