2019-11-25 — 27 Ämnesområden ITIL 4 Foundation


Course Introduction
– Introduction to IT Service Management in the Modern World
– Introduction to ITIL 4
– Exam Details

Service Management: Key Concepts
– Value and Value Co-Creation
– Value: Service, Products, and Resources
– Service Relationships
– Value: Outcomes, Costs, and Risks

The Guiding Principles
– The Seven Guiding Principles
– Applying the Guiding Principles

The Four Dimensions of Service Management
Organizations and People
– Information and Technology
– Partners and Suppliers
– Value Streams and Processes
– External Factors and Pestle Model

Service Value System
– Overview of Service Value System
– Overview of the Service Value Chain

Continual Improvement
– Introduction to Continual Improvement
– The Continual Improvement Model
– Relationship between Continual Improvement and Guiding Principles

Overview of ITIL Practices
– Purpose of ITIL Practices
–  The Continual Improvement Practice
– The Change Control Practice
– The Incident Management Practice
– The Problem Management Practice
– The Service Request Management Practice
– The Service Desk Practice
– The Service Level Management Practice