Unit 1 - Introduction To ITIL 4
Best Practice
ITIL History
ITIL Framework
ITIL Service Value System
The Four Dimensions Model
Benefits of ITIL
Unit 2 – ITIL Key Concepts
In addition to the below, also include User, Customer, Service Level Management, Service Provision, Service Consumption
Service
Service Management
Value
Outputs Vs Outcomes
Costs
Risks
Utility and Warranty
Stakeholders
Value Co-creation
Products and Services
Service Offerings
Service Relationship
Unit 3 – ITIL Guiding Principles
The ITIL Guiding Principles
Nature, Use and Interaction of the 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
Unit 4 – The Four Dimensions Of Service Management
The Four Dimensions of Service Management
Organization and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors
Unit 5 – Describe the interconnected nature of the service value chain and how this supports value streams
The ITIL Service Value System Service Value System Overview
Service Value Chain
Plan
Improve
Engage
Design and Transition
Obtain/Build
Deliver and Support
Unit 6 – In addition to the below also Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
Overview of ITIL Practices:
ITIL Management Practices
Information Security Management
Relationship Management
a) Continual improvement including: Supplier Management
- The continual improvement model IT Asset Management
b) Change control Monitoring and Event Management
c) Incident management Release Management
d) Problem management Service Configuration Management
e) Service request management Deployment Management
f) Service desk Change Enablement
g) Service level management Incident Management
Problem Management
Service Request Management
Service Desk
Service Level Management
Continual Improvement
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