Course Conventions and Content

specialist, but technology allows us to automate reports with a click of a button. This removes the need for a specialist or any other individual in a role that creates reports. Considering efficiency and cost, it’s in the best interest of the organization to take advantage of the latest technology.

ITIL Version Four considers the structure of the modern business environment. This environment is constantly changing, and the practices are written with that in mind. They allow for change, which keeps ITIL best practices relevant.

Before I go any further into the course content, I want to explain what you can expect while listening to this audio course.

COURSE CONVENTIONS AND CONTENT

I will now begin the section on course conventions and content! When I say course conventions, I mean the concepts and methods I will use to deliver this material to you. This course is presented in ten different chapters, and many of those chapters are divided into smaller sub sections. Each time I begin a new section or chapter, I will give you its name.

Throughout the course, I will present small quizzes to you. You will find all quiz material in the Follow Along PDF Manual, which I will discuss in detail soon. As you take each quiz, you can consult the answer key to gauge how well you are retaining the course material. I will also read the correct answers to you. You'll find each quiz near the end of the chapter. A chapter quiz consists of ten questions.

To help you better retain information, I will summarize the most critical points presented throughout the chapter. I’ll refer to these key points as takeaways. There will typically be ten of these important points; however, at the end of short chapters, I may limit it to five.

A bit earlier I mentioned a Follow Along PDF Manual. Each AudioLearn course comes with a companion study guide; the Follow Along PDF Manual. This manual contains summaries of essential material, links to other supplemental information, and the chapter quizzes. It also contains a comprehensive final exam. If you choose to print the

manual, use it for writing additional comments and notes as we progress through the material. This is a great way to improve your preparation for the exam. If you'd like, take advantage of the digital format of the study guide. It's up to you how you use it.

For many, repetition is a powerful tool that aids learning. You will quickly discover that I will repeat many terms, concepts, and key points. When you hear ideas or pieces of information that I repeat, take note of them. They are probably very important concepts.

I recommend you listen to each lecture in this course at least twice. It is near impossible for you to completely grasp all the information in just one listen. Listening to this course multiple times increases the likelihood of your absorbing as much of the information as you can.

Whenever possible, try to take notes on what you hear in the lectures. The chapters are best absorbed if you can follow along in the PDF Manual when I direct you to a specific page. You will still get valuable information just by listening, but try to make at least one pass with the PDF Manual. Please only take notes or follow along in the manual if it is safe to do so. It's great to listen while driving but taking notes?

Now, I want to present to you an outline of the material I will deliver throughout this course. This is just an overview. It will help you to understand what to expect from this course. My hope is that this outline motivates you and excites you about the prospect of becoming “ITIL Four” certified!

Chapter two focuses on information about the exam. You must pass the test to become certified, so why not get familiar with it? I’ll talk about eligibility for the exam, and how you register and schedule a time to sit for it. I’ll also cover how to prepare for the exam, the test center regulations, and results and retake policies.

In chapter three, I will explain definitions and terminologies that relate to service management. I will define IT management and its purpose and applications in modern business. I will then cover the most important concepts of ITIL Four. They include creating value and value “cocreation.” I’ll explain how key service relationships work together, and how to manage them. The key relationships include organizations, stakeholders, service providers, and customers. This chapter also covers the definitions of products, goods, and services and how service relationship management balances

these connections. Key terms such as service offerings, access to resource, and service actions will be explored. Finally, I’ll talk about value outcomes, costs, and the risk they can hold.

ITIL chapter four Foundation contains seven guiding principles; chapter four covers them all in detail. I will now give you a list of these seven principles:

• One. Focus on value. • Two. Start where you are. • Three. Progress iteratively with feedback. • Four. Collaborate and promote visibility. • Five. Think and work holistically. • Six. Keep it simple and practical. • And seven, optimize and automate.

These principles are the core teachings and practices of service. They are essential for management success and supporting good decisions. The principles are in line with practices like Agile, Lean, and Dev Ops. They’re designed to be empowering principles, to achieve the most successful IT service management. These principles are very important; they are used throughout the service lifecycle. So, make absolutely sure you understand the material in chapter four. If you need to listen to the chapter more than once, please do.

Chapter five covers the four dimensions of service management. The dimensions are: one organization and people, two information and technology, three partners and suppliers, and four value streams and processes. These four dimensions aid service management to focus on the organization’s needs. They ensure that the organization stays up to date with the latest technology. There are six factors that influence the four dimensions; they are called the PESTLE factors. They are: Political, economic, social, technological, legal, and environmental.

In chapter six, I’ll cover the service value system, abbreviated as SVS. I’ll cover service value chains, known as SVC. The service value chain is an important part of the service value system. You will learn what a service value system is and how it works in relation to the service value chain. The SVC consists of six chain activities. They are: plan,

improve, engage, design and transition, obtain and build, and finally, deliver and support. The chapter covers these activities and the input and output for each. You’ll also learn the purpose of the service value system. Finally, I’ll explain the difference between the service value system and the service value chains.

Chapter seven covers key terms that define ITIL practices. As you can imagine, the world of IT service management involves niche skills and terminology. You will learn the key concepts in management practices; there are thirty four to grasp. It’s vital that you understand their purpose, description, and contribution. So, I will explain all of these key terms.

You will learn the three areas of service management: General, service, and technical management practices. Chapter seven covers a large amount of information. Take your time to understand each definition and its purpose.

In chapter eight, I’ll go into more detail on Continual Improvement, the steps involved, and how it relates to the guiding principles. I will also discuss incident and problem management. You will learn how continual improvement is controlled through incident and problem management practices. Some examples of the terms you’ll learn about are: Supplier Management, Change Control, and Configuration Item.

Chapter nine continues in the same light, exploring the key terms from chapter seven in more detail. This includes service request management, service desk, and service level management. This is the final chapter before the practice final exam in chapter ten.

Chapter ten also contains information about what happens after you take the exam. What comes next? What happens if you do not pass? Then I’ll go through the final exam answers with you.

You can see that we have a lot of material to cover. I encourage you to work at a pace that is comfortable for you, while still listening to the content as often as you can. It can be helpful to take the quizzes multiple times, especially if you get any questions wrong. The more comfortable you are with the material, the more prepared you will be. The more time you invest into studying, the more prepared and confident you will be come exam time. The aim of this course is to help you put yourself in the best possible position to succeed.

So, as I mentioned as part of the course conventions, here are this chapter’s takeaways:

• One: You can choose a route to take after your certification: ITIL Managing

Professional or ITIL Strategic Leader courses are some options. • Two: If you are completing the ITIL Version Three certification, you’re eligible to take the Managing Professional Specialist course when you have acquired seventeen points. • Three: Axelos owns ITIL. • Four: Technology products enable IT services. • Five: There are seven guiding principles of ITIL Four Foundation. • Six: There are four dimensions of service management. • Seven: Make use of the Follow Along PDF Manual. Print it out if you can. • Eight: There are six PESTLE, or PESTLE factors that influence the four dimensions of service management. • Nine: The final chapter of this course explains what comes after the exam. • Ten: Plan to listen to the course at least a couple of times; you'll retain more information and be as prepared as you can.

I hope that this introduction has motivated you to get started! If you’re ready to proceed, be sure to have your Follow-along PDF Manual close at hand, along with any other note taking materials you need. Get comfortable, and let’s begin! Thanks for listening.