Module 1: Introduction to ITIL 4
What is ITIL?; Evolution from ITIL v3 to ITIL 4; Key concepts of service management; Value creation and outcomes
Module 2: Key Concepts of Service Management
Services, products, and value; Customers, users, and stakeholders; Organizations and service providers; Value streams and processes
Module 3: The Four Dimensions of Service Management
Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
Module 4: The ITIL Service Value System (SVS)
Components of the SVS; Guiding principles; Governance; Service value chain
Module 5: ITIL Guiding Principles
Focus on value; Start where you are; Progress iteratively with feedback; Collaborate and promote visibility; Think and work holistically; Keep it simple and practical; Optimize and automate
Module 6: The Service Value Chain
Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support; Integration of activities; Value creation
Module 7: ITIL Practices Overview
General management practices, Service management practices, Technical management practices; Key practices in ITIL 4 Foundation
Module 8: Selected ITIL Practices
Incident management, Problem management, Change control, Service request management, Service desk, Continual improvement
Module 9: Continual Improvement Model
7-step improvement process; Measuring success; Feedback loops
Module 10: Exam Preparation & Mock Tests
Review of all ITIL 4 Foundation domains; Sample questions and exercises; Time management strategies; Tips for passing the exam