ITIL Version 3 Foundation Certificate EX0-101 - Online Course

The Information Technology Infrastructure Library (ITIL) is a standard for IT services best practices that is widely adopted across the globe. This study guide series will cover all of the knowledge needed for the exam for the ITIL Foundation Certificate, which demonstrates your knowledge and mastery of the ITIL system. Practice exams are also included, which will allow you to answer questions in the same format that the test will use on exam day, and will provide in-depth instructional feedback on each question to thoroughly cover every subject you'll need to master.

This series is for anyone who wants to achieve ITIL Foundation EX0-101 certification. This online course contains 9 lessons and 4 practice exams and should take approximately 13 hours to complete.

Lesson 1: Service Management (1.0) hour

Service Management teaches you how to describe what a Service is, and describe the concept of Service Management. This course explains how Service Management organizes IT functions and processes.

Lesson 2: Service Lifecycle (1.0) hour

Service Lifecycle teaches you how to describe the structure and scope of the ITIL library, and describe the goals and objectives of Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. This course describes the features of the Service Lifecycle.

Lesson 3: Generic Concepts (1.0) hour

Generic Concepts teaches you how to explain the generic concepts and terminology of ITIL. This course describes generic concepts concerning information technology infrastructure.

Lesson 4: Key Principles and Models (1.0) hour

Key Principles and Models teaches you how to explain the importance of Service Assets and Value Creation, discuss the major aspects of Service Design, and describe the PDCA and Continual Service Improvement models. This course explains the key principles and models that underlie the information technology infrastructure library.

Lesson 5: Selected Processes (1.0) hour

Selected Processes teaches you how to explain the basic concepts of Service Portfolio Management, Demand Management, Financial Management, and Service Level Management, explain the basic concepts of Change Management, describe the 7-step improvement process, and explain the basic concepts of Incident Management. This course explains selected ITIL processes that you'll need to understand.

Lesson 6: Selected Functions (1.0) hour

Selected Functions teaches you how to describe the roles and responsibilities of the Service Desk function, describe the roles and responsibilities of the Application Management function, describe the roles and responsibilities of the IT Operations Management function, and describe the roles and responsibilities of the Technical Management function. This course describes the Service Desk, Application Management, IT Operations Management, and Technical Management functions.

Lesson 7: Selected Roles (1.0) hour

Selected Roles teaches you how to describe the responsibilities of the Process Owner role, describe the responsibilities of the Service Owner role, and explain the purpose and use of the RACI model. This course explains the Process Owner and Service Owner roles, and describes the use of the RACI incident response chart.

Lesson 8: Technology and Architecture (1.0) hour

Technology and Architecture teaches you how to list generic requirements for an integrated set of Service Management technologies, and explain how Service Automation helps to integrate Service Management processes. This course describes how Service Automation assists with integrating Service Management processes.

Lesson 9: ITIL Qualification Scheme (1.0) hour

ITIL Qualification Scheme teaches you how to explain why qualifying for ITIL certification is important. This course explains the importance of qualifying for ITIL certification.

4 Practice Exams

This course presents questions that will help you prepare for the ITIL Version 3 Foundation Certificate EX0-101 exam. The feedback for each question provides in-depth background on the topic, including why each incorrect option was wrong and what to look for in correct answers.