Introduction to Service Management with ITIL 4 by Jason Dion

• Describing the ITIL framework
• Understanding real-world examples
• Applying ITIL 4 to your organization
• Discuss ITIL 4 concepts with confidence

• No prerequisites (we will teach you everything you need to know)
• A desire to learn

This course provides an introduction to service management and covers the core concepts of creating value, service offerings, service relationships, achieving outcomes, managing costs, mitigating risks, and measuring the utility and warranty of a given service.

As a free bonus, there is also a complete section of the course dedicated to the new ITIL 4 Foundation certification exam, which is the entry-level certification in the ITIL framework and offers an exceptional overview of ITIL. By obtaining your ITIL 4 Foundation certification, you are showing employers that you understand the key elements, concepts, and terminology used in ITIL, including how operations move between each activity and process to create value in the service value system, and their overall contribution to the service management best practices.

Please note, this course is NOT a complete textbook replacement and DOES NOT cover the entire ITIL 4 Foundation exam objectives in-depth. This course is designed to introduce you to the concepts of service management and one ITSM best practice framework in order for you to determine if studying for the ITIL 4 Foundation certification is right for you.

Upon completion of this course, you will earn 2 CEUs towards the renewal of your CompTIA A+, Network+, Security+, Linux+, Cloud+, PenTest+, CySA+, or CASP+ certifications.

The course on this page is offered by Dion Training Solutions, LLC, an ATO of AXELOS Limited. ITIL, ITIL Foundation, and the Swirl logo are registered trademarks of AXELOS Limited. All rights reserved.

• Students who require a basic understanding of the ITIL framework
• Students who want to understand how the ITIL framework can be used to enhance IT service management within their organizations
• IT professionals or others working within an organization that utilizes ITIL and who need understand the framework to contribute to an ongoing service improvement
• Anyone who has an interest in the ITIL framework

• Welcome
• Download the Study Guide
• 4th Industrial Revolution
• Service Organizations
• Quiz: Introduction

• Preview
• Preview
• Preview

• 06:37
• 00:07
• 03:33
• 05:07
• 2 questions

• Service Management
• Value
• Organizations and People
• Services and Products
• Service Offerings
• Service Relationships
• Outcomes
• Costs
• Risks
• Utility and Warranty
• Quiz: Service Management

• 04:09
• 07:38
• 05:17
• 05:22
• 06:05
• 06:42
• 02:57
• 06:01
• 03:57
• 4 questions

• Four Dimensions of Service Management
• Service Value System
• Guiding Principles
• Service Value Chain
• Continual Improvement
• The 34 Practices
• Putting It All Together
• Quiz: Basics of ITIL 4

• 05:33
• 01:46
• 02:43
• 04:33
• 02:13
• 03:03
• 06:36
• 4 questions

• ITIL 4 Foundation Exam
• Classic Questions
• Missing Word Questions
• List Questions

• 10:04
• 3 questions
• 3 questions
• 3 questions

• ITIL Certification Path
• BONUS: Conclusion

• 02:04
• 03:15

Jason Dion, CISSP No. 349867, is a former college professor and the lead instructor at Dion Training Solutions. He has multiple information technology professional certifications, including Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), Certified Network Defense Architect (CNDA), Digital Forensic Examiner (DFE), Digital Media Collector (DMC), CySA+, Security+, Network+, A+, PRINCE2 Practitioner, and ITIL. With networking experience dating back to 1992, Jason has been a network engineer, Deputy Director of a Network Operations Center, and an Information Systems Officer for large organizations around the globe.

He holds a Master’s of Science degree in Information Technology with a specialization in Information Assurance, a Master’s of Arts and Religion in Pastoral Counseling, and a Bachelor’s of Science in Human Resources Management. He lives in Puerto Rico with his wife and two children.