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Learning ITIL®

via LinkedIn Learning


Learn the basics of ITIL®: the world's most popular approach to IT service management. Review ITIL® v3 and ITIL® 4 concepts and certification exam prep strategies.

Learn the basics of both current versions of the world's most popular approach to IT service management: ITIL® v3 and ITIL® 4. Learn what ITIL® covers and why it matters to you and your organization. Learn the basics of ITIL® v3: the service lifecycle; processes and functions; and roles, technology and automation. Then compare the major differences in ITIL® 4: the four dimensions; the service value system; the service value chain; and the guiding principles, and practices. Instructor David Pultorak—an ITIL® contributor and consultant—also helps you learn the basics of ITIL® certification, including the ITIL® v3 and 4 certification schemes, and provides tips for passing the certification exam.


  • Stand apart with ITIL® knowledge and certification
  • What you should know
1. Service Management and ITIL®
  • What is service?
  • What is IT service management (ITSM)?
  • ITIL® in a nutshell
  • What ITIL® means for your organization
2. Learning ITIL® v3 Basic Concepts
  • Services, ITSM, the 4 Ps, and the service life cycle
  • Terminology, key principles, and models
  • ITIL® v3 service strategy processes
  • ITIL® v3 service design processes
  • ITIL® v3 service transition processes
  • ITIL® v3 service operation processes
  • ITIL® v3 service operation functions
  • ITIL® v3 continual improvement process
  • ITIL® v3 roles, technology, and architecture
  • ITIL® v3 certification scheme
3. ITIL® v4
  • Why a new ITIL®?
  • ITIL® 4 vs v3: Concepts and principles
  • ITIL® 4 vs v3: Practices versus processes
  • ITIL® 4: Service management 4 dimensions
  • ITIL® 4: Service value chain
  • ITIL® 4: Service value system
  • ITIL® 4: Terminology and guiding principles
  • ITIL® 4: 18 practices, part 1
  • ITIL® 4: 18 practices, part 2
  • ITIL® 4 certification scheme
4. Certification Prep
  • Prepare to pass the exam
  • Taking the exam
  • Next steps

Taught by

David Pultorak

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