ITIL® 4 Foundation Bridge Training

ITIL® 4 Foundation Bridge Training

Module 1: Introduction

• IT Service Management in the Modern World
• About ITIL® 4
• Structure of ITIL® 4
   

Module 2: Key Concepts of Service Management

• Organisations
• Service Providers
• Service Consumers
• IT Service Management
• Value and Value Co-Creation
• Value: Customer, Outcomes, Costs, and Risks
• Service Offerings
• Service Relationships
• Service Relationships Model
   

Module 3: Four Dimensions of Service Management

• Four Dimensions Model
• Organisation and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
   

Module 4: ITIL® Service Value System (SVS)

• Service Value System (SVS)
   

Module 5: Seven Guiding Principles

• Guiding Principles
  • Focus on the value
  • Start Where You Are
  • Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • Think and Work Holistically
  • Keep It Simple and Practical
  • Optimise and Automate
• Interaction Between Principles
   

Module 6: Service Value Chain

• Value Chain Activities
• Plan
• Improve
• Engage
• Design and Transition
• Obtain or Build
• Deliver and Support
   

Module 7: Management Practices

• General Management Practices
• Service Management Practices
• Technical Management Practices
   

Module 8: General Management Practices

• Continual Improvement
• Information Security Management
• Relationship Management
• Supplier Management
   

Module 9: Service Management Practices

• Change Control
• Incident Management
• Define IT Asset Management
• Monitoring and Event Management
• Problem Management
• Release Management
• Service Configuration Management
• Service Desk
• Service Level Management
• Service Request Management
   

Module 10: Technical Management Practices

• Deployment Management