ITIL®4 Foundation (with exam voucher) (English)

• Introduction
  • IT service management in the modern world
  • About ITIL 4
  • The structure and benefits of the ITIL 4 framework
• Key concepts of service management
  • Value and value co-creation
  • Organizations, service providers, service consumers, and other stakeholders
  • Products and services
  • Service relationships
  • Value: outcomes, costs, and risks
• The four dimensions of service management
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External factors

• The ITIL service value system
  • Service value system overview
  • Opportunity, demand, and value
  • The ITIL guiding principles
  • Governance
  • Service value chain
  • Continual improvement
  • Practices
• ITIL management practices
  • General management practices
  • Service management practices
  • Technical management practices

View more subjectsView less subjects

• Introduction
  • IT service management in the modern world
  • About ITIL 4
  • The structure and benefits of the ITIL 4 framework
    • The ITIL SVS
    • The four dimensions model
• Key concepts of service management
  • Value and value co-creation
    • Value co-creation
  • Organizations, service providers, service consumers, and other stakeholders
    • Service providers
    • Service consumers
    • Other stakeholders
  • Products and services
    • Configuring resources for value creation
    • Service offerings
  • Service relationships
    • The service relationship model
  • Value: outcomes, costs, and risks
    • Outcomes
    • Costs
    • Risks
    • Utility and warranty
• The four dimensions of service management
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
    • Value streams for service management
    • Processes
  • External factors

• The ITIL service value system
  • Service value system overview
  • Opportunity, demand, and value
  • 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
    • Principle interaction
  • Governance
    • Governing bodies and governance
    • Governance in the SVS
  • Service value chain
    • Plan
    • Improve
    • Engage
    • Design and transition
    • Obtain/build
    • Deliver and support
  • Continual improvement
    • Steps of the continual improvement model
    • Continual improvement and the guiding principles
  • Practices
• ITIL management practices
  • General management practices
    • Architecture management
    • Continual improvement
    • Information security management
    • Knowledge management
    • Measurement and reporting
    • Organizational change management
    • Portfolio management
    • Project management
    • Relationship management
    • Risk management
    • Service financial management
    • Strategy management
    • Supplier management
    • Workforce and talent management
  • Service management practices
    • Availability management
    • Business analysis
    • Capacity and performance management
    • Change control
    • Incident management
    • IT asset management
    • Monitoring and event management
    • Problem management
    • Release management
    • Service catalogue management
    • Service configuration management
    • Service continuity management
    • Service design
    • Service desk
    • Service level management
    • Service request management
    • Service validation and testing
  • Technical management practices
    • Deployment management
    • Infrastructure and platform management
    • Software development and management