ITIL v4 Foundation

 

Course Name: ITIL v4 Foundation

Level: Foundation

Certification: ITIL v4 Foundation

 

 

Module 1. Understand the key concepts of service management

 

  • Recall the definition of:
    • Service
    • Utility
    • Warranty
    • Customer
    • User
    • Service management
    • Sponsor
  •  Describe the key concepts of creating value with services:
    • Cost
    • Value
    • Organization
    • Outcome
    • Output
    • Risk
    • Utility
    • Warranty
  • Describe the key concepts of service relationships:
    • Service offering
    • Service relationship management
    • Service provision
    • Service consumption

 

Module 2: Understand how the ITIL guiding principles can help an organization adopt and adapt service management

 

  • Describe the nature, use and interaction of the guiding principles
  • Explain the use of the guiding principles
    • Focus on value 
    • Start where you are 
    • Progress iteratively with feedback 
    • Collaborate and promote visibility 
    • Think and work holistically 
    • Keep it simple and practical 
    • Optimize and automate 

 

Module 3: Understand the four dimensions of service management

 

  • Organizations and people 
  • Information and technology 
  • Partners and suppliers 
  • Value streams and processes 

 

Module 4: Understand the purpose and components of the ITIL service value system

 

  • Describe the ITIL service value system

 

Module 5: Understand the activities of the service value chain, and how they interconnect

 

  • Describe the interconnected nature of the service value chain and how this supports value streams
  • Describe the purpose of each value chain activity
    • Plan
    • Improve
    • Engage
    • Design & transition
    • Obtain/build
    • Deliver & support

 

Module 6: Know the purpose and key terms of 15 ITIL practices

 

  • Recall the purpose of the following ITIL practices:
    • Information security management
    • Relationship management 
    • Supplier management 
    • IT asset management 
    • Monitoring and event management 
    • Release management 
    • Service configuration management 
    • Deployment management 
    • Continual improvement 
    • Change enablement 
    • Incident management 
    • Problem management 
    • Service request management 
    • Service desk 
    • Service level management 
  • Recall definitions of the following ITIL terms:
    • IT asset
    • Event
    • Configuration item
    • Change
    • Incident
    • Problem
    • Known error

 

Module 7: Understand 7 ITIL practices

 

Explain the following ITIL practices in detail, excluding how they fit within the service value chain:

  • Continual improvement including
    • The continual improvement model 
  • Change enablement 
  • Incident management 
  • Problem management 
  • Service request management 
  • Service desk 
  • Service level management 

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