ITIL 4 Foundation: Course Mind Map



ITIL certifications

About this course About ITIL4

About this exam ITIL qualification scheme The evolution of ITSM

Exam hints The ITIL 4 audience

ITIL overview
My ITIL Parties involved

Purpose ITIL Foundation manual

Current state ITIL supplementary content

Case study: Axle Car Rental
Meet Axle’s staff ITIL background
The CIO’s vision

Service offerings Organizations

Components of a service offering Service providers

Service provision Service relationships Stakeholders Service consumers

Service consumption Consumer roles

The service relationship model Other stakeholders

Outputs vs. outcomes Products

Factors that influence value Services

Costs Achieving service value Creating service value Service management

Risks Value

Utility & warranty Value co-creation

Dimension 1: organizations & people

Dimension 2: information & technology

Four dimensions Dimension 3: partners & suppliers

About the SVC
Dimension 4: value streams & processes
Plan
External factors
Improve
Purpose
Engage
Service value chain (SVC) Opportunity/demand
Design & transition
Value
Obtain/build
Guiding principles
Deliver & support Service value system (SVS)
Governance
Service value streams
Practices

Continual improvement

Service value chain (SVC)

About the principles

Overview
Managing stakeholder groups
Collaborate & promote visibility
Increasing urgency through visibility
Applying the principle
Overview
Applying the principle
Overview
Judging what to keep
Applying the principle
Overview
The road to optimization
Using automation
Applying the principle
Overview
Principle interaction
Overview
Identifying the service consumer
Focus on value Consumer perspectives
Think & work holistically Customer experience (CX)
Applying the principle
Overview
Keep it simple & practical
Assess where are you
Start where you are
The role of measurement
Applying the principle
Optimize & automate Overview
Progress iteratively with feedback The role of feedback
Applying the principle

Change control

Incident management

IT asset management Part 1 — Service management practices Practice definition

Monitoring & event management Overview Practice origins

Problem management The ITIL management practices

Release management Continual improvement

Service configuration management Information security management (ISM)

General management practices
Service desk Part 2 — Service management practices Relationship management

Service level management (SLM) Supplier management

Service request management

Deployment management Technical management practices

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AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.
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© 2019 GoodCert. The AXELOS swirl logo® and ITIL® are registered trademarks of
AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.