ITIL Foundation for Service Management
ITIL 4 Foundation
ITIL 4 Foundation: General Management Practices
ITIL 4 Foundation: Introduction
ITIL 4 Foundation: Key Concepts
ITIL 4 Foundation: Key Concepts of Service Management
ITIL 4 Foundation: Service Management Practices (Part 1)
ITIL 4 Foundation: Service Management Practices (Part 2)
ITIL 4 Foundation: The Guiding Principles
ITIL 4 Foundation: The Service Value Chain
ITIL 4 Foundation: The Service Value System
Mentoring ITIL Foundation
TestPrep ITIL 4 Foundation

ITIL 4 Foundation: General Management Practices

Course Number:
it_acs04_07_enus
Lesson Objectives

ITIL 4 Foundation: General Management Practices

  • identify the subject areas covered in this course
  • define management practices
  • define the key ITIL general management practices
  • describe the continual improvement practice
  • describe the information security management practice
  • describe the relationship management practice
  • describe the supplier management practice
  • define general management practices and terminology
  • Knowledge Check: Defining ITIL 4 Management Practices

Overview/Description

Discover the purpose of ITIL practices, recall key terminology, and explore several key practices in detail.



Target

Prerequisites: none

ITIL 4 Foundation: Introduction

Course Number:
it_acs04_01_enus
Lesson Objectives

ITIL 4 Foundation: Introduction

  • identify the subject areas covered in this course
  • define ITIL and key changes to version 4
  • recognize the changes to the certification scheme
  • describe the distinctives of the ITIL Foundation exam
  • define the main topics of the ITIL 4 Foundations path
  • identify practical applications of ITIL 4
  • describe the new ITIL 4 path
  • Knowledge Check: Introducing ITIL 4

Overview/Description

Explore the new aspects of version 4 of ITIL, the modified future path to ITIL Master, and characteristics of the ITIL Foundation exam.



Target

Prerequisites: none

ITIL 4 Foundation: Key Concepts

Course Number:
it_acs04_03_enus
Lesson Objectives

ITIL 4 Foundation: Key Concepts

  • identify the subject areas covered in this course
  • describe organizations and people
  • describe information and technology
  • describe partners and suppliers
  • describe value streams and processes
  • recognize external factors that influence dimensions
  • describe the four ITSM dimensions
  • Knowledge Check: Identifying Dimensions of Service Management

Overview/Description

Discover the four dimensions of IT service management (ITSM) and the external factors that influence the dimensions.



Target

Prerequisites: none

ITIL 4 Foundation: Key Concepts of Service Management

Course Number:
it_acs04_02_enus
Lesson Objectives

ITIL 4 Foundation: Key Concepts of Service Management

  • identify the subject areas covered in this course
  • define value
  • compare service consumer roles
  • describe other stakeholders in value
  • compare services and products
  • specify the key concepts of service relationships
  • define the service relationship model
  • describe the key concepts of creating value with services
  • compare utility and warranty
  • describe service management concepts
  • Knowledge Check: Defining ITIL 4 Service Management Concepts

Overview/Description

Discover the relationship between value and stakeholders, and examine various roles, key concepts, relationships, and the definitions of utility and warranty.



Target

Prerequisites: none

ITIL 4 Foundation: Service Management Practices (Part 1)

Course Number:
it_acs04_08_enus
Lesson Objectives

ITIL 4 Foundation: Service Management Practices (Part 1)

  • identify the subject areas covered in this course
  • define availability management
  • define capacity and performance management
  • define change control
  • define incident management
  • define asset management
  • define monitoring and event management
  • define problem management
  • describe the service management practices related to availability, capacity and performance, change control, incident management, IT assets, monitoring and event management, and problem management
  • Knowledge Check: Defining ITIL 4 Service Management Practices

Overview/Description

Examine the purpose of seven of the fifteen ITIL Foundation service management practices relating to availability, capacity and performance, change control, incident, IT asset, monitoring, event, and problem management.



