ITIL® 4 Foundation (English version)

ITIL® Introduction and History:

• ITIL® History
• ITIL® Library
• The ITIL® Service Value System (SVS)
• Four dimensions of service management
• Success factors of ITIL®
• Typical errors in the implementation of ITIL®

ITIL® 4 Certification Scheme:

• ITIL® 4 Certification Scheme
• Audit information
• Learning success

Key concepts of service management:

• Service and Service Management
• Benefit and guarantee
• Customer, user and sponsor value, risks and costs
• Organization
• Result vs. output
• Service offer service relationship management
• Performance of services
• Service consumption

ITIL® Guidelines:

• Focus on the Value
• Start where you are
• Continue with the feedback iteratively
• Promoting cooperation and visibility
• Think and work holistically
• Keep it simple and practical
• Optimize and automate

The four dimensions of service management:

• Organisations and people
• information and technology
• Partners and suppliers
• Value flows and processes

The ITIL® Service Value System:

• Opportunity / Demand (Input)
• Value (Output)
• Guiding principles
  guided tour
• Service Value Chain
• Practices
• Constant improvement

The service value chain:

• Planning (Plan)
  Improve (Improve)
• Commit (Engage)
• Design and Transition
  Deploy / Develop (Obtain / Build)
  Delivery and Support

ITIL® management practices:

• General Management Practices
• Service management practices
• Technical management practices
• Follow-up / preparation for the exam
• Training method
• Presentation, lecture, discussion, exercises.