Course Content
Introduction. The Business Need for ITIL 4
By the end of this module, you will be able to:
- Recall the definition of service management
- Describe the key concepts of organizations and value
- Recall the definition of a service
- Describe the ITIL service value system
Module 1. The Four Dimensions of Service Management
By the end of this module, you will be able to:
- Describe the four dimensions of service management including:
- Organizations and people;
- Information and technology;
- Partners and suppliers;
- Value streams and processes.
Module 2. Key Service Management Concepts
By the end of this module, you will be able to:
- Describe the key concepts of service relationships including service relationship management, service provisioning, service consumption, and service offerings
- Recall the definitions of a customer, user, and sponsor
- Recall the definition of utility and warranty
- Describe the key concepts of creating value with cost, outcomes, outputs, risks, and utility and warranty
Module 3. The Service Value Chain
By the end of this module, you will be able to:
- Describe the interconnected nature of the service value chain and how this supports value streams
- Describe the purpose of each value chain activity including: plan, improve, engage, design and transition, obtain or build, and deliver and support
Module 4. The ITIL Guiding Principles
By the end of this module, you will be able to:
- Describe the nature, use, and interaction of the guiding principles;
- Explain the use of the guiding principles, including: focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate.
Module 5. Introduction to the ITIL Practices
By the end of this module, you will be able to:
- Recall the purpose of 15 of the 34 ITIL practices
- Explain the following practices in additional detail: Continual Improvement, Change Control, Incident Management, Problem Management, Service Desk, Service Level Management, and Service Request Management
- Recall the definition of the terms change, incident, problem, known error, IT asset, event, and configuration item (CI).
Wrap-up and Review
- Practical works, mock exam, Q&A, Certification path
