Course Title: ITIL v4 Foundation
Certification: ITIL v4 Foundation
Course Outline:
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
