ITIL® 4 Foundation Bridge

· IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor

· Key concepts of value creation

· Key concepts of service relationships; service offering; service provision; service consumption; service relationship management

· The nature, use, and interaction of 7 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

· The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes   

· The ITIL service value system

· The service value chain, its inputs, and outputs, and its role in supporting value streams

· Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support

· Detail of how the following ITIL practices support the service value chain: -
o Continual Improvement (including continual improvement model)
o Change control
o Incident management
o Problem Management
o Service request management
o Service desk
o Service level management

· The purpose of the following ITIL practices
o Information security management
o Relationship management
o Supplier management
o Availability management
o Capacity and performance management
o Service configuration management
o IT asset management
o Business analysis
o Service continuity management
o Deployment management
o Release management
o Monitoring and event management