ITIL 4 Foundation: Course Mind Map ITIL certifications About ITIL4 About this course About this exam The evolution of ITSM ITIL qualification scheme Exam hints The ITIL 4 audience ITIL overview My ITIL Parties involved ITIL Foundation manual Purpose Current state Case study: Axle Car Rental Meet Axle’s staff ITIL supplementary content ITIL background The CIO’s vision Service offerings Organizations Components of a service offering Service provision Service providers Service relationships Stakeholders Service consumers Service consumption Consumer roles The service relationship model Other stakeholders Outputs vs. outcomes Products Factors that influence value Services Achieving service value Costs Creating service value Service management Risks Value Utility & warranty Value co-creation Dimension 1: organizations & people Dimension 2: information & technology Four dimensions About the SVC Dimension 3: partners & suppliers Dimension 4: value streams & processes Plan External factors Improve Engage Design & transition Purpose Service value chain (SVC) Opportunity/demand Value Obtain/build Service value system (SVS) Deliver & support Service value streams Guiding principles Governance Practices Continual improvement Service value chain (SVC) Overview Overview Managing stakeholder groups About the principles Principle interaction Collaborate & promote visibility Increasing urgency through visibility Overview Identifying the service consumer Applying the principle Overview Applying the principle Focus on value Think & work holistically Customer experience (CX) Applying the principle Overview Judging what to keep Consumer perspectives Overview Keep it simple & practical Assess where are you Start where you are Applying the principle The role of measurement Overview The road to optimization Using automation Applying the principle Optimize & automate Overview Progress iteratively with feedback Applying the principle The role of feedback Applying the principle Change control Incident management IT asset management Part 1 — Service management practices Monitoring & event management Practice definition Overview Problem management Practice origins The ITIL management practices Release management Continual improvement Service configuration management Service desk Part 2 — Service management practices General management practices Service level management (SLM) Relationship management Supplier management Service request management Deployment management Information security management (ISM) Technical management practices © 2019 GoodCert. The AXELOS swirl logo® and ITIL® are registered trademarks of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved. Courses eBook Glossary Practice Exams Exam Voucher Get instant access to these products and more: https://goodcert.com/collections/itil-4-foundation © 2019 GoodCert. The AXELOS swirl logo® and ITIL® are registered trademarks of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.
