ITIL® V4 Foundation

Learning Objectives

By actively participating in this course, you will learn about the following:

• Understand the key concepts of service management.
• Understand how the ITIL® guiding principles can help an organisation adopt and adapt service management.
• Describe the nature, use and interaction of the seven guiding principles.
• Understand the purpose and components of the ITIL® service value system.
• Understand the activities of the service value chain and how they interconnect , and describe the inputs , out puts and purpose of each value chain activity.
• Recall the purpose of the ITIL® practices.

Course Contents

Key Concepts of Service Management

The ITIL® guiding principles:

1. Focus on value.
2. Start where you are.
3. Progress iteratively with feedback.
4. Collaborate and promote visibility.
5. Think and work holistically.
6. Keep it simple and practical.
7. Optimise and automate.

The purpose and components of the ITIL® service value system.

The activities of the service value chain and how they interconnect.  Describe the inputs, outputs and purpose of each value chain activity:

• Plan
• Improve
• Engage
• Design and transition
• Obtain/build
• Delivery & Support

Recall the purpose of the following ITIL ® Practices

• Information security management
• Relationship management
• Supplier management
• IT asset management
• Monitoring and event management
• Release management
• Service configuration management
• Deployment management
• Continual improvement
• Change control
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management

The following ITIL® practices are covered in more detail:

• Continual improvement
• Change control
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management

The ITIL® Courses are offered by ATO Somerset CC.  ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited.  All rights reserved.