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ITIL V 4 Foundation

The ITIL V4 Foundation document outlines key concepts of service management, including definitions of services, value creation, and service relationships. It explains the guiding principles for adopting service management, the four dimensions of service management, and the components of the ITIL service value system. Additionally, it details the key activities of the service value chain and provides insights into 15 ITIL practices and 7 specific ITIL practices relevant to service management.

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Umesh koli
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20 views4 pages

ITIL V 4 Foundation

The ITIL V4 Foundation document outlines key concepts of service management, including definitions of services, value creation, and service relationships. It explains the guiding principles for adopting service management, the four dimensions of service management, and the components of the ITIL service value system. Additionally, it details the key activities of the service value chain and provides insights into 15 ITIL practices and 7 specific ITIL practices relevant to service management.

Uploaded by

Umesh koli
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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ITIL V 4 Foundation

Module 1: Understand the Key Concepts of Service Management

1.1 The basic key definitions of:

• Service

• Utility

• Warranty

• Customer

• User

• Service management

• Sponsor

1.2 Describing Key Concepts of Creating Value & Services:

• Cost

• Value

• Organization

• Outcome

• Output

• Risk

• Utility

• Warranty

1.3 Describes Key Concepts of Service Relationship:

• Service offering

• Service relationship management

• Service provision

• Service consumption
Module 2: Understand How the ITIL Guiding Principles can Help an Organization Adopt and Adapt
Service Management

2.1 Describe the nature, use, and interaction of the guiding principles

2.2 Explain the use of the 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

3.1 Explain the four dimensions of service management:

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes

Module 3: Understand the Four Dimensions of Service Management

3.1 Explain the four dimensions of service management:

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes

Module 4: Learn the purpose and components of the ITIL service value system

4.1 Describe the concept of the service value system

Module 5: Key Activities of the Service Value Chain and How They Interconnection

5.1 Describe the interconnected nature of the service value chain and how this supports value
streams

5.2 Describe the purpose and other important details about each of the value chain activities:

• Plan

• Improve
• Engage

• design and transition

• build and obtain

• deliver and support

Module 6: Understand the purpose and Key terms of 15 ITIL Practices

• 6.1 Recall the purpose of the following ITIL practices:

• Information security management

• Relationship management

• Supplier management

• IT asset management

• Monitoring and event management

• Release management

• Service configuration management

• Deployment management

• Continual Improvement

• Change enablement

• Incident management

• Problem management

• Service request management

• Service desk

• Service level management

• 6.2 Learn about the various ITIL terms:

• IT asset

• Event

• configuration item

• Change

• Incident

• problem

• known error
Module 7: Learn & Understand 7 ITIL Practices

7.1 Learn about each of the 7 ITIL practices and how they will fit in the whole service level chain

• Continual Improvement (including) - continual improvement model

• Change Enablement

• Incident Management

• Problem Management

• Service Request Management

• Service Desk

• Service Level Management

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