ITIL 4 Foundation inkl. Prüfungsvorbereitung und Examen

ITIL 4 Foundation ist die Einstiegs-Zertifizierung in den weltweit dominierenden IT-Service-Management-Standard. Sie lernen die zentralen Konzepte: Service Value System (SVS) als Gesamtarchitektur — wie eine Organisation aus Opportunities und Demand Value generiert. Service Value Chain (SVC) als Kern des SVS mit 6 Activities (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support). 4 Dimensionen des Service Management (Organisations & People, Information & Technology, Partners & Suppliers, Value Streams & Processes). 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). Continual Improvement (mit dem 7-Schritt-Modell). 14 General Management Practices (Continual Improvement, Information Security Management, Knowledge Management, Measurement & Reporting, Organizational Change Management, Portfolio Management, Project Management, Relationship Management, Risk Management, Service Financial Management, Strategy Management, Supplier Management, Workforce & Talent Management, Architecture Management). 17 Service Management Practices (Availability, Business Analysis, Capacity & Performance, Change Enablement, Incident, IT Asset, Monitoring & Event, Problem, Release, Service Catalog, Service Configuration, Service Continuity, Service Design, Service Desk, Service Level, Service Request, Service Validation & Testing). 3 Technical Management Practices (Deployment, Infrastructure & Platform, Software Development & Management). Vertieft werden die 7 Practices, die im Exam häufig vorkommen: Incident Management, Problem Management, Change Enablement, Service Request Management, Service Level Management, Service Desk, Continual Improvement. Examen (PeopleCert): 40 Multiple Choice, 60 Minuten, 65% Pass (26/40). Vorbereitung mit Übungsprüfungen, Sample Papers, Quick-Reference-Cards. Foundation ist Voraussetzung für alle ITIL 4 Specialist/Strategist-Module.