ITIL v4 Foundation
Introduction
What is ITIL?
Organizations Involved in Maintaining ITIL
ITIL v4 Certification Scheme
ITIL Today
Benefits of ITIL (Information Technology Infrastructure Library)
Diagram of the ITIL Service Value System
Components of the ITIL Service Value System
Diagram of the Four Dimensions of Service Management
The Four Dimensions of Service Management
Lab : Discussing ITIL Basics
Service Management
Products and Services
Co-Creation of Value
Organizations
Service Providers
Service Consumers
Service Consumer Types
Stakeholders and Value Alignment
Service Offerings
Service Offering Components
Service Relationship
Service Provision
Service Consumption
Service Relationship Management
The Service Relationship Model
Value
Output and Outcomes
Service Relationship
Service Relationship (Utility and Warranty)
Lab : Discussing the Key Concepts of ITIL
Introduction : The ITIL Framework
The Four Dimensions of Service Management
A Holistic Approach to Value Delivery
Organizations
People
Information and Technology
Information Considerations
Technology Questions
Partners and Suppliers
Strategic Factors
Value Streams
Processes
External Factors
Lab : Discussing the Four Dimensions of Service Management
Opportunity and Demand
What is a Guiding Principle?
The Seven Guiding Principles
Governing Bodies
Governance Activities
The Service Value Chain
The Service Value Chain Activities
Definition of ITIL Practices
General Management Practices
Service Management Practices
Technical Management Practices
Continual Improvement
Lab : Discussing the Service Value System
Introduction : The ITIL Guiding Principles
Focus on Value
Customer Experience (CX)
Apply the Principle
Lab : Discussing the Focus on Value Principle
Start Where You Are
Apply the Principle
Lab : Discussing the Start Where You Are Principle
Progress Iteratively with Feedback
Feedback
Time-Boxing
Apply the Principle
Lab : Discussing the Progress Iteratively with Feedback Principle
Collaborate and Promote Visibility
Stakeholder Identification
Communications
Make Work Visible
A Sample Kanban Board
New Lesson
Lab : Discussing the Collaborate and Promote Visibility Principle
Think and Work Holistically
Apply the Principle
Lab : Discussing the Think and Work Holistically Principle
Keep It Simple and Practical
Manage Conflicting Objectives
Apply the Principle
Lab : Discussing the Keep It Simple and Practical Principle
Optimize and Automate
Optimization Steps
Automation
Apply the Principle
Lab : Discussing the Optimize and Automate Principle
Interaction Between the Principles
Lab : Discussing the Interaction Between the Principles
Introduction : The ITIL Service Value System
Governing Bodies
Governance Activities
The Evaluate Activity
The Direct Activity
The Monitor Activity
The Role of Governance in the Service Value System
Guidelines for Establishing Governance in the Service Value System
Lab : Discussing Governance in the Service Value System
The Service Value Chain
Inputs and Outputs
The Plan Activity
The Improve Activity
The Engage Activity
The Design and Transition Activity
The Obtain/Build Activity
The Deliver and Support Activity
Lab : Discussing the Service Value Chain
Relationships of Continual Improvement Model, Value Chain, and Practices
The Continual Improvement Model
What Is the Vision?
Where Are We Now?
Take Action
Did We Get There?
How Do We Keep the Momentum Going?
How Continual Improvement Maps to Guiding Principles
Theory of Constraints
Lab : Discussing the Continual Improvement Model
Introduction : Key ITIL Practices
ITIL Practices Redefined
Purpose of Continual Improvement
Key Activities
Continual Improvement Methods and Techniques
Sample SWOT Analysis
Continual Improvement Register
Continual Improvement Heat Map and Value Chain
Lab : Analyzing the Continual Improvement Practice
Purpose of Service Level Management
Service Level Agreements
Service Level Agreement Requirements
Customer Engagement and Feedback
Metrics
Purpose of Change Enablement
Service Level Management Heat Map and Value Chain
Lab : Analyzing the Service Level Management Practice
Changes
Types of Changes
Change Schedule
Change Enablement Heat Map and Value Chain
Lab : Analyzing the Change Enablement Practice
Purpose of Incident Management
Incidents
Incident Diagnosis and Resolution
Incident Management
Incident Management and Suppliers
Swarming
Incident Management Heat Map and Value Chain
Lab : Analyzing the Incident Management Practice
Purpose of Service Request Management
Service Requests
Guidelines for Handling Service Requests
Service Request Management Heat Map and Value Chain
Lab : Analyzing the Service Request Management Practice
Purpose of Service Desk
Service Desk
Access Channels
Training and Competencies
Supporting Tools
Service Desk Heat Map and Value Chain
Lab : Analyzing the Service Desk Practice
Purpose of Problem Management
Problems and Known Errors
Distinguishing Incidents from Problems
Phases of Problem Management
Problem Identification
Problem Control
Workarounds
Error Control
Practice Interactions
Problem Management Heat Map and Value Chain
Lab: Analyzing the Problem Management Practice
Don't miss the opportunity to enhance your IT service management skills and achieve ITIL V4 Foundation certification. Enroll now and take the first step towards a successful career in ITIL.