ITIL v4 Foundation (No Exam)

COURSE OUTLINE

Day 1

• Key Concepts of Service Management
• Key Concepts of ITIL
• The Guiding principles of ITIL 4
  • 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
• The four dimensions of service management
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
• How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes from demand to value.
• Service value system

Day2

• Service value chain
• ITIL Practices
  • What is currently known in ITIL v3 as “processes” are being expanded to consider other elements such as culture, technology, information and data management, and more. This holistic vision of a way of working is known as a “practice” in ITIL 4 and forms a fundamental part of the ITIL 4 framework.
• General Management Practices
  • Continual Improvement Practice
  • Continual Improvement Model
  • Information Security Management
  • Relationship Management
  • Supplier Management

Day3

• Service Management Practices
  • Change Control
  • Incident Management
  • IT Asset Management
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service Configuration Management
  • Service Desk
  • Service Level Management
  • Service Request Management
• Technical Management Practices
  • Deployment Management