ITIL® 4 Foundation Certification Course

Module 1: Key Concepts of Service Management
· Service
· Utility
· Warranty
· Customer
· User
· Service management
· Sponsor

Module 2: Key Concepts of Value Creation
· Cost
· Value
· Organization
· Outcome
· Output
· Risk
· Utility and Warranty

Module 3: Key Concepts of Service Relationships
· Service offering
· Service relationship management
· Service provision
· Service consumption

Module 4: Seven 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 5: Four Dimensions of Service Management
· Organizations and People
· Information and Technology
· Partners and Suppliers
· Value Streams and Processes

Module 6: Components of the ITIL Service Value System
· Plan
· Improve
· Engage
· Design & Transition
· Obtain/Build
· Deliver and Support

Module 7: ITIL Practices
· General Management Practices
· Service Management Practices
· Technical Management Practices

Module 8: How Key ITIL Practices Fit within the Service Value Chain
· Continual Improvement
· Change Control
· Incident Management
· Problem Management
· Service Request Management
· Service Desk
· Service Level Management