ITIL 4 Foundation Certificate in IT Service Management 國際認可證書課程

1 Introduction

2 Quoted ITIL® text from publications

3 Bloom's levels (BL)
3.1 BL1
3.2 BL2

4 Understand the key concepts of service management [Syllabus Reference: 1]
4.1 Recall the definition [Syllabus Reference: 1.1]
4.1.1 Service [Syllabus Reference: 1.1a]
4.1.2 Utility [Syllabus Reference: 1.1b + 1.2g]
4.1.3 Warranty [Syllabus Reference: 1.1c + 1.2h]
4.1.4 Customer [Syllabus Reference: 1.1d]
4.1.5 User [Syllabus Reference: 1.1e]
4.1.6 Sponsor [Syllabus Reference: 1.1g]
4.1.7 Service management [Syllabus Reference: 1.1f]
4.2 Describe the key concepts of creating value with services [Syllabus Reference: 1.2]
4.2.1 Value [Syllabus Reference: 1.2b]
4.2.2 Cost [Syllabus Reference: 1.2a]
4.2.3 Organization [Syllabus Reference: 1.2c]
4.2.4 Output [Syllabus Reference: 1.2e]
4.2.5 Outcome [Syllabus Reference: 1.2d]
4.2.6 Risk [Syllabus Reference: 1.2f]
4.3 Describe the key concepts of service relationships [Syllabus Reference: 1.3]
4.3.1 Service provision [Syllabus Reference: 1.3c]
4.3.2 Service consumption [Syllabus Reference: 1.3d]
4.3.3 Service relationship management [Syllabus Reference: 1.3b]
4.3.4 Service offering [Syllabus Reference: 1.3a]

5 Understand the four dimensions of service management [Syllabus Reference: 3]
5.1 Describe the four dimensions of service management [Syllabus Reference: 3.1]
5.1.1 Organizations and people [Syllabus Reference: 3.1a]
5.1.2 Information and technology [Syllabus Reference: 3.1b]
5.1.3 Partners and suppliers [Syllabus Reference: 3.1c]
5.1.4 Value streams and processes [Syllabus Reference: 3.1d]

6 Understand the purpose and components of the ITIL® service value system (SVS) [Syllabus Reference: 4]
6.1 Describe the ITIL® service value system [Syllabus Reference: 4.1]

7 Understand how the ITIL® guiding principles can help an organization adopt and adapt service management [Syllabus Reference: 2]
7.1 Describe the nature, use and interaction of the guiding principles [Syllabus Reference: 2.1]
7.2 Explain the use of the guiding principles [Syllabus Reference: 2.2]
7.2.1 Focus on value [Syllabus Reference: 2.2a]
7.2.1.1 Introduction
7.2.1.2 Applying the principle
7.2.2 Start where you are [Syllabus Reference: 2.2b]
7.2.2.1 Introduction
7.2.2.2 Applying the principle
7.2.3 Progress iteratively with feedback [Syllabus Reference: 2.2c]
7.2.3.1 Introduction
7.2.3.2 Applying the principle
7.2.4 Collaborate and promote visibility [Syllabus Reference: 2.2d]
7.2.4.1 Introduction
7.2.4.2 Applying the principle
7.2.5 Think and work holistically [Syllabus Reference: 2.2e]
7.2.5.1 Introduction
7.2.5.2 Applying the principle
7.2.6 Keep it simple and practical [Syllabus Reference: 2.2f]
7.2.6.1 Introduction
7.2.6.2 Applying theprinciple
7.2.7 Optimize and automate [Syllabus Reference: 2.2g]
7.2.7.1 Introduction
7.2.7.2 Applying the principle

8 Understand the activities of the service value chain, and how they interconnect [Syllabus Reference: 5]
8.1 Describe the interconnected nature of the service value chain and how this supports value streams [Syllabus Reference: 5.1]
8.2 Describe the purpose of each value chain activity [Syllabus Reference: 5.2]
8.2.1 Purpose of Plan [Syllabus Reference: 5.2a]
8.2.2 Purpose of Improve [Syllabus Reference: 5.2b]
8.2.3 Purpose of Engage [Syllabus Reference: 5.2c]
8.2.4 Purpose of Design & transition [Syllabus Reference: 5.2d]
8.2.5 Purpose of Obtain/build [Syllabus Reference: 5.2e]
8.2.6 Purpose of Deliver & support [Syllabus Reference: 5.2f]

9 Know the purpose and key terms of 15 ITIL® practices [Syllabus Reference: 6]
9.1 Recall the purpose of the following ITIL® practices [Syllabus Reference: 6.1]
9.1.1 Information security management [Syllabus Reference: 6.1a]
9.1.2 Relationship management [Syllabus Reference: 6.1b]
9.1.3 Supplier management [Syllabus Reference: 6.1c]
9.1.4 IT asset management [Syllabus Reference: 6.1d]
9.1.5 Monitoring and event management [Syllabus Reference: 6.1e]
9.1.6 Release management [Syllabus Reference: 6.1f]
9.1.7 Service configuration management [Syllabus Reference: 6.1g]
9.1.8 Deployment management [Syllabus Reference: 6.1h]
9.1.9 Continual improvement [Syllabus Reference: 6.1i]
9.1.10 Change enablement [Syllabus Reference: 6.1j]
9.1.11 Incident management [Syllabus Reference: 6.1k]
9.1.12 Problem management [Syllabus Reference: 6.1l]
9.1.13 Service request management [Syllabus Reference: 6.1m]
9.1.14 Service desk [Syllabus Reference: 6.1n]
9.1.15 Service level management [Syllabus Reference: 6.1o]
9.2 Recall definitions of the following ITIL® terms [Syllabus Reference: 6.2]
9.2.1 IT asset [Syllabus Reference: 6.2a]
9.2.2 Event [Syllabus Reference: 6.2b]
9.2.3 Configuration item [Syllabus Reference: 6.2c]
9.2.4 Change [Syllabus Reference: 6.2d]
9.2.5 Incident [Syllabus Reference: 6.2e]
9.2.6 Problem [Syllabus Reference: 6.2f]
9.2.7 Known error [Syllabus Reference: 6.2g]

10 Understand 7 ITIL® practices [Syllabus Reference: 7]
10.1 Explain the following ITIL® practices in detail, including how they fit within the service value chain [Syllabus Reference: 7.1]
10.1.1 Continual improvement including the continual improvement model [Syllabus Reference: 7.1a]
10.1.1.1 Details
10.1.2 Change enablement [Syllabus Reference: 7.1b]
10.1.2.1 Details
10.1.3 Incident management [Syllabus Reference: 7.1c]
10.1.3.1 Details
10.1.4 Problem management [Syllabus Reference: 7.1d]
10.1.4.1 Details
10.1.5 Service request management [Syllabus Reference: 7.1e]
10.1.5.1 Details
10.1.6 Service desk [Syllabus Reference: 7.1f]
10.1.6.1 Details
10.1.7 Service levelmanagement [Syllabus Reference: 7.1g]
10.1.7.1 Details

11 Appendix: ITIL® practices
11.1 Introduction to ITIL® practices
11.1.1 Types of management practices
11.1.1.1 General management practices
11.1.1.2 Service management practices
11.1.1.3 Technical management practices
11.1.2 “Table of contents” of management practices