ITIL Foundation

• Overview of ITIL4 Foundation Course
• History and evolution of ITIL
• Key concepts of service management

• Understand the seven guiding principles of ITIL4
• 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

• Understand the ITIL Service Value System (SVS)
• Purpose and components of the SVS
• Understand the relationship between the SVS and the ITIL practices
• Service Value Chain activities:
• Plan
• Improve
• Engage
• Design & transition
• Obtain/build
• Deliver & support

• Overview of ITIL practices
• Purpose of ITIL practices
• Components of ITIL practices
• ITIL practices covered in this course:
• Information security management
• Relationship management
• Supplier management
• IT asset management
• Monitoring and event management
• Release management
• Service configuration management
• Deployment management
• Continual improvement
• Change control
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management

• Understand the Continual Improvement practice
• Purpose of Continual Improvement
• Continual Improvement model
• Continual Improvement process

• Understand the Change Control practice
• Purpose of Change Control
• Types of Changes
• Change Advisory Board (CAB)
• Change Models
• Change Control process

• Understand the Incident Management practice
• Purpose of Incident Management
• Incident Management process
• Incident prioritization
• Incident categorization
• Escalation and communication

• Understand the Problem Management practice
• Purpose of Problem Management
• Problem Management process
• Problem prioritization
• Root Cause Analysis (RCA)
• Workarounds and Known Error Database (KEDB)

• Understand the Service Request Management practice
• Purpose of Service Request Management
• Service Request Management process
• Request Models
• Service Request Catalogue (SRC)
• Service Level Agreement (SLA)

• Understand the Service Desk practice
• Purpose of Service Desk
• Types of Service Desks
• Service Desk Metrics
• Service Desk tools and technologies

• Understand the Service Level Management practice
• Purpose of Service Level Management
• Service Level Management process
• Service Level Agreement (SLA)
• Service Level Requirements (SLR)
• Operational Level Agreement (OLA)

• Tips for passing the ITIL4 Foundation exam
• Practice exam questions and answers
• ITIL4 Foundation exam format and structure
• Exam day strategies and best practices

Recap of key concepts and principles, Review of ITIL4 practices, Importance of ITIL4 in modern-day IT service management.