ITIL® 4 Foundation Certification Training Course
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Course Introduction

• Key Concepts of Service Management
  • Key Concepts of Service Management
  • Service Management
  • Stakeholders of Service Management
  • Service Consumer Roles
  • Products and Services
  • Service Offerings
  • Service Relationships
  • Value Outcomes, Costs, and Risks Service Relationships
  • Risks
  • Utility and Warranty
• Four Dimensions of Service Management
  • Four Dimensions of Service Management
  • Dimensions of Service Management
  • Organizations and People
  • Information and Technology
  • Information and Technology Regulations
  • Selecting the Right Technology
  • Factors Influencing Technology
  • Cloud Computing
  • Partners and Suppliers
  • Organization Strategy
  • Value Streams and Processes
  • Processes
  • Factors Affecting Service Providers
• The ITIL Service Value System
  • The ITIL Service Value System
  • Service Value System
  • Components of SVS
  • Organizational Silos
  • ITIL Guiding Principles
  • Focus on Value
  • Applying the Principle – Focus on Value
  • Start Where You Are
  • Applying the Principle – Start Where You Area
  • Progress Iteratively with Feedback
  • Applying the Principle – Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • Applying the Principle – Collaborate and Promote Visibility
  • Think and Work Holistically
  • Applying the Principle – Think and Work Holistically
  • Keep It Simple and Practical
  • Applying the Principle – Keep It Simple and Practical
  • Optimize and Automate
  • Applying the Principle – Optimize and Automate
  • Principle Interaction
•  The Service Value Chain
  • The Service Value Chain
  • The Service Value Chain Overview
  • Plan Activity
  • Improve Activity
  • Engage Activity
  • Design and Transition Activity
  • Obtain or Build Activity
  • Deliver and Support Activity
  • Service Value Streams
•  ITIL Management Practices
  • ITIL Management Practices
  • Continual Improvement
  • Information Security Management
  • Relationship Management
  • Supplier Management
  • Supplier Management Activities
  • Change Enablement
  • Incident Management
  • IT Asset Management
  • IT Asset Management Activities
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service Configuration Management
  • Service Desk
  • Service Level Management
  • Service Request Management
  • Deployment Management
  • ITIL Terms