Coursera
Free Online Course (Audit)
English
Paid Certificate Available
5 weeks long, 18 hours worth of material
selfpaced
Overview
Class Central Tips
ITIL® 4 Foundation Test Preparation is designed to introduce learners to the key concepts, terminology, and best practices for creating, and improving the quality of IT services across the IT organization. This class is focused on exam preparation. Through a series of self-paced learning, practice quizzes and exams, students become acquainted with ITIL terminology, and how it applies to the Service Value Lifecycle.
This course requires 5 weeks at about 2-4 hours/week to complete.
This course requires 5 weeks at about 2-4 hours/week to complete.
- Introduction to ITIL 4
- In this module, we will define ITIL 4 components, identify exam requirements and describe benefits of ITIL 4.
- Key Concepts of Service Management
- In this module, we will introduce service manage terms, discuss the key concepts of creating value with services, and the key concepts of service relationships.
- The Four Dimensions of Service Management
- This module introduces the Four Dimensions of Service Management, including organizations and people, information and technology, partners and suppliers, and value streams and processes.
- The ITIL 4 Service Value System
- In this module, we will summarize and review the components within the Service Value System.
- The Service Value Chain
- This module discusses the six key activities of the Service Value Chain: Plan, Improve, Engage, Design &Transition, Obtain/Build, and Deliver & Support.
- ITIL 4 Guiding Principles
- This module summaries the seven guiding principles that represent an ethical approach used within organizations when adopting a service-management framework and adapting ITIL guidance to their needs.
- ITIL 4 Practices
- This module discusses the ITIL practices that are used to meet business and technical objectives. These practices include General Management Practices, Service Management Practices, and Technical Management practices.
- Course Review
- This module provides a summary of the course and tips for taking the ITIL 4 exam.
- Exam Overview
- This module includes a review of sample exam questions and provides two sample exams.
Syllabus
- Introduction to ITIL 4
- In this module, we will define ITIL 4 components, identify exam requirements and describe benefits of ITIL 4.
- Key Concepts of Service Management
- In this module, we will introduce service manage terms, discuss the key concepts of creating value with services, and the key concepts of service relationships.
- The Four Dimensions of Service Management
- This module introduces the Four Dimensions of Service Management, including organizations and people, information and technology, partners and suppliers, and value streams and processes.
- The ITIL 4 Service Value System
- In this module, we will summarize and review the components within the Service Value System.
- The Service Value Chain
- This module discusses the six key activities of the Service Value Chain: Plan, Improve, Engage, Design &Transition, Obtain/Build, and Deliver & Support.
- ITIL 4 Guiding Principles
- This module summaries the seven guiding principles that represent an ethical approach used within organizations when adopting a service-management framework and adapting ITIL guidance to their needs.
- ITIL 4 Practices
- This module discusses the ITIL practices that are used to meet business and technical objectives. These practices include General Management Practices, Service Management Practices, and Technical Management practices.
- Course Review
- This module provides a summary of the course and tips for taking the ITIL 4 exam.
- Exam Overview
- This module includes a review of sample exam questions and provides two sample exams.
Taught by
Allyson Pippin, Kelley Conrad and Sabrina Moore
