Course Agenda

Lesson 1: Introduction to the Course

• The course
• The ITIL® “ecosystem”
• The ITIL® 4 foundation examination
• The qualification structure
• Why ITIL®?

Lesson 2: Key concepts of Service Management Using ITIL® 4

• Service management
• Service
• Service value
• The service organisation
• Service offerings
• Service relationships

Lesson 3: Guiding Principles of Service Management

• Introduction
• The seven principles of IT service management
• 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
• Principles impact upon one another

Lesson 4: The 4-Dimensions of Service Management

• Introduction
• The four dimensions
• Organization and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• Factors affecting the four dimensions

Lesson 5: The Service Value System

• Introduction
• Elements of the service value system (SVS)

Lesson 6: The Service Value Chain

• Introduction
• The service value chain
• Plan
• Improve
• Engage
• Design and transition
• Obtain/build
• Deliver and support
• Value streams

Lesson 7: ITIL® 4 Management Practices

• Introduction
• General management practices
• Service management practices
• Availability management
• Capacity & performance management
• Change control
• Incident management
• IT asset management
• Monitoring & event management
• Problem management
• Release management
• Service configuration management
• Service continuity management
• Service desk
• Service level management
• Service request management
• Technical management practices

Lesson 8: ITIL® 4 Service Management Summary