ITIL® 4 Foundation: Course Contents | ALC Training News

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1.  Introduction
  • History of ITIL
  • IT Service Management in the modern world
  • About ITIL 4
  • The structure and benefits of the ITIL 4 Framework
2.  Key Concepts
  • Value and value co-creation
  • Organisations, service providers, service consumers, and other stakeholders
  • Products and services
  • Service relationships
  • Value: outcomes, costs and risks
3.  The Four Dimensions of Service Management
  • Organisations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External factors
4.  The ITIL Service Value System
  • Opportunity, demand and value
  • ITIL Guiding Principles
  • Governance
  • Service Value Chain
  • Continual Improvement
5.  ITIL Management Practices

5.1 General Management Practices

  • Continual Improvement
  • Information Security Management
  • Relationship Management
  • Supplier Management

5.2 Service Management Practices

  • Availability Management
  • Capacity Performance Management
  • Change Control
  • Incident Management
  • IT Asset Management
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service Configuration Management
  • Service Continuity Management
  • Service Desk
  • Service Level Management
  • Service Request Management

5.3 Technical Management Practices

  • Deployment Management
6 .  Exam Preparation
  • Exam techniques
  • Sample Exams

Jes Irving