Meetings Stub Page [mx-stub]
ITIL® 4 Foundation (including exam)
Course Outline
1 - ITIL 4 OVERVIEW
- Introduction to ITIL
- Key Concepts of ITIL
2 - The ITIL Framework
- The Four Dimensions of Service Management
- The ITIL Service Value System
3 - 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
4 - THE ITIL SERVICE VALUE SYSTEM (SVS)
- Governance
- The Service Value Chain
- Continual Improvement
5 - Key ITIL Practices
- Continual Improvement
- Service Level Management
- Change Control
- Incident Management
- Service Request Management
- Service Desk
- Problem Management
6 - Other ITIL Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices