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
Volg ons: