ITIL® 4 Foundation Certification Training (ITIL4F)

Detailed Course Outline

Intro

  • What ITIL is and what it is not. Who is the owner and other general information.
  • What are the drivers for better IT Management, useful guidance and what are best practices.
  • Definition of Service, Service Management and IT Service Management.
  • Functions, Roles and Processes.

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

4 Dimensions

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

Service Value Chain

  • Describe the ITIL service value system.
  • Describe the interconnected nature of the service value chain and how this supports value streams.
  • Describe the inputs, outputs and purpose of each value chain activity: Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support

ITIL Practices

  • General Management Practices: Continual Improvement
  • General Management Practices: Information Security Management
  • General Management Practices: Relationship Management
  • General Management Practices: Supplier Management
  • Service Management Practices: Availability Management
  • Service Management Practices: Capacity and Performance Management
  • Service Management Practices: Change Control
  • Service Management Practices: Incident Management
  • Service Management Practices: IT Asset Management
  • Service Management Practices: Monitoring and Event Management
  • Service Management Practices: Problem Management
  • Service Management Practices: Release Management
  • Service Management Practices: Service Configuraion Management
  • Service Management Practices: Service Continuity Management
  • Service Management Practices: Service Desk
  • Service Management Practices: Service Level Management
  • Service Management Practices: Service Request Management
  • Technical Management Practices: Deployment Management