Course curriculum

  • 1

    Welcome and Introduction

    • Welcome

    • Introduction
  • 2

    Module 1: Key Concepts of Service Management

    • Organization, Value Co-Creation, Stakeholders, Services, Outcomes

    • Costs and Risks, Utility and Warranty

    • Providers and Consumers, Resources, Products and Services, Service Offerings, Goods, Access to Resources and Service Actions

    • Service Relationships, Services and Goods, Service Examples, Service Management

    • Module 1 Quiz
  • 3

    Module 2: The Four Dimensions of Service Management

    • Organizations and People

    • Information and Technology

    • Partners and Suppliers

    • Value Streams and Processes, PESTLE

    • Module 2 Quiz
  • 4

    Module 3: The Service Value System

    • Inputs and Outputs, Guiding Principles, Governance

    • Service Value Chain, Practices, Continual Improvement

    • Module 3 Quiz
  • 5

    Module 4: The ITIL Guiding Principles

    • 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

    • Module 4 Quiz
  • 6

    Module 5: The ITIL Service Value Chain

    • The Service Value Chain, Practices, Service Value System Activities, Value Streams

    • Plan, Improve, Engage, Design and Transition, Obtain/Build, Delivery and Support

    • Module 5 Quiz
  • 7

    Module 6: ITIL Management Practices

    • General, Service and Technical Management Practices

    • The Continual Improvement Practice

    • The Continual Improvement Model

    • Information Security Management, Relationship Management, Supplier Management

    • Change Enablement

    • The Incident Management Practice

    • Incident Management Example Value Stream

    • IT Asset Management

    • Monitoring and Event Management

    • Problem Management

    • Release Management

    • Service Configuration Management

    • Service Desk

    • Service Level

    • Service Request Management

    • Deployment Management

    • Module 6 Quiz
  • 8

    Summary and Exam Preparation

    • Summary & Exam Preparation
  • 9

    Course Resources

    • EULA

    • ITIL 4 Foundation Acronyms and Glossary

    • ITIL 4 Foundation Examination Specification or Syllabus

    • ITIL 4 Foundation Handouts

    • ITIL 4 Foundation Sample Examination 1

    • ITIL 4 Foundation Sample Examination 1 Answers and Rationale

    • ITIL 4 Foundation Sample Examination 2

    • ITIL 4 Foundation Sample Examination 2 Answers and Rationale

    • ITIL 4 Foundation Sample Examination 3

    • ITIL 4 Foundation Sample Examination 3 Answers and Rationale