ITIL® 4 Foundation – Including Exam (ILFN4)

• • IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
• • Key concepts of value creation
• • Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
• • The nature, use and interaction of 7 ITIL®  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
• • The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes   
• • The ITIL®  service value system
• • The service value chain, its inputs and outputs, and its role in supporting value streams
• • Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
• • Detail of how the following ITIL®  practices support the service value chain: -  Continual Improvement (including continual improvement model); Change control; Incident management; Problem Management; Service request management;  Service desk; Service level management
• • The purpose of the following ITIL®  practices: - Information security management; Relationship management; Supplier management; Service configuration management; IT asset management; Service continuity management; Deployment management; Monitoring and event management; Release management