
ITIL® 4 Foundation Courseware - English
Description
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Content
- Intro
- Title
- Colophon
- Publisher about the Courseware
- Other publications by Van Haren Publishing
- Table of Content
- Reflection
- Agenda
- Introduction
- Key Concepts of Service Management
- Products and services
- Value and value co-creation
- Organizations, providers, consumers, and other stakeholders
- Service relationships
- Value: outcomes, costs, and risks
- Summary & Practice Questions
- The four dimensions of service management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- External factors
- Summary & Practice Questions
- The ITIL service value system
- Service value system overview
- The ITIL guiding principles
- Summary & Practice Questions
- ITIL guiding principles
- Focus on Value
- Start where you are
- Progress iteratively
- Collaborate
- Optimize and automate
- Summary & Practice Questions
- ITIL management practices
- Service management practices
- Summary & Practice Questions
- General and Technical management practices
- Summary & Practice Questions
- Exercises
- 1. Service management key concepts
- 2. ITIL key concepts
- 3. ITIL practices
- 4. Case Value Streams
- Sample paper 1
- Sample paper 1 Answers and Rationale
- Sample paper 2
- Sample paper 1 Answers and Rationale
- Syllabus
- Glossary
- Literature mapping with ITIL 4 Foundation Pocketguide
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