ITIL 4 Foundation

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Eğitim İçeriği

IT Service Management Definitions; Service, Utility, Warranty, Customer, User, Service Management, Sponsor

Key Concepts Of Value Creationeng

Key Concepts Of Service Relationships; Service Offering; Service Provision; Service Consumption; Service Relationship Management

The Nature, Use And İnteraction Of 7 ITIL Guiding Principles; Focus On Value; Start Where You Are; Progress İteratively With Feedback; Collaborate And Promote Visibility; Think And Work Holistically; Keep İt Simple And Practical; Optimize And Automate

The 4 Dimensions Of Service Management; Organizations And People; Information And Technology; Partners And Suppliers; Value Streams And Processes

The ITIL Service Value System

The Service Value Chain, İts İnputs And Outputs, And İts Role İn Supporting Value Streams

Service Value Chain Elements; Plan, Improve, Engage, Design & Transition, Obtain / Build, Deliver & Support

Detail Of How The Following ITIL Practices Support The Service Value Chain

o Continual Improvement (İncluding Continual İmprovement Model)
o Change Control
o Incident Management
o Problem Management
o Service Request Management
o Service Desk
o Service Level Management

The Purpose Of The Following ITIL Practices

Information Security Management

Relationship Management

Supplier Management

Availability Management

Capacity And Performance Management

Service Configuration Management

IT Asset Management

Business Analysis

Service Continuity Management

Deployment Management

Monitoring And Event Management