Inhoud ICT-cursus ITIL Foundation v4 met examen

Inhoud van de ICT-cursus ITIL Foundation v4 met examen | De Kantooropleider

Tijdens de ICT-cursus ITIL Foundation v4 met examen worden de volgende onderdelen behandeld:

De basisbegrippen en principes van ITIL

  • Service en Value
  • Service Relationships

De 4 dimensies van ITIL:

  • Organisatie en mensen
  • Informatie en technologie
  • Value stream en processen
  • Partners en suppliers

De 7 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

Service Value System

  • Service value chain elementen; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support

Service Value Chain

  • Inputs, Outputs en de rol in het ondersteunen van de Value Streams
  • ITIL practices die de service value chain ondersteunen: Continual Improvement (inclusief het continual improvement model); Change control; Incident management; Problem Management; Service request management;  Servicedesk; Service level management

Het doel van de volgende ITIL practices:

  • Information security management
  • Relationship management
  • Supplier management
  • Service configuration management
  • IT asset management
  • Business analysis
  • Deployment management
  • Monitoring and event management
  • Release management
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