ITIL V3 Foundation Exam Video Mentor

Video description


6+ Hours of Video Instruction


Get all the training you need to earn your ITIL Foundation Certificate in IT Service Management and jump forward in your IT career!


The ITIL V3 Foundation Exam Video Mentor is a combined book and DVD set which contains hours of instructor-led presentations in an easy-to-follow format, providing both foundational reinforcement of exam topics as well as exam preparation tips, tricks, and sample questions. The DVD video tackles each ITIL V3 Foundation topical area with the key concepts, process activities, roles, and vocabulary necessary to pass the ITIL V3 Foundation Exam based on the newest APMG syllabus, all through a fun and thorough teaching style. This ITIL V3 Foundation Exam Video Mentor set provides a test-preparation learning experience from a leading Certified ITIL Expert based on the latest examination syllabus, ensuring all current exam topics are covered. Don't be left behind by using outdated 2009-edition materials; this ITIL V3 Foundation Exam Video Mentor will help ensure your success!

About the Instructor

Jill Knapp (Certified ITIL Expert, DPSM) is an IT Service Management consultant and an accredited ITIL trainer for clients worldwide. In June 2007, Jill co-taught the world’s first accredited ITIL V3 Foundation course with exam, after serving on a talented international team to develop the accredited courseware. Her fun and accessible teaching style combines her technical experience with her degree in education, and her V3 Foundation students have enjoyed a near-perfect pass rate. Join the ranks of her successful students!

Skill Level

·         All Levels

  What You Will Learn

·         ITIL key concepts, vocabulary, models, roles, and relationships

·         The main processes of ITIL’s five core publications: Service Strategy, Service Design, Service Transition, Service Operations,and Continual Service Improvement

·         How these processes contribute to making an IT organization manageable, efficient, and effective

·         Memorization tricks to help you retain and recall the most challenging information

·         Strategies for tacking the exam, including tactics for breaking down questions and spotting keywords

·         All with Jill’s fun and well-appreciated teaching style and approach, tied to real-world examples!

Who Should Take This Course

·         Anyone studying to take the ITIL V3 Foundations exam or who wants to learn more about ITIL.

Table of Contents

Lesson 1: Laying the ITIL Groundwork

1.1 ITIL:An Overview

1.2 ITSM/ITIL Key Concepts

1.3 Sample Questions

Lesson 2: Service Strategy

2.1 Service Strategy Overview

2.2 Service Portfolio Management

2.3 Financial Management

2.4 Demand Management

2.5 Sample Questions

Lesson 3: Service Design

3.1 Service Design Overview

3.2 Service Catalogue Management

3.3 Service Level Management

3.4 Capacity Management

3.5 Availability Management

3.6 IT Service Continuity Management

3.7 Information Security Management

3.8 Supplier Management

3.9 Sample Questions

Lesson 4: Service Transition

4.1 Service Transition Overview

4.2 Service Asset and Configuration Management (SACM)

4.3 Change Management

4.4 Release and Deployment Management

4.5 Knowledge Management

4.6 Sample Questions

Lesson 5: Service Operation

5.1 Service Operation Overview

5.2 ITIL’s Four Functions

5.3 Event Management

5.4 Incident Management

5.5 Request Fulfillment

5.6 Problem Management

5.7 Access Management

5.8 Sample Questions

Lesson 6: Continual Service Improvement

6.1 Continual Service Improvement Overview

6.2 CSI Approaches: Deming Cycle, CSI Model, and the Seven-Step Improvement Process

6.3 CSI Metrics and Measurement

6.4 CSI Interfaces and Roles

6.5 Sample Questions

About LiveLessons Video Training

LiveLessons Video Training series publishes hundreds of hands-on, expert-led video tutorials covering a wide selection of technology topics designed to teach you the skills you need to succeed. This professional and personal technology video series features world-leading author instructors published by your trusted technology brands: Addison-Wesley, Cisco Press, IBM Press, Pearson IT Certification, Prentice Hall, Sams, and Que. Topics include: IT Certification, Programming, Web Development, Mobile Development, Home and Office Technologies, Business and Management, and more.  View all LiveLessons on InformIT at:

Table of contents

  1. Introduction
    1. ITIL V3 Foundation Exam Video Mentor Introduction 00:04:34
  2. Chapter 1: Laying the ITIL Groundwork
    1. Introduction and Lesson 1: Laying the ITIL Groundwork: Introduction and Overview 00:17:34
    2. Lesson 2: ITSM / ITIL Key Concepts 00:33:54
    3. Lesson 3 and Summary: Laying the ITIL Groundwork: Sample Questions and Summary 00:01:48
  3. Chapter 2: Service Strategy
    1. Introduction and Lesson 1: Service Strategy: Introduction and Overview 00:15:36
    2. Lesson 2: Service Portfolio Management 00:05:06
    3. Lesson 3: Financial Management 00:03:40
    4. Lesson 4: Demand Management 00:06:19
    5. Lesson 5 and Summary: Service Strategy: Sample Questions and Summary 00:02:57
  4. Chapter 3: Service Design
    1. Introduction and Lesson 1: Service Design: Introduction and Overview 00:14:13
    2. Lesson 2: Service Catalogue Management 00:06:11
    3. Lesson 3: Service Level Management 00:21:02
    4. Lesson 4: Capacity Management 00:09:19
    5. Lesson 5: Availability Management 00:13:06
    6. Lesson 6: IT Service Continuity Management 00:10:43
    7. Lesson 7: Information Security Management 00:08:08
    8. Lesson 8: Supplier Management 00:04:11
    9. Lesson 9 and Summary: Service Design: Sample Questions and Summary 00:08:19
  5. Chapter 4: Service Transition
    1. Introduction and Lesson 1: Service Transition: Introduction and Overview 00:09:04
    2. Lesson 2: Service Asset and Configuration Management 00:19:01
    3. Lesson 3: Change Management 00:18:12
    4. Lesson 4: Release and Deployment Management 00:10:46
    5. Lesson 5: Knowledge Management 00:05:43
    6. Lesson 6 and Summary: Service Transition: Sample Questions and Summary 00:04:31
  6. Chapter 5: Service Operation
    1. Introduction and Lesson 1: Service Operation: Introduction and Overview 00:08:54
    2. Lesson 2: ITIL's Four Functions 00:12:01
    3. Lesson 3: Event Management 00:04:25
    4. Lesson 4: Incident Management 00:16:33
    5. Lesson 5: Request Fulfillment 00:03:29
    6. Lesson 6: Problem Management 00:11:21
    7. Lesson 7: Access Management 00:03:56
    8. Lesson 8 and Summary: Service Operation: Sample Questions and Summary 00:04:29
  7. Chapter 6: Continual Service Improvement
    1. Introduction and Lesson 1: Continual Service Improvement: Introduction and Overview 00:06:40
    2. Lesson 2: CSI Approaches: Deming Cycle, CSI Model, and the Seven-Step Improvement Process 00:07:23
    3. Lesson 3: CSI Metrics and Measurement 00:05:28
    4. Lesson 4: CSI Interfaces and Roles 00:07:33
    5. Lesson 5 and Summary: Continual Service Improvement: Sample Questions and Summary 00:02:31
  8. Summary
    1. ITIL V3 Foundation Exam Video Mentor Summary 00:04:12

Product information

  • Title: ITIL V3 Foundation Exam Video Mentor
  • Author(s):
  • Release date: June 2011
  • Publisher(s): Pearson IT Certification
  • ISBN: 9780789742650