Course Content
ITIL® 4 Foundation Exam Prep Toolkit
    About Lesson

    Learning Objectives

    Module 1: Service Management

    • Service Value System (SVS) and Service Value Chain 
    • Organizations 
    • Service Provisioning and Consumption 
    • Customers, Users, Sponsors, and Other Stakeholders 
    • Services, Products, and Service Offerings 
    • Service Relationships  
    • Value, Outcomes, Costs, and Risks 
    • Utility and Warranty 

    Module 2: The Four Dimensions

    • Organizations and People
    • Information and Technology
    • Partners and Suppliers
    • Value Streams and Processes

    Module 3: The Service Value System

    • Opportunity, Demand, and Value
    • Guiding Principles
    • Governance
    • ITIL Practices
    • Continual Improvement
    • Organizational Silos

    Module 4: The Service Value Chain

    • Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support
    • Inputs of the SVS: Opportunities & Demand
    • Outcome of the SVS: Value
    • Addressing the Challenges of Silos

    Module 5: The 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 6: ITIL Practices: Practice Overview and General Management Practices

    • Practices and Processes
    • Continual Improvement
    • Information Security Management
    • Supplier Management
    • Relationship Management

    Module 7: ITIL Practices: Service Management and Technical Management Practices

    • Service Level Management
    • Event Management
    • Service Desk
    • Service Request Management
    • Incident Management
    • Problem Management
    • Change Enablement
    • IT Asset Management
    • Service Configuration Management
    • Release Management
    • Deployment Management