1 - ITIL 4 Overview
Structured BenefitsThe Service Value SystemFour Dimensions of Service Management
2 - Key Concepts of ITIL
What is Service Management?Service RelationshipsCreating Value
3 - The Four Dimensions of Service Management
A Holistic Approach to Value DeliveryOrganizations and PeopleInformational TechnologyPartners and SuppliersValue Streams and ProcessesExternal Factors
4 - The ITIL Service Value System (SVS)
Guiding PrinciplesGovernanceService Value ChainPracticesContinual Improvement
5 - The ITIL Guiding Principles
Focus on ValueStart Where You AreProgress Iteratively with FeedbackCollaborate and Promote VisibilityThink and Work HolisticallyKeep It Simple and PracticalOptimize and AutomatePrinciple Interaction
6 - Governance
Governing BodiesGovernance ActivitiesThe Role of Governance in the SVS
7 - The Service Value Chain
PlanImproveEngageDesign and TransitionObtain and BuildDeliver and Support
8 - Continual Improvement
The Model, the Value Chain, and Practice Continual Improvement ModelContinual Improvement and the Guiding PrinciplesTheory of Constraints
9 - Key ITIL Practices
Introduction to ITIL PracticesContinual ImprovementService Level ManagementChange ControlIncident ManagementService Request ManagementService DeskProblem Management
10 - Other ITIL Practices
General Management PracticesService Management PracticesTechnical Management PracticesITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.
ITIL® / PRINCE2® / PRINCE2 Agile® / MSP® / M_o_R® / P3O® / MoP® / MoV® / AgileSHIFT® are registered trademarks of PeopleCert’s affiliate AXELOS Limited (‘AXELOS’). The AXELOS swirl logo is a trade mark of AXELOS Limited. All rights reserved.
Who is it For?
This course is designed for anyone who needs an understanding of IT Service Management to help deliver better value to customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. This course is also designed for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for ITIL® 4 Foundation exam.