ITIL® 4 Foundation Certification
- Lectures 55
- Quizzes 0
- Students 46852
- Assessments Yes
An Introduction to the ITIL 4 Framework
Learning Objectives: This introductory module gives a complete overview of the ITIL 4 Framework, the evolution of ITIL 4 and best practices, and an introduction to the ITIL 4 certification structure.
Module 1: The Key Concepts of Service Management
Learning Objectives This module will introduce you to the key concepts and terminology of ITIL. The concepts are relevant for all services and service relationships, regardless of their nature and underpinning technology.
Module 2: The Guiding Principles
Module 3: The Four Dimensions of Service Management
Learning Objectives The four dimensions of service management offered by ITIL 4 provide a holistic view of the different constraints, resource types and other points of focus which must be considered when designing, managing or operating an organization.
Module 4: Service Value System (SVS)
Learning Objectives The ITIL 4 SVS describes the different inputs (opportunity and demand), elements (organizational governance, service management, continual improvement and an organization’s capabilities and resources) and outputs (achievement of organizational objectives and resultant value for the organization and its stakeholders) of effective service management.
Module 5: The Service Value Chain
Learning Objectives The ITIL Service Value Chain (SVC) is a core component of the SVS. IT offers an operating model for creating, delivering and continually improving services. It consists of six activities which can be combined in a number of different ways to create flexible value streams. The SVS can also accommodate different approaches, including DevOps. This flexibility enables users to adapt services in order to meet changing demands as effectively and efficiently as possible. SVS activities are supported by ITIL practices, creating a highly versatile tool for ITSM. This module will introduce you to the SVS and how it can be used and adapted to manage different products and services.
Module 6: Practice: Purpose and Key Terms
Learning Objectives This module covers the 18 ITIL 4 Practices. Students will learn the purpose and description of activities for each practice, as well as their place in the Service Value Chain.
- Continual Improvement
- Information Security Management
- Relationship Management
- Supplier Management
- Availability Management
- Capacity and Performance Management
- Change Control
- Incident Management
- IT Asset Management
- Monitoring and Event Management
- Problem Management
- Release Management
- Service Configuration Management
- Service Continuity Management
- Service Desk
- Service Level Management
- Service Request Management
- Deployment Management
Module 7: Understanding the 7 ITIL Practices
Learning Objectives The 7 ITIL practices can be used to support multiple service value chain activities. Together, they offer practitioners a versatile yet highly comprehensive toolset for approaching ITSM.