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ITIL 4 Foundation Certificate in IT Service Management (ITIL 4 Foundation) Syllabus

Understand the key concepts of service management

Core terms such as value, outcomes, costs, risks, utility, warranty and service relationships.

13%
Weight
5
Questions
13
Marks

Value and Co-creation

  • Service management definition
  • Value and value co-creation
  • Organizations, service providers, consumers and stakeholders
  • Products and service offerings

Service Relationships

  • Outcomes, costs and risks
  • Utility and warranty
  • Service relationship management
  • Service provision and consumption

Understand how the ITIL guiding principles can help an organization adopt and adapt service management

The seven guiding principles and how they interact.

15%
Weight
6
Questions
15
Marks

The Seven Principles

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility

Applying the Principles

  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate
  • Interaction between principles

Understand the four dimensions of service management

The four dimensions that ensure a holistic approach to services.

5%
Weight
2
Questions
5
Marks

The Four Dimensions

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

External Factors

  • PESTLE factors
  • Holistic service design
  • Balancing the dimensions
  • Impact on value

Understand the purpose and components of the ITIL service value system

How the components of the SVS work together to create value.

3%
Weight
1
Questions
3
Marks

SVS Components

  • Opportunity, demand and value
  • Guiding principles and governance
  • Service value chain
  • Practices and continual improvement

SVS Purpose

  • Avoiding organizational silos
  • Flexibility of the SVS
  • Integration of components
  • Value creation flow

Understand the activities of the service value chain, and how they interconnect

The six value chain activities and how value streams use them.

5%
Weight
2
Questions
5
Marks

Value Chain Activities

  • Plan
  • Improve
  • Engage
  • Design and transition

Delivery and Value Streams

  • Obtain/build
  • Deliver and support
  • Inputs and outputs of activities
  • Value streams across the chain

Know the purpose and key terms of 15 ITIL practices

Purpose statements and key terms of 15 general, service and technical management practices.

17%
Weight
7
Questions
17
Marks

General Management Practices

  • Information security management
  • Relationship management
  • Supplier management
  • Continual improvement purpose

Service Management Practices

  • IT asset management
  • Monitoring and event management
  • Release management
  • Service configuration management
  • Change enablement purpose

Technical and Other Key Terms

  • Deployment management
  • Incident, problem and service request purposes
  • Key terms: event, IT asset, configuration item
  • Key terms: change, incident, problem, known error

Understand 7 ITIL practices

Detailed understanding of seven practices including how they contribute to the value chain.

42%
Weight
17
Questions
42
Marks

Improvement and Change

  • Continual improvement model
  • Continual improvement register
  • Change enablement: standard, normal and emergency changes
  • Change authority and change schedule

Incident and Problem

  • Incident management prioritization and swarming
  • Problem identification, control and error control
  • Workarounds and known errors
  • Relationship between incident and problem

Requests, Desk and Levels

  • Service request management
  • Service desk channels and empathy
  • Service level management and SLAs
  • Experience-based metrics and watermelon SLAs

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Understand the key concepts of service management 85%
Understand how the ITIL guiding principles can help an organization adopt and adapt service management 92%

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