Official ITIL 4® Foundation Online Training

Curriculum

What you will learn

• 16 hours of content
• 17 modules
• Knowledge test per module
• Official PeopleCert aligned

• 00 Module 1 – Introduction

  You will understand the purpose of the official ITIL 4 Foundation training and meet Prof. Adriano.

• 01 Module 2 – ITSM Stakeholders

  You will understand stakeholders and the concepts of practices and organizations.

• 02 Module 3 – Value Creation

  Understand everything about ITIL’s Value Creation theory, Service Value, and the Service Value Chain.

• 03 Module 4 – Service Value System

  The SVS has many elements, seen as perspectives or dimensions. In this module, you will learn what they are and why, if any one of them is missing, efficiency is lost.

• 04 Module 5 – Service Value Chain

  Understand how the service value chain activities can work together to co-create value for users and deliver value.

• 05 Module 6 – Guiding Principles – Part 1

  Understand in detail the three principles that guide all actions within IT to create value for stakeholders.

• 06 Module 7 – Guiding Principles – Part 2

  Understand in detail the other four principles that guide all actions within IT to create value for stakeholders.

• 07 Module 8 – The Four Dimensions of Service Management

  Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes.

• 08 Module 9 – Service Desk

  Also known as the good old Help Desk. In this module, you will understand its huge importance in capturing demand and opportunities.

• 09 Module 10 – Continual Improvement

  Understand the most important process in a company and how the ITSM improvement model can help the entire organization!

• 10 Module 11 – Incident Management

  Understand how the Incident Management process works, which is practiced across all of IT, especially by the Service Desk.

• 11 Module 12 – Problem Management

  Want to eliminate recurring incidents in your company? Then learn how Problem Management works and how to find the root cause of an incident.

• 12 Module 13 – Change Enablement

  Smooth, stress-free changes. Not too bureaucratic and not too loose. Learn the best model for managing changes in IT.

• 13 Module 14 – Service Request Management

  Not an incident? Then it may be a question or routine work. Learn how this process can help customers and users.

• 14 Module 15 – Service Level Management, Relationship Management and Supplier Management

  Not sure how to manage suppliers, business customers, and define metrics? This module explains everything!

• 15 Module 16 – Service Management and Technicians

  Here you will learn a lot about other ITSM processes, such as Configuration, Service Catalog, Information Security, Capacity, Continuity, Demand, Availability, and much more!

• 16 Module – Practice Exams

  440 Questions and Answers