ITIL 4 Foundation

What will you learn? Service management concepts: Learn the fundamental concepts of service management. What defines a service? What are its components? What is its value to stakeholders? Service value system: Discover the framework that will help you create, deliver, and manage services, including the Service Value Chain, guiding principles, and governance. Four dimensions of service management: Explore the four dimensions of effective service management: organisations and people, information and technology, partners and suppliers, and value streams and processes. Guiding principles: Develop a mindset for adopting ITIL practices and adapting them to your specific needs with the seven guiding principles of ITIL 4. Service Value Chain: Understand how the Service Value Chain helps organisations create value by optimising their activities and resources. ITIL practices: Employ ITIL 4 practices to enable working methods aligned to your business strategy, improving the process of service development and supporting users. Continuous improvement: Focus on the central ITIL 4 concept of continuous improvement, and the ways in which organisations can iterate and adapt their processes and services. Service Level Agreements: Study the role of SLAs in defining and managing service quality, and the role of service level management in this context. Key metrics and performance indicators: Grasp the importance of defining and tracking metrics and KPIs to measure the performance and effectiveness of IT services. Exam 40 questions Multiple choice Duration: 60 minutes Closed book Minimum required score to pass: 65%