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ITIL® Foundation is an entry level certification and offers you a general awareness of the key elements, concepts, and terminology used in the ITIL® service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices....
ITIL® Foundation is an entry level certification and offers you a general awareness of the key elements, concepts, and terminology used in the ITIL® service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.

Target Audience
This certification is primarily aimed at:
  • Those who require a basic understanding of the ITIL® framework.
  • Those who need an understanding of how ITIL® can be used to enhance IT service management within an organization.
  • IT professionals or others working within an organization that has adopted and adapted ITIL® and who need to be informed about, or contribute to, ongoing service improvement.
However, the ITIL® Foundation level certification is open to and can benefit anyone who has an interest in the subject.

Recommended Experience
  • Exposure to IT
Recommended Equipment
  • No equipment necessary
Related Certifications
  • ITIL® Foundation certificate
Related Job Functions
  • IT management
  • Project lead
  • Service provider
  • IT support
Keith Barker has been a CBT Nuggets trainer since 2012, and has nearly three decades of IT experience. He holds a variety of certifications from Cisco, CompTIA, and more. His expertise areas include networking and security.

CBT Nuggets, through EXIN, is an AXELOS Accredited Training Organisation (ATO) for ITIL®. ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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1. Welcome to ITIL Foundation Certification Prep (7 min)
2. Service Management Fundamentals (12 min)
3. ITSM Lifecycle Fundamentals (12 min)
4. Processes 101 (16 min)
5. Service Portfolios (10 min)
6. Financial Management (12 min)
7. Business Relationship Management (9 min)
8. Service Design Package (12 min)
9. Catalog Management (8 min)
10. Service Level Management (21 min)
11. Availability Management (13 min)
12. Capacity Management (10 min)
13. IT Service Continuity Management (ITSCM) (13 min)
14. Information Security (7 min)
15. Supplier Management (7 min)
16. Service Transition Overview (8 min)
17. Configuration Management (15 min)
18. Change Management (17 min)
19. Release and Deployment (13 min)
20. Knowledge Management (11 min)
21. Transition Planning and Support (5 min)
22. Service Operation Overview (15 min)
23. Service Desk Function (7 min)
24. Event Management (8 min)
25. Incident Management (15 min)
26. Problem Management (10 min)
27. Access Management (6 min)
28. Request Fulfillment (5 min)
29. Continual Service Improvement: Overview (10 min)
30. The Deming Cycle (4 min)
31. 7-Step Improvement Process (12 min)
32. Roles (8 min)

Welcome to ITIL Foundation Certification Prep

00:00:00

Hello, my name is Keith Barker, and on behalf of the entire CBT Nuggets family, I'd like to welcome you to ITIL Foundation. Let's begin. I'd like to start off with the question. Why would anyone-- you, or I, or some service provider providing IT services?

00:00:17

Why would they want to follow already proven best practices? And I'm doing air quotes for that. Why would we follow best practices when rolling out and supporting services? And there might be several answers to that, but if you're saying something like, well, Keith if it's a proven best practice, we can benefit from others experience.

00:00:37

Instead of trying something unknown or unproven, if we follow best practices and use some kind of a framework for that, we're more likely going to have success delivering services to our businesses and to our customers. Well, that my friends is what ITIL is all about.

00:00:50

ITIL is an acronym that stands for the IT Information Library. And when we talk about a library, it's referring to five core books. And if you bought these physically, which I did, they are about 15 pounds of books. And as you might expect, there's a lot of information in those books, but here's the good news about the ITIL Foundation Certification, which this course and these videos are going to prepare you for.

00:01:14

Because the ITIL Foundation level is an entry level certification, it's really focused on making sure you're aware of the elements, and the concepts, and the terminology, and what's referred to as the ITIL service lifecycle. That has five core stages, and each stage is represented in one of these books.

00:01:32

So if you would allow me the opportunity and the privilege to do so, I would love to be your tour guide as we journey through the world of ITIL Foundation and we discover its concepts, and terminology, and general ideas regarding this best practice framework for rolling out and supporting IT services to our customers.

00:01:50

And as we enjoy our time together in these Nuggets, here are some tips I want to share with you. Number one is I would suggest that you commit study time, and it's not going to take much. Each of these Nuggets is relatively short, and quick, and fun to watch.

00:02:04

So an average person with a half hour a day could probably get in about two Nuggets a day just by committing a little bit of time every day. And if we did it that way, we can have all of these videos watched at least once in about 30 days. I've also discovered that if we commit to others regarding what we're going to do, we have a little teeny bit of positive pressure regarding getting it done.

00:02:26

So if you want to commit to a spouse, or a significant other, or a friend, or a child, or a parent regarding setting 30 minutes aside on a daily basis to do some studies, that would be great. I encourage you to do it. Or if you want to commit to me, that's great, too.

00:02:39

There's a couple of easy ways to do that. Number one, you go up to Twitter or you go up to Facebook, and just commit saying, hey, I'm committed to 10 minutes a day, or I'm committed to two Nuggets a day, or whatever level you're ready to commit to. And when you do that, I am right there rooting for you every step of the way.

