ITIL

ITIL ®v4 Foundation - Information Technology Infrastructure Library (20 Hours)

Modul-1
Introduction to Service Management and ITIL
Introduction
Significance of IT Service Management
Goals of ITIL4 Foundation
Structure and Benefits of ITIL4 Framework
Key Takeaways
Knowledge Check

Modul-2
Key Concepts of Service Management
Service Management Value and Value Co-creation
Organizations Service Providers Service Consumers and Other Stakeholders
Products Services and Service Offering
Service Relationships
Outcomes Costs Risks Utility and Warranty
Key Takeaways
Knowledge Check

Modul-3
Four Dimension of Service Management
The Four Dimensions of Service Management
Introduction to the Four Dimensions of Service Management
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors
Key Takeaways
Knowledge Check

Modul-4
ITIL Service Value System
Introduction to Service Value System
Opportunity Demand and Value
The ITIL Guiding Principles
Governance
Service Value Chain
Continual Improvement
Agile ITSM and Organizational Silos
Key Takeaways
Knowledge Check

Modul-5
ITIL Management Practices
ITIL Management Practices
General Management Practices
General Management Practices
Service Management Practices
Service Management Practices
Technical Management Practices
Key Takeaways
Knowledge Check

Modul-6
ITIL 4 Foundation Examination Format

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