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ITIL®4 Foundation Official Course
Course Agenda
0.0 Course Agenda
Chapter 1 : Introduction
1.0 Introduction
1.1 Service Management In Modern World
1.2.1 ITIL4 History
1.2.2 Benefits For Organization
1.2.3 Benefits For Professionals
1.2.4 ITIL 4 Certifications
1.2.5 ITIL Foundation Exam
1.3.1 The Structure of ITIL4 Framework
1.3.2 Chapter One in Brief
Chapter 1 Closure
Quiz
Chapter 2: Key Service Management Concept
2.0 Introduction
2.1.1 Service Management and Value
2.1.2 Value Co-Creation
2.2.1 Organization
2.2.2 Service Consumer Rules
2.2.3 Other Stakeholders
2.3.1 Product & Services
2.3.2 Service Offering
2.3.3 Summary Of Concepts
2.4.1 Service Relationships
2.4.2 Service Provisioning
2.4.3 Service Consumption
2.5.1 Value Outcomes , Costs , Risks
2.5.2 Utility and Warranty
Chapter 2 Closure
Quiz
Chapter 3 : The 4 Dimensions
0 Intro
3.1.1 Organizational People Part 01
3.1.2 Organizational People Part 02
3.2.1 Information & Technology Part 01
3.2.2 Information & Technology Part 02
3.2.3 Information & Technology Part 03
3.3.1 Partners & Suppliers Part 01
3.3.2 Partners & Suppliers Part 02
3.4.1 Value Streams & Process ( Value Streams )
3.4.2 Value Streams & Process ( Processes )
3.5 PESTLE.mp4
Chapter 3 Closure
Quiz
Chapter 4 : The Service Value System
4.0 The ITIL SVS Introduction
4.1 Service Value System Components
4.1 Service Value System Overview
4.2 Opportunity , Demand and Value
4.3 The Seven Guiding Principles Overview
4.3 What is Guiding Principles?
4.3.1 Focus On Value
4.3.1 Focus On Value ( Application )
4.3.2 Start Where You Are
4.3.2 Application
4.3.3 Progress Iteratively With feedback Part 01
4.3.3 Progress Iteratively With feedback Part 02
4.3.3 Application
4.3.4 Collaborate and Promote Visibility Part 01
4.3.4 Collaborate and Promote Visibility Part 02
4.3.4 Collaborate Vs Cooperation
4.3.4 Appliction
4.3.5 Think and Work Holistically
4.3.5 Application
4.3.6 Keep it Simple and Practical
4.3.6 Application
4.3.7 Optimize and Automate
4.3.7 Optimize and Automate Part 02
4.3.7 Application
4.4 Governance
4.5 What is Service Value Chain? Part 01
4.5 What is Service Value Chain? Part 02
4.5 What is Service Value Chain? Part 03
4.5 Value Chain Interactions with Practices
4.5 Service Value Chain Activities
4.5 Value Streams and Service Value Chain
4.6 Continual Improvement
4.6 Continual Improvement Steps
Quiz
Chapter 5 : ITIL Management practices
5.0.0 Chapter 5 Overview
5.0.1 What is Practice?
5.1.1 General Management Practices
5.1.2 Continual Improvement Part 01
5.1.3 Continual Improvement Part 02
5.1.4 Continual Improvement Part 03 ( Key Activities )
5.1.5 Continual Improvement Part 04 ( Techniques )
5.1.6 Continual Improvement Part 05 ( Improvement Pyramid )
5.1.7 Continual Improvement Part 06 ( Heat Map )
5.1.8 Information Security Management
5.1.9 Supplier Management
5.2.0 Change Enablement
5.2.1 Change Enablement Part 01
5.2.2 Change & Heat Map
5.2.3 Incident Management Part 01
5.2.4 Incident Management Part 02
5.2.5 Incident Management Part 03
5.2.6 Problem Management
5.2.7 Problem Management In Brief
5.2.8 IT ASSET Management
5.2.9 Monitoring And Event Management
5.2.10 Release Management
5.2.11 Service Configuration Management
5.2.12 Service Desk
5.2.13 Service Desk In Brief
5.2.14 Service Level Management
5.2.15 Service Level Management In Brief
5.2.16 Service Request Management
5.2.17 Service Request Management in Brief
5.2.18 General Example
Quiz
Sample Exams
Sample Exam 1
Sample Exam 2
Materials
ITIL4 Foundation Summary.pdf
EN_ITIL4_FND_2019_SamplePaper2_QuestionBk_v1.2.pdf
EN_ITIL4_FND_2019_SamplePaper2_Rationale_v1.3.pdf
EN_ITIL4_FND_2019_SamplePaper1_QuestionBk_v1.4.pdf
EN_ITIL4_FND_2019_SamplePaper1_Rationale_v1.6.pdf
5.2.2 Change & Heat Map
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