ITIL 2011 Foundation LiveLessons

IMPORTANT: As of 2022, This “ITIL(R) Foundation LiveLessons” video suite is outdated; it will not help you pass the latest ITIL Foundation exams as of 2021. The videos are for the prior version of ITIL (ITIL V3/2011), but that version of ITIL has reached end of life. I do not have videos for the current version of ITIL, known as ITIL 4.

Again, to be clear: If you are using the videos from O’Reilly, Safari, etc. called “ITIL Foundation LiveLessons” that look like the image below, they are for an old version of ITIL and they will not help you pass the current exams. If you are trying to earn your certification and pass the exam, these videos will not help; you have purchased the wrong thing.

I have asked O’Reilly and wish these sellers weren’t still making these videos available, because people are spending their money and time on videos that will not help them pass the ITIL 4 exams. Unfortunately, I do not have control over these vendors. You may wish to contact whomever you purchased the videos from and ask for a refund or choose a different product they offer.

I am no longer offering video training and haven’t offered it for several years now.

With all that said, if you are just trying to learn about the prior version of ITIL (since it’s still pretty practical information in general), the videos are handy and certainly won’t hurt. But they absolutely will not help you pass the official certification exam.

ITIL is a registered trade mark of PeopleCert, used under permission of AXELOS Limited. All rights reserved.

61 comments to ITIL 2011 Foundation LiveLessons

  • Jesse H.

    Thank you for making these videos, and more over, thank you for making these materials to go along with them. I bought the workbook and it is amazing and because I am able to follow along with yur videos perfectly!!! Like you said, it really is like I am sitting in your classroom. Thank you again!!!


  • hi, I really enjoyed your lessons. as ACN-UK staff I’ve learned from your experience and as well shared with SM. your ideas and examples are brilliant.
    thanks again

  • Awwww! Thank you so much, Henry! Your comments just totally made my day. I’m so happy to hear the LiveLessons were helpful.

    Best of luck on your ITSM and ITIL journey!



    Hi Jill , Glad to share that I got 39 questions right out of 40…and a lot of credit goes to you ! I watched your video and took my notes.That was enough to pass the exam.Sometimes I would look up the Publication books to deepen my understanding on some topics but overall your video is sufficient to pass the Exam.Thanks again!

  • Anirban! Wow!! 39 out of 40! FANTASTIC JOB! Congratulations!
    I’m so thrilled for you, and it makes me so happy that my videos gave you the information you needed.

    Congratulations again, and thanks so much for writing! :-)


  • ITIL Certified

    Thank You Jill! I was able to passed the exams with your LiveLesson. Love the Red Pencil :)

  • You’re very welcome! Congratulations on passing your exam, and I’m so happy that red pencil was helpful! :-)

    Thanks for writing!

  • Javad

    The best ITIL tutorial you can get. She explained everything clearly, with tangible examples and the tips and reminders in every stage is so practical.

    I love it. I strongly recommend it for those who want to start ITIL.

    Thank You!

  • You are very welcome, Javad! And thank YOU for choosing my videos, and thank you also for taking the time to leave a comment here.



  • I could not access your live session on 10/9/2016 around 3:30pm EST

  • Hi Fred!

    Thanks for your feedback; I sent it up to Safari Books’ support for you! I just checked it now and it’s up, so I’m hoping it was just a glitch on their site.

  • Hasan

    I got 38 Questions right thanks to the 10 pages ITIL study guide :). Thank you Jill

    I strongly recommend this document to be reviewed couple of days before the exam.

    I would suggest that incident and problem call flow (steps) to be summarized there. it is a typical exam question.

  • Michal Przeworski

    Hello Jill,

    seems like both The official ITIL Glossary (English) and The official ITIL 2011 Foundation Syllabus (v. 5.5) is not there anymore on the Dropbox. I get error “That file isn’t here anymore”.

    Is it possible to upload it again? Thank you in advance!

    Your live sessions are awesome! Still can’t believe that such (sorry to say this) boring topic like ITIL can be presented in such interesting way! Congratz, you are the best!


  • All fixed! Thanks! Good eyeballs on ya!

  • Hi Michal! Yikes– good eyeball on ya. Sorry I missed that! All fixed now!

