ITIL 4 Foundation

The ITIL 4 Foundation course is offered by Sakra Academy (M) Sdn. Bhd.

Key Service Management and ITIL 4 Concepts

• Defining Value and its relationship with stakeholders

• Service relationships and co-creation of value

• Understanding Service Offerings and Products

• Balancing Outcomes, Value, Costs and Risks

• The Four Dimensions of Service Management
  Organizations and People
  Information and Technology
  Partners and Suppliers
  Value Streams and Processes

ITIL 4 Service Management Practices

• Introducing the 3 areas of Practice

• Key practices in ITIL4
  Incident Management
  o Problem Management
  Change Control
  Service Request Management
  Service Level Management
  Service Desk
  Continual Improvement

• Overview of other practices in ITIL 4

The ITIL 4 Guiding Principles

• Introduction to the Guiding Principles

• Understand and apply each of the 7 Guiding Principles

The ITIL 4 Service Value System (SVS)

• Understanding the role of the Service Value System

• Elements of the ITIL4 SVS
  o Guiding Principles
  o Governance
  Service Value Chain
  o Practices
  Continual Improvement

• Service Value Chain
  Understanding the Elements of the Service Value Chain
  Practices and their role in the Service Value Chain
  Using the Service Value Chain to identify and map Value Streams