ITIL Practices I: Service Support

The service support practices in depth, independent of PeopleCert: what a practice is and how practices are grouped in ITIL 4 and ITIL (Version 5), the service desk and its channels and staffing, incident logging, categorization and impact and urgency priority, escalation, major incidents, swarming and availability, problem management with Pareto, five whys and Kepner–Tregoe, service requests, the service catalog and automation, change types, authority and risk, the change schedule, DevOps pipelines and DORA metrics, monitoring and event management with error budgets and alert correlation, knowledge management and KCS, honest service level reporting, Erlang C staffing and experience measures, ending in a support redesign capstone and Foundation exam strategy.

ITIL-140 12 lessons · 6 h 11 min

Offered by HSM University · ITIL Foundation Prep

This is the American version of this course. See the Canadian version.

What you'll learn

Explain what an ITIL management practice is, how practices are grouped in ITIL 4 and in summaries of ITIL (Version 5), how they contribute to value chain activities, and how ITIL, security and safety use the word incident differently.
Describe the purpose, channels, organizational models, staffing, skills and metrics of the service desk practice, and route each type of contact to the right practice.
Log, categorize and prioritize incidents using impact and urgency, concrete definitions and agreed targets, and calculate due times and priority distributions.
Manage incidents through escalation, diagnosis, resolution, closure and major incident procedures, calculate MTTR, MTBF and availability, and hand over security incidents and breach reporting appropriately.
Apply problem identification, problem control and error control, using Pareto analysis, the five whys, fishbone diagrams and Kepner–Tregoe, and decide whether to fix or live with a known error.
Design standard service request workflows and user-friendly catalog items, review approvals, and build a business case for automating request fulfillment.
Classify changes as standard, normal or emergency, assign change authority by risk, and use risk assessment to make changes safer as well as to route them.
Manage the change schedule, detect collisions, communicate and review changes, apply change enablement in continuous delivery pipelines, and measure change with DORA and ITIL metrics.
Explain monitoring and event management, classify events, design thresholds from service level objectives and error budgets, and reduce alert fatigue through deduplication and correlation.
Apply knowledge management and Knowledge-Centered Service to support, write effective articles, measure self-service success and estimate the effect of shift-left.
Report service levels honestly with percentiles, staff a service desk with Erlang C and shrinkage, measure experience with CSAT, NPS and XLAs, and govern automation and AI in support.
Diagnose and redesign service support across practices for an organization, quantify the business case, protect critical periods and answer Foundation-style practice questions.

Course content

12 lessons · 6 h 11 min total · final exam

1 How practices work in ITIL 33 min · quiz
2 The service desk 32 min · quiz
3 Incident management I: logging, categorizing and prioritizing 30 min · quiz
4 Incident management II: resolution, major incidents and swarming 31 min · quiz
5 Problem management 35 min · quiz
6 Service request management and the service catalog 31 min · quiz
7 Change enablement I: types, authority and risk 31 min · quiz
8 Change enablement II: scheduling, DevOps and measuring change 29 min · quiz
9 Monitoring and event management 30 min · quiz
10 Knowledge management in support 28 min · quiz
11 Measuring and improving support practices 29 min · quiz
12 Capstone: redesigning service support for an organization 32 min · quiz
E Final exam 20 questions

Requirements

ITIL-130 The Service Value System and Value Chain

Recommended background. You can start any course at any time.