ITIL 4 Foundation

ITIL® is the world’s leading best practice framework for implementing IT Service Management. ITIL version 4 introduces IT Service Management through the lens of a Service Value System (SVS), which provides a holistic end-to-end view of how to successfully contribute to business value, and also how to leverage concepts from models such as Lean IT, Agile, DevOps and Organizational Change Management.

COURSE OUTLINE

1 – ITIL 4 OVERVIEW
– Introduction to ITIL
– Key Concepts of ITIL

2 – THE ITIL FRAMEWORK
– The Four Dimensions of Service Management
– The ITIL Service Value System

3 – THE ITIL 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 – THE ITIL SERVICE VALUE SYSTEM
– Governance
– The Service Value Chain
– Continual Improvement

5 – KEY ITIL PRACTICES
– Continual Improvement
– Service Level Management
– Change Control
– Incident Management
– Service Request Management
– Service Desk
– Problem Management

ITIL 4 Foundation

4 – THE ITIL SERVICE VALUE SYSTEM– Governance– The Service Value Chain– Continual Improvement

5 – KEY ITIL PRACTICES– Continual Improvement– Service Level Management– Change Control– Incident Management– Service Request Management– Service Desk– Problem Management

6 – OTHER ITIL PRACTICES– General Management Practices– Service Management Practices– Technical Management Practices

4 – THE ITIL SERVICE VALUE SYSTEM
– Governance
– The Service Value Chain
– Continual Improvement

5 – KEY ITIL PRACTICES
– Continual Improvement
– Service Level Management
– Change Control
– Incident Management
– Service Request Management
– Service Desk
– Problem Management

6 – OTHER ITIL PRACTICES
– General Management Practices
– Service Management Practices
– Technical Management Practices