Lesson 1: An Introduction and Overview of ITIL®

• Define ITIL
• Describe the possible certification path after Foundation on the way to ITIL4 Master
• Explore the exam path
• Examine question types
• Review the Foundation exam domain weightings
• Discuss IT Service Management in the Modern World

Lesson 2: An Overview of Service Management

• Define Service Management
• Understand the value concept
• Learn about service consumer roles
• Describe stakeholder roles in value
• Define products and services
• Compare service provisioning to service consumption
• Examine service relationships and define costs, risks, utility and warranty

Lesson 3: The 4 Dimensions of Service Management

• The 4 Dimensions of Service Management
• - Organizations and people
• - Information and technology
• - Partners and suppliers
• - Value streams and processes
• External factors: political, economic, social, technological, legal, and environmental factors (PESTLE)

Lesson 4: All About the Service Value System

• Define and explore the Service Value System (SVS)
• Understand the purpose of the Service value system
• The importance of eliminating silos in the organization

Lesson 5: The Service Value Chain (SVC)

• The Service Value Chain (SVC)
• - Plan
• - Improve
• - Engage
• - Design and transition
• - Obtain/build
• - Deliver and support
• Review key inputs and outputs of each component throughout the survey

Lesson 6: The ITIL Guiding Principles

• The 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

Lesson 7: An Overview of ITIL Management Practices

• Define practices and explore the purpose of ITIL Management Practices
• 4 General Management Practices for Foundation exam
• - Continual improvement
• - Information security management
• - Relationship management
• - Supplier management

Lesson 8: Deep Dive into ITIL Management Practices I

• Availability Management
• Capacity and Performance Management
• The Change Control practice
• Incident Management
• IT Asset Management
• Monitoring and Event Management
• Problem Management

Lesson 9: Deep Dive into ITIL Management Practices II

• Release Management
• Service Configuration Management
• Service Continuity Management
• The Service Desk practice
• Service Level Management
• Service Request Management
• Deployment Management
• The Continual Improvement Model