Our ITIL® 4 Foundation online training course will cover the following topics:
1. Understand the key concepts of service management
1.1 Recall the definition of:
- Service
- Utility
- Warranty
- Customer
- User
- Service management
- Sponsor
1.2 Describe the key concepts of creating value with:
- Cost
- Value
- organisation
- Outcome
- Output
- Risk
- Utility
- Warranty
1.3 Describe the key concepts of service relationships:
- Service offering
- Service relationship management
- Service provision
- Service consumption
2. Understand how the ITIL® 4 guiding principles can help an organisation adopt and adapt service management
2.1 Describe the nature, use and interaction of the guiding principles
2.2 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
- Optimise and automate
3. Understand the four dimensions of service management
3.1 Describe the four dimensions of service management:
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
4. Understand the purpose and components of the ITIL® 4 service value system
4.1 Describe the ITIL® 4 service value system
5. Understand the activities of the service value chain, and how they interconnect
5.1 Describe the interconnected nature of the service value chain and how this supports value streams
5.2 Describe the inputs, outputs, and purpose of each value chain activity:
- Plan
- Improve
- Engage
- Design & transition
- Obtain/build
- Deliver & support
6. Know the purpose and key terms of 15 ITIL® 4 practices
6.1 Recall the purpose of the following ITIL® 4 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 control
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management
6.2 Recall definitions of the following ITIL® 4 terms:
- Availability
- IT asset
- Event
- Configuration item
- Change
- Incident
- Problem
- Known error
7. Understand 7 ITIL® 4 practices
7.1 Explain the following ITIL® 4 practices in detail, including how they fit within the service value chain:
- Continual improvement, including the continual improvement model
- Change control
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management