ITIL 4 Foundation Course Content
- ITIL® 4 Overview
- Key Concepts of ITIL®
- The Four Dimensions of Service Management
- The ITIL® Service Value System (SVS)
- The ITIL® Guiding Principles
- Governance
- The Service Value Chain
- Continual Improvement
- Key ITIL® Practices
- Other ITIL® Practices
ITIL® 4 Overview
- Structured Benefits
- The Service Value System
- Four Dimensions of Service Management
Key Concepts of ITIL®
- What is Service Management?
- Service Relationships
- Creating Value
The Four Dimensions of Service Management
- A Holistic Approach to Value Delivery
- Organizations and People
- Informational Technology
- Partners and Suppliers
- Value Streams and Processes
- External Factors
The ITIL® Service Value System (SVS)
- Guiding Principles
- Governance
- Service Value Chain
- Practices
- Continual Improvement
The ITIL® 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
- Principle Interaction
Governance
- Governing Bodies
- Governance Activities
- The Role of Governance in the SVS
The Service Value Chain
- Plan
- Improve
- Engage
- Design and Transition
- Obtain and Build
- Deliver and Support
Continual Improvement
- The Model, the Value Chain, and Practice
- Continual Improvement Model
- Continual Improvement and the Guiding Principles
- Theory of Constraints
Key ITIL® Practices
- Introduction to ITIL Practices
- Continual Improvement
- Service Level Management
- Change Control
- Incident Management
- Service Request Management
- Service Desk
- Problem Management
Other ITIL® Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices