Introduction to Service management Tutorial

This is the introductory lesson of the ITIL Foundation tutorial, which is part of the ITIL® Foundation Certification Training. This tutorial will give you an overview of the course, its prerequisites, and the value it will offer to you.

ITIL Foundation Tutorial Description

ITIL® Foundation is the most widely acknowledged entry-level ITIL certification for IT professionals.

This tutorial will explain ITIL services lifecycle and includes topics such as how lifecycle stages are linked, the processes involved in the lifecycle, and the best practices for enhancing the quality of IT service management to reduce costs and increase productivity.

Let’s understand the objectives of this ITIL Foundation tutorial in the next section.

Objectives

By the end of this ITIL Certification training you will:

  • Gain knowledge about IT Service Management best practices, generic concepts, key principles, and ITIL 2011 process models that are required for the ITIL Foundation exam

  • Gain a comprehensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement

  • Learn to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize the customer experience

  • Understand how to apply lean principles and automate standard tasks to improve the efficiency of ITSM processes

  • Save costs by centralizing activities and teams using well-defined fit-for-purpose and fit-for-use processes

  • Align IT services with the needs of your organization

Let us now look at the target audience in the next section of this ITIL Foundation tutorial.

Looking for more information on ITIL Foundation? Click to see our Course Preview!

Target Audience

The ITIL Foundation level is for:

  • IT Managers/Support Teams

  • IT Architects, Planners, and Consultants

  • System Administrators/Analysts

  • Operations Managers

  • Database Administrators

  • Service Delivery Professionals

  • Quality Analysts

  • Application Management Team/Development Team

  • Process Owners/Practitioners

Let us now look at the exam prerequisites for ITIL Foundation tutorial in the next section.

Prerequisites

There is no defined eligibility criterion for ITIL Foundation tutorial.

Let us explore the lessons covered in ITIL Foundation Tutorial in the next section.

Lessons Covered in this ITIL Foundation Tutorial

There are six lessons covered in this tutorial. Take a look at the lesson names that are listed below.

Lesson No

Chapter Name

What You’ll Learn

Lesson 1.1

Introduction to Service management Tutorial

In this chapter, you’ll be able to:

  • Explain the best practices in IT Service Management

  • Identify the stakeholders in service management

  • Describe service management roles and responsibilities

  • Explain the types of service providers

Lesson 1.2

ITIL - Service management lifecycle Tutorial

In this chapter, you’ll be able to:

  • Identify the components or phases of service management lifecycle

  • Explain the relationship between governance and IT Service Management

Lesson 2.1

ITIL - Introduction to Service Strategy Tutorial

In this chapter, you’ll be able to:

  • Describe the purpose, objective, scope, and value of service strategy

  • Identify the four processes in service strategy

  • Explain the different types of services provided

Lesson 2.2

ITIL - Service Strategy Concepts Tutorial

In this chapter, you’ll be able to:

  • Describe the basics of value creation through services

  • Explain business case

Lesson 2.3

ITIL - Service Strategy Processes Tutorial

In this chapter, you’ll be able to:

  • Describe the purpose and objective of the different processes in service strategy

  • Describe the activities involved in Service Portfolio Management or SPM and financial management for IT services

  • Identify the responsibilities of the Business Relationship Manager

Lesson 3.1

ITIL - Introduction to Service Design Tutorial

In this chapter, you’ll be able to:

  • Explain the purpose, objective, scope, and value of service design

  • List the roles and responsibilities of service design

Lesson 3.2

ITIL - Key concepts in Service Design Tutorial

In this chapter, you’ll be able to:

  • List the 4 P’s of service design

  • Explain the major aspects of service design Identify the components of Service Design Package

Lesson 3.3

ITIL - Service Design Processes Tutorial

In this chapter, you’ll be able to:

  • Describe the eight processes of service design

  • List the aspects of governance resulting from design coordination

Lesson 4.1

ITIL - Introduction to Service Transition Tutorial

In this chapter, you’ll be able to:

  • Describe the purpose, objective, scope, and value of service transition

  • Explain Configuration Item or CI and Configuration Management System or CMS

Lesson 4.2

ITIL - Service Transition Processes Tutorial

In this chapter, you’ll be able to:

  • Describe the purpose, objective and scope of transition, planning, and support

  • Explain the purpose, objective and scope of change management

  • Describe the concept of Service Asset and Configuration Management or SACM

  • Identify the purpose, objective and scope of Release and Deployment Management or RDM

  • Explain the purpose, objective and scope of knowledge management

Lesson 5.1

ITIL - Introduction to Service Operations Tutorial

In this chapter, you’ll be able to:

  • Describe the purpose, objective and scope of service operations phase

  • List the principles of communication

  • Explain events, alerts, and incidents

Lesson 5.2

ITIL - Service Operations Processes Tutorial

In this chapter, you’ll be able to:

  • Explain the purpose, objective, scope, value and basic concepts of the processes of service operations

Lesson 5.3

ITIL Service Operations - Functions Tutorial

In this chapter, you’ll be able to:

  • Explain the purpose and objective of the service desk function

  • Describe the types of service desk functions

  • Identify the purpose, objective and role of functions such as technical management, application management, and IT operations management

Lesson 6.1

ITIL - Introduction to Continual Service Improvement Tutorial

In this chapter, you’ll be able to:

  • Describe the purpose, objective and scope of CSI

  • Explain the value of CSI to improve business

Lesson 6.2

ITIL - Key Principles and Models Tutorial

In this chapter, you’ll be able to:

  • Describe the key concepts and principles related to CSI

  • Explain the seven-step improvement process

  • Explain the model behind continual service improvement

Conclusion

With this, we come to an end about what this ITIL Foundation tutorial includes. In the next chapter, we will discuss the Introduction to Service management Tutorial

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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