Target

Prerequisites: none

ITIL 4 Foundation: Service Management Practices (Part 2)

Course Number:
it_acs04_09_enus
Lesson Objectives

ITIL 4 Foundation: Service Management Practices (Part 2)

  • identify the subject areas covered in this course
  • define release management
  • define service configuration management
  • define service continuity management
  • define service desk
  • define service level management
  • define service request management
  • define deployment management
  • describe the continual improvement model
  • describe service management practices and associated concepts related to release, service configuration, service continuity, service desk, service level, service requests, deployment, and continual improvement
  • Knowledge Check: Identifying ITIL 4 Service Management Practices

Overview/Description

Explore the purpose of eight of the fifteen service management practices relating to release, service configuration, service continuity, service desk, service level, service request, deployment, and continual improvement.



Target

Prerequisites: none

ITIL 4 Foundation: The Guiding Principles

Course Number:
it_acs04_06_enus
Lesson Objectives

ITIL 4 Foundation: The Guiding Principles

  • identify the subject areas covered in this course
  • describe the seven ITIL guiding principles
  • identify the meaning of focus on value
  • describe what it means to "start where you are"
  • define the principle of progressing iteratively with feedback
  • define the principle of collaborating and promoting visibility
  • define thinking and working holistically
  • describe how to keep it simple and practical
  • define what it means to optimize and automate
  • identify ITIL's seven guiding principles
  • Knowledge Check: Defining ITIL 4 Guiding Principles

Overview/Description

Discover the seven guiding principles that embody the core messages of ITIL and of service management in general.



Target

Prerequisites: none

ITIL 4 Foundation: The Service Value Chain

Course Number:
it_acs04_05_enus
Lesson Objectives

ITIL 4 Foundation: The Service Value Chain

  • identify the subject areas covered in this course
  • recognize the service value chain and its activities
  • describe the "Plan" service value chain activity
  • describe the "Improve" service value chain activity
  • describe the "Engage" service value chain activity
  • describe the "Design & transition" service value chain activities
  • describe the "Obtain/build" service value chain activity
  • describe the "Deliver & support" service value chain activity
  • recognize value streams and the service value chain
  • describe the service value chain
  • Knowledge Check: Defining Service Value Chain Activities

Overview/Description

Discover the central element of the Service Value System - the Service Value Chain. Explore this operating model that outlines the key activities required to realize value.



Target

Prerequisites: none

ITIL 4 Foundation: The Service Value System

Course Number:
it_acs04_04_enus
Lesson Objectives

ITIL 4 Foundation: The Service Value System

  • identify the subject areas covered in this course
  • describe the service value system (SVS)
  • recognize the inputs of the service value system (SVS)
  • recognize the outcome of the service value system (SVS)
  • define the components of the service value system (SVS)
  • recognize the challenge of silos
  • describe the service value system
  • Knowledge Check: Identifying Aspects of the Service Value System

Overview/Description

Explore the definition, inputs, outcome, and components of the ITIL 4 Service Value System.



Target

Prerequisites: none

Mentoring ITIL Foundation

Lesson Objectives

Mentoring ITIL Foundation

  • Understand the key concepts of service management
  • Understand how the ITIL guiding principles can help an organization adopt and adapt service management
  • Understand the four dimensions of service management
  • Understand the purpose and components of the ITIL service value system
  • Understand the activities of the service value chain, and how they interconnect
  • Know the purpose and key terms of 15 ITIL practices
  • Understand 7 ITIL practices

Overview/Description
Skillsoft Mentors are available to help students with their studies for the ITIL Foundation exam. You can reach them by entering a Mentored Chat Room or by using the Email My Mentor service.

Target Audience
Individuals who are studying the associated Skillsoft content in preparation for, or to become familiar with, the skills and competencies being measured by the actual certification exam.

TestPrep ITIL 4 Foundation

Course Number:
itil_fnd_a01_tp_enus
Objectives:

Overview/Description
To test your knowledge on the skills and competencies being measured by the vendor certification exam. TestPrep can be taken in either Study or Certification mode. Study mode is designed to maximize learning by not only testing your knowledge of the material, but also by providing additional information on the topics presented. Certification mode is designed to test your knowledge of the material within a structured testing environment, providing valuable feedback at the end of the test.

Target Audience
Individuals seeking practice in a structured testing environment, covering the skills and competencies being measured by the vendor certification exam.

Prerequisites: none

The ITIL® courses on this page are offered by Skillsoft

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