Learning Objectives

• Describe the core concepts of IT service management
• Explain how the ITIL guiding principles support an organization in adopting and adapting ITIL service management
• Describe the four dimensions of service management
• Describe the purpose and components of the ITIL service value system
• Describe the activities of the service value chain and how they relate to one another
• State the purpose and key terms of 15 ITIL practices
• Explain seven ITIL practices in depth
• Apply the ITIL framework to address real business challenges
• Prepare for and pass the ITIL 4 Foundation certification exam

Course Outline

Module 1: Introduction to IT Service Management in a Modern Context

[‘Overview of ITIL 4 and how it has developed over time’, ‘The role of ITIL in contemporary organizations’, ‘Widespread adoption across major enterprises’, ‘How ITIL integrates with Agile and DevOps practices’]

Module 2: Core Concepts of Service Management

[‘Value and the co-creation of value’, ‘Organizations, service providers, service consumers, and other stakeholders’, ‘Products and services’, ‘Service relationships’, ‘Outcomes, costs, and risks related to value’]

Module 3: The Four Dimensions of Service Management

[‘Organizations and people’, ‘Information and technology’, ‘Partners and suppliers’, ‘Value streams and processes’]

Module 4: The ITIL Service Value System (SVS)

[‘Introduction to the service value system’, ‘The ITIL guiding principles’, ‘Governance within the SVS’, ‘The service value chain’, ‘Continual improvement’]

Module 5: 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 6: The Service Value Chain

[‘Plan’, ‘Improve’, ‘Engage’, ‘Design and transition’, ‘Obtain and build’, ‘Deliver and support’, ‘How value stream activities interconnect’]

Module 7: ITIL Management Practices

[‘General management practices’, ‘Service management practices’, ‘Technical management practices’, ‘Purpose and key terms of 15 ITIL practices’, ‘In-depth coverage of 7 core ITIL practices’]

Module 8: Continual Improvement

[‘The continual improvement model’, ‘How continual improvement relates to the SVS’, ‘Putting continual improvement into practice’]

Module 9: Exam Preparation

[‘Structure and format of the ITIL 4 Foundation exam’, ‘Practice questions and content review’, ‘Strategies for approaching the exam’, ‘Information on the PeopleCert exam voucher’]