ITIL® 4 Foundation eLearning with exam

Objectives

Students who complete this eBook will have learned:

• An overview of the tools and methodologies, purpose and components of ITIL, including the ITIL Service Lifecycle and the Service Value System
• The key concepts and value of IT service management to IT service providers and their customers
• How the ITIL guiding principles can help organizations adopt and adapt service management
• The activities of the service value chain, and how they interconnect
• The purpose and key terms of 18 ITIL practices and the 7 essential practices
• How the ITIL best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-related services, regardless of an organization’s size, structure or industry
• How to become an ITIL Expert by understanding the new certification path including the ITIL Managing Professional (MP) and ITIL Strategic Leader (SL) streams

Who it is aimed at

• Individuals at the start of their journey in service management
• ITSM Managers and aspiring ITSM Managers
• Individuals working in other parts of "IT" (digital, product, development) with strong interface with service delivery
• Existing ITIL qualification holders wishing to update their knowledge

Contents

Key Service Management and ITIL Concepts

• Defining Value and its relationship with stakeholders
• Service relationships and co-creation of value
• Understanding Service Offerings and Products
• Balancing Outcomes, Value, Costs and Risks
• The 4 Dimensions of Service Management
  • Organisations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes

The ITIL Guiding Principles

• Introduction to the Guiding Principles
• Understand and apply each of the 7 Guiding Principles

ITIL Service Management Practices

• Introducing the 3 areas of Practice
• Key practices in ITIL
  • Incident Management
  • Problem Management
  • Change Control
  • Service Request Management
  • Service Level Management
  • Service Desk
  • Continual Improvement
• Overview of other practices in ITIL

The ITIL Service Value System (SVS)

• Understanding the role of the Service Value System
• Elements of the ITIL SVS
  • Guiding Principles
  • Governance
  • Service Value Chain
  • Practices
  • Continual Improvement
• Service Value Chain
  • Understanding the Elements of the Service Value Chain
  • Practices and their role in the Service Value Chain
  • Using the Service Value Chain to identify and map Value Streams