    And I’m SO happy my videos are not putting you to sleep! and it’s no secret, ITIL is reeeeeeeeaaaaalllllly dry, so no offense taken at the “boring” comment. :-)

    Happy studying! :)


  • Hi Hasan!
    WOW!! 38 out of 40 is an absolutely FABULOUS score! Congratulations to you!

    I am so, so happy to hear that the study guide was helpful for you. I worked really hard to create a study guide that actually didn’t what it promised it would: To provide everything you need for the exam squished down into bite-sized chunks in both ITIL-exam language but also translated into everyday language where necessary.

    But no matter how good the study guide is, it’s useless without a smart student actually studying from it… so again, I congratulate you!

    As for adding additional stuff; I’ll see what I can move around to make room for additional guidance around Incident and Problem.
    Thanks again, Hasan!

  • SA

    Dear Jill,
    I wanted to say thank you. I passed the ITIL Foundation exam with a 100% score. Your ITIL Foundation Exam LiveLesson video lectures are very well organized and led. I like very muc your style ( gestures, mimics, change of tone) which helps a lot to keep the listener concentrated. I tried several different sets of lectures and yours were well above the others.
    I would be glad to see more materials from you ( for the ITIL intermediate, expert exams and also for Prince2).
    I watched your materials on the Safari website acces to which is provided by our organization. Congratulations for the professional work!

  • Hi there, SA!
    A billion congratulations on earning a PERFECT score on your exam!! Many people come close, but a 40 out of 40 is pretty rare.

    I am so, so, SO happy for you, and it means the world to me that my LiveLessons materials and style were helpful for you. I love what I do and I’m so happy it shows!

    As of right now, I don’t have to any concrete plans to offer any additional materials online, but I am talking to my publisher, so we’ll see what we come up with. I may offer a few of the ITIL Intermediate classes online someday, but in the far future.

    Thanks again for your kind words, and I’m sure it’ll feel great to add “ITIL Foundation Certificate in IT Service Management” to your resume!

    Congrats again!


  • Srenuka

    Hi Jill,

    Thanks lot for your live lessons. I manage to pass the exam with 88% yesterday.
    Your real life examples helped me a lot to remember everything.

    I would like to know is there anything you have published to intermediate level specially for Service Operations for me to download.

    Please let me know.

    You are a great presenter and teacher.

    thanks again.

  • Hoooray! Congratulations!! Thank you so much for your kind words; it makes me so happy that my materials helped you earn such a fabulous grade.

    At this moment, I don’t have any official study materials or videos for any of the Intermediate courses, but I did just start talking to my publisher about some ideas. I will keep you posted!

    (Also, check your email… I sent you something.)

    Thanks again, and congratulations!

  • Mthokozisi

    Hi Jill

    Thanks lot for your live lessons. I manage to pass the exam with 83% yesterday.

  • Julio

    Thank you Jill for all.
    I manage to pass the exam with 90% yesterdady.
    For preparing the certification I have seen your ITIL 2011 video training, the Test Exams C & D and the Six-Page ITIL Study Guide.
    I haven’t had so much time to study, but your material is invaluable helping me on this situation.
    I found the real exam tests more dificult than the training test exams, but yours tips and highlight material make the study very comprehensible.
    Thanks a lot for your help and “gift”.

  • Berhanu


    I really enjoyed your video lessons. I appreciate your great presentation skill.

    Live lessons + Sample exams A,B, C and D + the Ten Page ITIL Study Guide + exam tips -> I passed the exam successfully in few minutes with high score.

    Thank You,

  • Hooray, Berhanu!
    I’m so happy to hear that these materials were helpful for you.
    Congratulations on a terrific score and for all of your hard work!

    And thank you again for choosing my videos and study guide. :)

  • Julio! Congratulations on your fantastic score! I’m so excited for your accomplishment, especially since you didn’t have a lot of time to prepare. I’m so happy to hear my materials were useful for you!

    Congratulations again, and welcome to the ITIL club! :)

  • Hi there Mthokozisi, and thanks so much for writing, and I apologize for the delay in me seeing your comment.

    I just wanted to congratulate you on passing your exam, and to thank you for choosing my videos. I’m so happy they were helpful!

    Congratulations again!

  • James Fraser

    Hi Jill,

    Thank you so much for the Live Lessons. I was going to do the ITIL v3 exam back in 2010, but got pulled off of the course at the last minute. The videos were just what I needed to refresh my knowledge and to introduce the new processes in the 2011 update, and I’m glad to have passed the ITIL Foundation exam with a score of 88%. My colleagues who are also preparing to sit the exam are all using your Live Lessons, and I’m certainly recommending them to other colleagues who are looking at taking their exam in the near future.

    Many thanks once again,


  • Hi James!

    Thank you so much for taking the time to tell me this. I’m thrilled that the videos worked for you! I am so excited for your success, your great score, and your shiny new certification!


    My very best,


  • Saad

    Hi Jill,
    I watched your ITIL Foundation videos, and they are awesome, I think that you are one of the best instructors I have even met!

    Do you also do ITIL Intermediate online instructor led courses? I am very interested in this if you do.

    Can you share with me your email to get more details on this?




  • Hi Saad!

    Sadly, I don’t offer ITIL Intermediate courses in video format. It’s typical that students looking to earn an ITIL Intermediate certification attend an accredited training class, whether that’s an in-person class, or a virtual class (but still real-time… meaning, not pre-recorded videos). There’s no way to have interactive exercises in a video format, and in my opinion, the real learning happens in Intermediate classes during the collaborative exercises in class.

    There are some video options out there for ITIL Intermediate classes, but I honestly can’t recommend any of them, mostly because I haven’t experienced them directly. Your best bet is to post on either of the two main ITIL Groups on LinkedIn and ask the other participants if they’ve had any success with taking Intermediate classes in a video format.

    For me, the only way I will be teaching Intermediate classes is in person. ITIL Foundation is easy enough to do with videos because it doesn’t have to be interactive. But the Intermediate classes need to be interactive, and I can’t interact with you if I can’t see you or talk to you! :-) Maybe I’m old-fashioned, but I just like being in the same room with my students.

    If I change my mind, I promise I will announce it loud and clear on my website here. :)

    Good luck, Saad– and if you do happen to take an Intermediate class one day and have a good experience, please let me know about it so I can share it with others!

    Thanks so much!


    ps: If you’d like to reach me, my email address is jill (at) .

  • Ihsan

    Item for purchase links are not working.

  • Hmmm, strange — looks like my print company’s website is down for maintenance. When you click the marketplace link, you can see that the name resolves here for a moment before giving a 404.

    Mimeo is the print shop I use. If you click that link you’ll see they have scheduled maintenance right now, just for a few more hours minutes.
    Check back again in a short bit.


  • It’s back up now! I guess they finished whatever they were doing. :-)

    Thanks again! Sorry for the delay… I honestly didn’t even know about it until I saw your comment. :)

  • Kyaw Thu Min

    Dear Jill,

    You are so amazing. We really like your video.I never understood ITIL before I watched your video. Your explanation is very benefit for us like beginner.

    We are waiting for your ITIL intermediate video.

    Best regards and Thank you so much.
    Kyaw Thu Min

  • Stan Vandiver

    What a great training session. I really enjoyed the energy level through out the course, the real life examples and summarizing the material taught.

    Passed the practice exam on the first try without any studying. I’m planning on taking the exam this Friday (3 days) after reviewing the notes, glossary, and watching any of the areas that I need additional focus.


    Stan Vandiver.

  • Awww, thank you so much, Stan! I really appreciate your kind words, and I’m so happy to hear that my videos worked for you. If you did well on the sample exam (Sample C?), then I’m sure you’ll do fine on the real one, too.

    Best of luck! I’ll be sending you good ITIL-energy on Friday. :)

    Go get ’em!


  • Himaz

    Hello Jill,

    just need to know whether the study guide ten-page edition is a pdf format file or physical book? i stay in qatar so not sure how shiping system works as we only have
    P.O box to get here.

    kindly advice


  • Hi, Himaz!
    Good news: All of the materials listed on this page are available both as printed hard copies that get printed and shipped to you (yes, even to a PO box in Qatar– though I imagine the shipping costs would be expensive), and as PDFs that I email to you (much easier!).

    Instructions for ordering them are right on this page. I think you might have skimmed past it– but I don’t blame you… there’s a LOT of stuff on this page and it’s hard for eyeballs to take it all in! :-)

    It’s 4:21AM here in the US, and it’s waaaaaaay past my bedtime, and I’m about to shut my laptop for the night and go to sleep. So if you do decide to order a PDF or two, it will be a few hours before I reply. I’ll be in dream-land. :-) Zzzzzzzzzz….

