1 - ITIL 4 Overview
Introduction to ITILKey Concepts of ITIL
2 - The ITIL Framework
The Four Dimensions of Service ManagementThe ITIL Service Value System
3 - The ITIL Guiding Principles
Focus on ValueStart Where You AreProgress Iteratively with FeedbackCollaborate and Promote VisibilityThink and Work HolisticallyKeep It Simple and PracticalOptimize and Automate
4 - The ITIL Service Value System
GovernanceThe Service Value ChainContinual Improvement
5 - Key ITIL Practices
Continual ImprovementService Level ManagementChange ControlIncident ManagementService Request ManagementService DeskProblem Management
6 - Other ITIL Practices
General Management PracticesService Management PracticesTechnical Management Practices
ITIL® / PRINCE2® / PRINCE2 Agile® / MSP® / M_o_R® / P3O® / MoP® / MoV® / AgileSHIFT® are registered trademarks of PeopleCert’s affiliate AXELOS Limited (‘AXELOS’). The AXELOS swirl logo is a trade mark of AXELOS Limited. All rights reserved.
Who is it For?
This course is designed for anyone who needs an understanding of IT Service Management to help deliver better value to customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. This course is also designed for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for ITIL® 4 Foundation exam.