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ITIL Foundation, Part 2: Principles, Models, and Concepts

with expert Kurt McWhirter

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ITIL Foundation, Part 2: Principles, Models, and Concepts Trailer

Course at a glance

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  • Dev & IT Pro Video
  • Dev & IT Pro Power Pack
  • Power Pack Plus

Release date Release date 1/28/2014
Level Level Beginner
Runtime Runtime 1h 6m
Platform Platform Major browsers on Windows Major browsers on Windows Major browsers on Mac OSX Major browsers on Mac OSX Mobile Devices Mobile Devices
Closed captioning Closed captioning Included
Transcript Transcript Included
eBooks / courseware eBooks / courseware Included
Hands-on labs Hands-on labs N/A
Sample code Sample code N/A
Exams Exams Included

Enterprise Solutions
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Course description

In this course you will start to see that ITIL has quite a few terms and concepts which build upon the vocabulary used within Service Management. And as we continue you will also find that the principles, concepts, and terms discussed will help you gain that understanding of Service Management as a practice. We will begin by reviewing the 4Ps of Service Design. We will also discuss the basic roles in the lifecycle, the concept of governance, and other service management and quality frameworks.


This course is designed for IT service professionals looking to improve their IT processes and organization. They should have knowledge of what IT does and who are their customers. Please view ITIL Foundation: Introduction before starting this course.

Prepare for certification

This course will help you prepare for:
ITIL ITIL Foundation

This course will help you earn:
ITIL Foundation

Meet the expert

Kurt McWhirter Kurt McWhirter is a recognized authority on using the ITIL framework and has more than 30 years of experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL Expert and ISO/IEC 20000 Consultant and is an accredited ITIL Trainer. He is the lead author of the book "The Definitive Guide to IT Service Metrics.”

Course outline

Key Principles,Models and Concepts

Principles Models & Concepts (21:38)
  • Introduction (01:04)
  • Processes (05:20)
  • Process Characteristics (04:21)
  • Processes, Tools, & Automation (07:38)
  • Functions (02:42)
  • Summary (00:30)
More Concepts & Principles (24:50)
  • Introduction (01:03)
  • Specific Roles (06:12)
  • Process Owner (03:17)
  • Process Manager (03:39)
  • Process Practitioner (02:18)
  • Service Owner (02:49)
  • RACI Model/Authority Matrix (05:00)
  • Summary (00:28)
Business Principles (20:10)
  • Introduction (00:55)
  • Risk Management (04:25)
  • Business Case (03:31)
  • Communication (04:23)
  • Portfolio, Pipeline, & Catalog (04:25)
  • Prioritization (01:24)
  • Summary (01:04)