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ITIL 4 Foundation Course Content

The ITIL 4 Foundation course covers the evolution of ITIL, key concepts of service management, and the ITIL Service Value System. It includes guiding principles, governance, the Service Value Chain, and selected ITIL practices. Additionally, the course provides exam preparation resources such as sample questions and mock tests.

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nitin.k.kaushik
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13 views3 pages

ITIL 4 Foundation Course Content

The ITIL 4 Foundation course covers the evolution of ITIL, key concepts of service management, and the ITIL Service Value System. It includes guiding principles, governance, the Service Value Chain, and selected ITIL practices. Additionally, the course provides exam preparation resources such as sample questions and mock tests.

Uploaded by

nitin.k.kaushik
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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ITIL 4 Foundation Full Course Contents

1. Introduction to ITIL 4

- What is ITIL?

- Evolution from ITIL v3 to ITIL 4

- Key differences and benefits of ITIL 4

- ITIL 4 Certification Scheme

2. Key Concepts of Service Management

- Value and value co-creation

- Organizations, service providers, service consumers

- Products and services

- Service relationships: service offering, provision, consumption

- Utility and warranty

3. The Four Dimensions of Service Management

1. Organizations and People

2. Information and Technology

3. Partners and Suppliers

4. Value Streams and Processes

4. The ITIL Service Value System (SVS)

- Overview of SVS

- Components of SVS:

- Guiding Principles

- Governance

- Service Value Chain

- Practices

- Continual Improvement

5. The ITIL Guiding Principles

1. Focus on value
ITIL 4 Foundation Full Course Contents

2. Start where you are

3. Progress iteratively with feedback

4. Collaborate and promote visibility

5. Think and work holistically

6. Keep it simple and practical

7. Optimize and automate

6. Governance in ITIL

- Role of governance in the SVS

- Governance structure: directing, evaluating, monitoring

7. The Service Value Chain (SVC)

- Overview of the Service Value Chain

- Activities:

- Plan

- Improve

- Engage

- Design and Transition

- Obtain/Build

- Deliver and Support

8. Continual Improvement

- The continual improvement model

- Steps and approach

- Role of feedback and metrics

9. ITIL Practices (Selected 15 from 34 total)

General Management Practices:

- Continual Improvement

- Information Security Management


ITIL 4 Foundation Full Course Contents

- Relationship Management

- Supplier Management

Service Management Practices:

- Availability Management

- Capacity and Performance Management

- Change Enablement

- Incident Management

- IT Asset Management

- Monitoring and Event Management

- Problem Management

- Release Management

- Service Configuration Management

- Service Desk

- Service Level Management

10. Key Terms and Definitions

- Important terminology used throughout the ITIL framework

11. ITIL 4 Foundation Exam Preparation

- Sample questions

- Mock tests

- Tips for the exam

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