Module 00: Course Introduction: ITIL® 4 Foundation

• The Nature of the Class
• Agenda
• AXELOS ITIL 4 Schema
• Available Resources

Module 01: Exam Tips

• Understanding the Exam Process
• Exam Questions and Grading
• Taking the Exam
• Using the Practice Exams

Module 02:  High-Level Service Management & Key Elements of ITIL 4

• Where are Services and Service Management Today?
• Introduction to the Key Elements of ITIL 4:
  • Service Value System (SVS)
  • Four Dimensions Model

Module 03: ITIL 4 Key Concepts

• 15 Terms
• Practical Application
• Axel Car Hire

Module 04: Service – Definition & Keys Features

• What is a Service?
• Service Provision
• Service Offering
• Service Relationship Management
• Organizational Service Management

Module 05: Service Offerings & Relationship 

• Goods
• Provisioning
• Consumption

Module 06: Putting it All Together 

• Example

Module 07: The Service Relationship Model

Module 08: Axel Car Hire Example

• Value
• Value Co-Creation
• Utility
• Warranty
• Cost
• Outcome
• Output
• Risk

Module 09: Critically of Value

• Utility
• Warranty

Module 10: The Dimensions of Service Management

• Overview of the Four Dimensions
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes
• Organization & People
  • Culture

Module 11: Key Features of Information & Technology 

• The Changing Role of Technology
• The Value of Technology
• The Importance of Data

Module 12: Partners & Suppliers

• Making it All Work
• Partners & Suppliers
• Contracts and Agreements

Module 13: Value Streams and Processes 

• The Service Value System
• The Service Value Chain
• Value Streams
• Processes

Module 14: Introduction to ITIL’s Service Value System (SVS)

• The Objectives
• The Purpose
• Overview

Module 15: Service Value System Components

• Governance
• Practices
• Service Value Chain
• The Impact of a Poor SVS

Module 16: Overview of ITIL’s Service Value Chain (SVS)

• Value Chain Activities
• What’s included, What’s not
• Triggers
• Service value Streams
• Key Exam Tip

Module 17: Service Value Chain – Plan

• The Purpose
• What’s Included

Module 18: Service Value Chain – Improve

• The Purpose
• What’s Included

Module 19: Service Value Chain – Engage

• The Purpose
• What’s Included

Module 20: Service Value Chain – Design & Transition

Module 21: Service Value Chain – Obtain/Build & Deliver & Support

• The Purpose
• What’s Included

Module 22: ITIL’s 7 Guiding Principles

• What They Do
• How They Help
• What They Are
• Exam Tip
• Focus on Value

Module 23: Start Where You Are

• Definition
• How it Works

Module 24: Progress Iteratively with Feedback

• Definition
• Application
• Collaborate & Promote Visibility
  • Definition
  • Application
  • Agile, Lean & DevOps

Module 25: Think and Work Holistically

• Definition
• Implications
• Keep it Simple and Practical
  • Why Simple is Important
  • Practical Solutions

Module 26: Optimize & Automate

• Technology VS. Human Oversight
• Benefits of Automation

Module 27: Introduction to Key ITIL Practices

• Introduce the Concept of a “Practice”
• Introduce the Three Groups of ITIL Practices
  • General Management
  • Service Management
  • Technical Management

Module 28: General Management Practices

• Purpose Statements
• Information Security Management
• Relationship Management
• Supplier Management

Module 29: Continual Improvement

• The Purpose
• The Scope
• Key Activities
• Methods and Models
• Approaches – Lean, Agile, DevOps

Module 30: The Continual Improvement Model

• What Does it Say?
• How it Works

Module 31: Continual Improvement & Guiding Principles

• The Details
• Collaborate & Promote Visibility

Module 32: Service Management Practices (SMP)

• Discuss the Purpose of:
  • IT Asset Management
  • Monitoring and Event Management
  • Release Management
  • Service Configuration Management

Module 33: Service Management Practices – Change Control

• The Definition
• The Importance of Change Enablement
• Emergency Change

Module 34: Service Management Practices – Incident Management

• The Definition
• The Purpose
• The Process

Module 35: Service Management Practices – Problem Management

• The Purpose
• The Definition
• Phases

Module 36: Service Management Practices – Service Requests Management

• The Definition
• The Purpose
• Types of Requests
• Guidelines

Module 37:  Service Management Practices – The Service Desk

• The Purpose
• The Function
• Practical Application

Module 38: Service Level Management (SLM)

• The Purpose
• The Definition
• Skills and Competencies

Module 39: Information Analysis for Service Level Management

• The Process
• Information Sources

Module 40: Technical Management Practices

• Discuss the Purpose of:
  • Deployment Management
  • Review the Discussed ITIL Practices

Module 41: Conclusion

• Review Exam Content
• Final Thoughts on Taking the Exam