    Thank you so much, Himaz!


  • Himaz

    HI jill,

    i could not find the option to order a pdf format file on this page. whenever i click study guide to purchase, its goes to your download page.

    but unfortunately there was no option to order pdf. there was nothing i can see on that page.

    Thank you.

  • Eleni

    Hi Jill,

    Yesterady, I passed the ITIL Foundation exam! Thanks a lot for the LiveLessons, great job! :)


  • Blacky

    Hello jill,

    i have your livelesson videos, is it ok if i upload it on my youtube channel?

    Thank you

  • Hi Blacky-
    Thanks for checking.

    Please do not upload my videos to YouTube. My publisher owns the rights to the videos (not me) and they would force you to take them down if they discovered them.
    Worse, you could get in trouble with Axelos for hosting their intellectual property without a license.

    Besides all that, creating and selling these videos are how I pay for food and housing, and posting the videos to YouTube would mean people could watch them for free. If you liked the videos and found them helpful, you can certainly talk about them if you like.

    Thank you so much for checking with me first!

    I’m so sorry that the answer has to be No, but my publisher would be very upset if they the videos hosted someplace other than where they gave permission.

    Thanks again!

  • Congratulations, Eleni!! Great job!

    I love hearing great news like this!

  • Hi Himaz–

    Sorry for the confusion. To order a PDF of any items on that page, it says just to send an email to me and I will send you an electronic invoice by email. As soon as it’s paid, then I will email you your order. I should have said that first.

    There’s a lot of text on this page, it’s very easy to miss it! I’m sorry that it’s such a manual process.

    Email me and let me know what you’d like to order, and I’ll email you an invoice… and a little thank-you gift.


  • Akanksha Shrivastava

    Hi Jill,

    Thank you for bringing this elaborate, clear, unambiguous, fantastic Online Training Material. It’s because of you that I’ve been able to understand ITIL Foundation so well, and clear the exam as well.
    Having strong understanding of the Foundation curriculum has also enabled me to comprehend a lot of concepts and processes in details during the OSA EXam.

    Would you or do you have similar Course-ware for PRINCE2 as well ?

    Thanks and Regards
    Akanksha Shrivastava

  • Hi Akanksha!

    Wow– thank you for your kind words; I’m so happy I was able to help!

    Alas, I don’t have any other products out right now, so I’m sorry that I’m not able to help with your PRINCE2 studies. But if you find a study resource you like (and if you think to do so), I’d love it if you’d report back so we can let others know.

    Best of luck!

  • Rosalba Reutzel

    Best teacher ever! I loved your presentation on livelessons. You made a very dry subject come alive. I now have confidence I will ace the test.

    Can’t thank you enough…

  • Hi Rosalba!
    Thank you so much for your kind words! I really appreciate it, and I’m so happy that you liked the videos.
    Best of luck on the exam!


  • Hi there, Kyaw Thu Min!
    Please accept my apologies for not replying– I somehow missed your comment for all of this time. But I just saw it now and I want to say thank you for your very kind words! I’m so happy that you found the videos helpful! I had a lot of fun making them. I wanted them to be great for beginners, but I also didn’t want them to be boring or people who already knew a little something about ITIL.

    I’m not planning on making any ITIL Intermediate videos right now, mostly because Axelos’/PeopleCert’s approval process is changing as of January 1, 2018. So I’m waiting for them to clarify the rules (and the pricing– right now it is prohibitively expensive). Once things get straightened out, then I’ll be able to decide if I want to make some Intermediate videos. But I don’t have any plans to make Intermediate videos anytime soon. But if I change my mind, I’ll announce it!

    If you decide to write back some day, I promise not to take 10 months to reply to you next time! :)

    My very best,

  • Frank

    Hello Jill,

    Hope you are doing well.

    I am so thankful to you for making such an awesome series for ITIL-Foundation.
    I am fan of your teaching style and the way you explain complex concepts.
    Your lessons greatly helped me in developing the understanding of the ITIL processes and in passing the ITIL-foundations exam.

    Once again thank you the awesome training material.


  • […] can’t get a copy of your certification, then I can certainly point you in the direction of a FANTASTIC series of ITIL self-study videos featuring ME! Once you watch the videos, you can go to EXIN or PeopleCert’s website and sign up to take the […]