- Define ITIL and its key concepts.
- Identify the components of the ITIL framework.
- Analyze the ITIL guiding principles.
- Identify the components and functions of the ITIL Service Value System (SVS).
- Analyze the key ITIL management practices.
- Define the general, service, and technical management practices of ITIL.
Target AudienceThis course is designed for anyone who would like a foundational understanding of IT service management, its key principles and practices, and how it will help you deliver better value to your 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 the ITIL 4 Foundation exam.
Topic A: Introduction to ITIL
Topic B: Key Concepts of ITIL
Topic A: The Four Dimensions of Service Management
Topic B: The ITIL Service Value System
Topic A: Focus on Value
Topic B: Start Where You Are
Topic C: Progress Iteratively with Feedback
Topic D: Collaborate and Promote Visibility
Topic E: Think and Work Holistically
Topic F: Keep It Simple and Practical
Topic G: Optimize and Automate
Topic A: Governance
Topic B: The Service Value Chain
Topic C: Continual Improvement
Topic A: Continual Improvement
Topic B: Service Level Management
Topic C: Change Control
Topic D: Incident Management
Topic E: Service Request Management
Topic F: Service Desk
Topic G: Problem Management
Topic A: General Management Practices
Topic B: Service Management Practices
Topic C: Technical Management Practice