00:02:56

I want you to succeed, and I've created these videos to make sure that you can succeed and not only understanding and internalizing the concepts of the ITIL Foundation Certification. But also in addition to understanding it, if you want to, you can go out and demonstrate that by taking an exam as well.

00:03:12

And here's my social media information if you want to go ahead and post that publicly regarding a commitment, either to study time or to have certification by a certain date. Either way is absolutely great, and so congratulations in advance on making a commitment.

00:03:25

The second thing I'd have you do is enjoy the videos. When we go into study mode, we should basically turn off all the distractions, which means putting our phone on vibrate, or mute, or if we can, sit it in the other room for a while, and making sure we aren't having pop-ups for our favorite social media sites, or anything else that might distract us from really getting into and enjoying a Nugget or two on a daily basis together.

00:03:48

And again, the videos are a lot of fun, and they go by very, very quickly. And the third step, if you want to demonstrate your knowledge as far as certification goes, you go ahead and schedule and take the exam. And AXELOS, that's the organization that's effectively in charge of ITIL and its certifications.

00:04:03

If you go up to axelos.com and then go to ITIL and ITIL Foundation, their website can provide you additional information on the options, depending on where you live in the world, regarding how to set up, and schedule, and then take their certification exam for the ITIL Foundation Certification.

00:04:20

Now, there's a really good possibility that as you watch this video, you may be wondering, is this ITIL Foundation Certification for me? So let's take a moment and discuss the types of individuals who could really benefit from the concepts that are going to be taught as part of this course.

00:04:36

Number one, those who want a basic understanding of the ITIL framework, you're in the right place. So you can learn about each of the five stages of the service lifecycle from an ITIL perspective. Or if you're curious about how ITIL can be used to enhance existing IT services and the management of those services within an organization, you have also come to the right place.

00:04:59

Because this course will also assist you with that. Or if you're an IT professional or another person who's working in an organization that's adopted and adapted ITIL principles as part of their business process and you want to be informed about and contribute to the overall service management process, this also is a great course for you.

00:05:17

And what I've discovered-- and I want to share with you-- is that even in organizations that are not using the best practices framework that ITIL provides, the techniques, and the ideas, and the logic that's presented through the ITIL lifecycle can be applied to lots of things.

00:05:32

For example, it'd be great to have a strategy at the beginning of something to plan on what you're going to do. It'd then be a great idea to design it and then to implement it, and then once it's implemented, make sure it runs correctly. And throughout that entire time, we'd also want to make sure we're looking for opportunities to make it better.

00:05:48

So not only does this apply to IT services, but it also applies to virtually anything that takes a little bit of strategizing, designing, and implementation to be successful, regardless of the product that is being delivered to the customer. And I'd like you to imagine in your mind going forward let's say 30 or 60 days, and you're going to take a certification exam to demonstrate that you do understand the ideas, and concepts, and terminology at the ITIL Foundation level.

00:06:15

One of the reasons that-- if you've gone through all of these videos, and for some people you might want to go through a few of them twice. And you can use the speed controls maybe to speed them up a second time for those areas you want to see a second time.

00:06:26

When you actually go for a certification, there's only 40 questions, and you only have to get 65% of them correct, which boils down to 26 out of 40 questions that you have to get right. And the test is 60 minutes long, and all of the questions are multiple choice, meaning you get to pick from answers that are provided for you for each question.

00:06:50

And one other tip I want to add regarding the actual exam itself is that there are no, I repeat, no trick questions whatsoever. If you have an answer that looks obvious for what the question says, it's the right answer. There is not one trick question in the entire exam, and the reason I know that is because not only did I take the exam, but I also read the messages that were presented before the exam, which said exactly that, that there are no trick questions at all as part of this certification.

00:07:20

And the cool thing is this, too-- whether or not you take the actual certification, you can still benefit from the knowledge of the concepts from ITIL that we'll go through together and enjoy in each and every Nugget. So I'm going to keep this intro fairly short, so we get right to the next Nugget.

00:07:35

And I look forward to seeing you there, my friend. Meanwhile, I hope this has been informative for you, and I'd like to thank you for viewing.

Service Management Fundamentals

ITSM Lifecycle Fundamentals

Processes 101

Service Portfolios

Financial Management

Business Relationship Management

Service Design Package

Catalog Management

Service Level Management

Availability Management

Capacity Management

IT Service Continuity Management (ITSCM)

Information Security

Supplier Management

Service Transition Overview

Configuration Management

Change Management

Release and Deployment

Knowledge Management

Transition Planning and Support

Service Operation Overview

Service Desk Function

Event Management

Incident Management

Problem Management

Access Management

Request Fulfillment

Continual Service Improvement: Overview

The Deming Cycle

7-Step Improvement Process

Roles

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Entry 6 hrs 32 videos

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Keith Barker
Nugget trainer since 2012