ITIL® is the world’s leading best practice framework for implementing IT service management. Organizations use ITIL to plan, implement, support, and improve services and create value for their customers. In this course, you will learn the foundational knowledge and skills for adopting and adapting best practices for IT service management (ITSM) in your organization.

• Define ITIL and its key concepts.
• Identify the components of the ITIL framework.
• Analyze the ITIL guiding principles.
• Identify the components and functions of the ITIL Service Value System (SVS).
• Analyze the key ITIL management practices.
• Define the general, service, and technical management practices of ITIL.

Lesson 1: ITIL 4 Overview

• Topic A: Introduction to ITIL
• Topic B: Key Concepts of ITIL

Lesson 2: The ITIL Framework

• Topic A: The Four Dimensions of Service Management
• Topic B: The ITIL Service Value System

Lesson 3: The ITIL Guiding Principles

• Topic A: Focus on Value
• Topic B: Start Where You Are
• Topic C: Progress Iteratively with Feedback
• Topic D: Collaborate and Promote Visibility
• Topic E: Think and Work Holistically
• Topic F: Keep It Simple and Practical
• Topic G: Optimize and Automate

Lesson 4: The ITIL Service Value System

• Topic A: Governance
• Topic B: The Service Value Chain
• Topic C: Continual Improvement

Lesson 5: Key ITIL Practices

• Topic A: Continual Improvement
• Topic B: Service Level Management
• Topic C: Change Control
• Topic D: Incident Management
• Topic E: Service Request Management
• Topic F: Service Desk
• Topic G: Problem Management

Lesson 6: Other ITIL Practices

• Topic A: General Management Practices
• Topic B: Service Management Practices
• Topic C: Technical Management Practices

Appendix A: Mapping Course Content to ITIL® 4 Foundation Syllabus

This course is designed for anyone who would like a foundational understanding of IT service management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.

This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for the ITIL 4 Foundation exam.

Computer and networking skills are required