Skills Learned

After completing this online training course, students will be able to:

• Key IT service management concepts
• How ITIL guiding principles can help and organization to adopt and adapt service management
• The 4 dimensions of service management
• The purpose and components of the service value system
• The activities of the service value chain and how the interconnect
• Know the purpose of key ITIL practices

Prerequisites

Familiarity with IT terminology and IT-related work experience is recommended.

Course Outline

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01. Course and ITILv4 Overview

• Introduction to ITILv4 Course and Exam Objectives
• Overview of ITILv4

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02. ITILv4 Learning Outcome 1

• ITILv4 Terms and Definitions
• Terms and Definitions Practice Questions

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03. ITILv4 Learning Outcome 4 and 3

• Overview of the ITIL Service Value System
• The 4 Dimensions of Service Management
• SVS and 4Ds Practice Questions

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04. ITILv4 Learning Outcome 2

• The 7 Guiding Principles
• 7GPs Practice Questions

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05. ITILv4 Part of Learning Outcome 7 and Learning Outcome 5

• The Continual Improvement Model
• CIM Practice Questions
• The Service Value Chain
• SVC Practice Questions

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06. ITILv4 Learning Outcome 6 and 7

• ITIL Practices Overview
• Continual Improvement
• Information Security Management
• Relationship Management
• Supplier Management
• Service Level Management
• Incident Management
• Problem Management
• Service Request Management
• Monitoring and Event Management
• Change Enablement
• Service Desk
• IT Asset Management
• Service Configuration Management
• Release Management
• Deployment Management
• Practice Questions and Course Wrap-up

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