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The below topics are based on the ITIL® 4 Foundation course and ITIL® 4 – Create,
Deliver, Support to support the Transition area of the Team:
1. Course Introduction
2. Key concepts of service management
3. Guiding principles
4. Four dimensions of service management
5. ITIL service value system
6. Service value chain – concept introduction
7. Practice Introduction
8. Exercise: Real-life value stream - 50 min
9. Value stream Development of a new service
10. Practice a Deeper overview CSI – concept overview
11. Exercise: Culture of continual improvement - CSI Model - business
case – 50 min
12. Practice a Deeper overview
Service Design
Service Validation and Testing
Release Management
Change Enablement
Deployment Management – concept overview
Service Level Management – concept overview
Knowledge Management – concept overview
Relation to Incident and Problem Management
13. Course summary