ITIL 4 Foundation syllabus

1. Key Concepts of Service Management

• Value and Value Co-Creation:
  • Definition of value
  • How value is co-created through active collaboration between providers and consumers
• Organizations, Service Providers, Service Consumers, and Other Stakeholders:
  • Definitions and examples of service providers and consumers
  • Roles of different stakeholders in service management
• Products and Services:
  • Difference between products and services
  • How services contribute to value creation
• Service Offerings:
  • Composition of service offerings: goods, access to resources, and service actions
• Service Relationships:
  • Different types of service relationships, including service provision, service consumption, and service relationship management
• Outcome, Cost, and Risk:
  • Definitions and differences between outcomes, costs, and risks
  • How these factors influence service management

2. The Four Dimensions of Service Management

• Organizations and People:
  • The importance of culture, roles, responsibilities, and competencies
  • The impact of organizational structure and development on service management
• Information and Technology:
  • Role of information and technology in service management
  • How different technologies support service management
• Partners and Suppliers:
  • The role and impact of partners and suppliers in service management
  • Types of supplier relationships and contracts
• Value Streams and Processes:
  • Definition and importance of value streams
  • Key processes that support service management and how they integrate

3. The ITIL Service Value System (SVS)

• The SVS Overview:
  • Components and objectives of the Service Value System
  • How the SVS integrates different elements to enable value creation
• Guiding Principles:
  • Core principles that guide organizations in adopting and adapting ITIL
  • Focus on Value: Aligning all activities with the customer’s value definition
  • Start Where You Are: Assessing the current state objectively
  • Progress Iteratively with Feedback: Working in a step-by-step approach with feedback loops
  • Collaborate and Promote Visibility: Engaging stakeholders and ensuring transparency
  • Think and Work Holistically: Understanding and working on the service as a whole
  • Keep It Simple and Practical: Simplifying work processes and procedures
  • Optimize and Automate: Improving efficiency and effectiveness through automation

4. The ITIL Service Value Chain

• Service Value Chain Activities:
  • Plan: Ensuring a shared understanding of the vision, current status, and improvement direction
  • Improve: Making ongoing improvements
  • Engage: Interacting with stakeholders to understand their needs and expectations
  • Design and Transition: Ensuring products and services meet stakeholder expectations
  • Obtain/Build: Ensuring service components are available as needed
  • Deliver and Support: Ensuring services are delivered and supported as agreed

5. ITIL Management Practices

• General Management Practices:
  • Continual Improvement: Ongoing efforts to improve services and practices
  • Information Security Management: Protecting the information needed by the organization
  • Relationship Management: Establishing and nurturing links between the organization and its stakeholders
  • Supplier Management: Managing suppliers and their performance
  • Availability Management: Ensuring services are available as needed
  • Capacity and Performance Management: Ensuring services are capable of meeting agreed-upon performance needs
  • Change Control: Managing changes to minimize disruption
  • Incident Management: Managing incidents to restore normal service as quickly as possible
  • Problem Management: Managing problems to reduce their impact and likelihood
  • Service Desk: The point of contact between the service provider and users
  • Service Level Management: Managing service level agreements to ensure services meet the agreed-upon standards
  • Service Request Management: Handling service requests from users
• Technical Management Practices:
  • Deployment Management: Managing the deployment of new or changed services
  • Infrastructure and Platform Management: Overseeing the technology infrastructure and platforms
  • Software Development and Management: Managing the development and lifecycle of software applications

Advance Topics

• 1. ITIL 4 Managing Professional (MP):
  • ITIL 4 Specialist: Create, Deliver, and Support: Focuses on the integration of different value streams and activities to create, deliver, and support IT-enabled products and services.
  • ITIL 4 Specialist: Drive Stakeholder Value: Emphasizes engagement and interactions between service providers and stakeholders across the service value system.
  • ITIL 4 Specialist: High Velocity IT: Explores the integration of digital transformation and rapid delivery of services to meet evolving business demands.
  • ITIL 4 Strategist: Direct, Plan, and Improve: Covers the practical skills necessary to create a 'learning and improving' IT organization with a strong and effective strategic direction.
• 2. ITIL 4 Strategic Leader (SL):
  • ITIL 4 Strategist: Direct, Plan, and Improve: Provides practical skills to create a 'learning and improving' IT organization with a strong and effective strategic direction.
• 3. ITIL 4 Master:
  • Advanced ITIL 4 Concepts:
    • Digital and IT Strategy: Aligning IT strategy with business objectives and digital transformation.
    • IT Governance: Establishing frameworks and policies to ensure IT investments support business goals and manage risk.
    • Service Automation: Implementing automation to improve service delivery efficiency and effectiveness.
    • DevOps Integration: Aligning ITIL practices with DevOps principles for faster and more reliable service delivery.