On-Demand ITIL^® 4 Foundation Course + Exam

Lesson 1: ITIL Overview

• ITIL framework and key concepts
• Certification path from Foundation to Master
• ITIL 4 exam structure and question types
• Exam domains and weightings
• Modern IT service management

Lesson 2: Service Management Fundamentals

• Service management principles and value
• Service consumers and stakeholder roles
• Products, services, and service relationships
• Service provision vs. consumption
• Costs, risks, utility, and warranty

Lesson 3: Service Management Dimensions

• Overview of the 4 dimensions
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams, processes, and PESTLE factors

Lesson 4: Service Value System (SVS)

• Service Value System (SVS) overview
• Purpose and structure of the SVS
• Service value flow across the organization
• Eliminating silos and improving collaboration
• Aligning activities to deliver value

Lesson 5: Service Value Chain (SVC)

• Overview of the Service Value Chain
• Plan and improve activities
• Engage and design/transition
• Obtain/build and deliver/support
• Inputs, outputs, and flow across components

Lesson 6: ITIL Guiding Principles

• Overview of guiding principles
• Focus on value and start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Keep it simple, optimize, and automate

Lesson 7: ITIL Management Practices

• Purpose and structure of ITIL practices
• General management practices for Foundation
• Continual improvement and security
• Relationship and supplier management
• Applying practices in real-world scenarios

Lesson 8: ITIL Practices Deep Dive I

• Availability management
• Capacity and performance management
• Change control and incident management
• IT asset management
• Monitoring, events, and problem management

Lesson 9: ITIL Practices Deep Dive II

• Release and deployment management
• Service configuration and continuity
• Service desk and service level management
• Service request management
• Continual improvement model