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    ITIL® 4 Foundation Courseware - English
    ITIL® 4 Foundation Courseware - English
    ITIL® 4 Foundation Courseware - English
    Ebook314 pages1 hour

    ITIL® 4 Foundation Courseware - English

    By Van Haren Learning Solutions a.o.

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    About this ebook

    Besides the ITIL® 4 Foundation Courseware - English (ISBN: 978 94 018 0394 6) publication you are advised to obtain the ITIL® 4 - A Pocket Guide (ISBN: 978 94 018 0439 4).

    The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS).

    ITIL 4 provides an end-to-end picture of what means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps.
    This course is for those who are involved in the delivery of IT services and need an understanding of best practice in IT Service Management.

    Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification. You can write the exam at any time and at any place after the course. The test is done via your own computer proctored via webcam.
    Candidates wishing to be trained and pass the exam for this qualification would be recommended to have a general awareness of IT and appreciation of their own business environment.
    You’ll learn:
    • Understand the key concepts of service management
    • Understand how the ITIL guiding principles can help an organization adopt and adapt service management
    • Understand the four dimensions of service management
    • Understand the purpose and components of the ITIL service value system
    • Understand the activities of the service value chain, and how they interconnect
    • Know the purpose and key terms of 18 ITIL practices
    • Understand 7 ITIL practices


    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
    This product is only for courseware partners, affiliates or designated students. Any course should always include an exam.
    LanguageEnglish
    PublisherVan Haren Publishing
    Release dateFeb 28, 2019
    ISBN9789401803953
    ITIL® 4 Foundation Courseware - English

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      Book preview

      ITIL® 4 Foundation Courseware - English - Van Haren Learning Solutions a.o.

      Illustration

      ITIL® 4 Foundation

      Courseware - English

      Colophon

      This material contains diagrams and text Information based upon: AXELOS ITIL® material. Material is reproduced under licence from AXELOS All rights reserved.

      No part of this publication may be reproduced in any form by print, photo print, microfilm or any other means without written permission by the publisher.

      Although this publication has been composed with much care, neither author, nor editor, nor publisher can accept any liability for damage caused by possible errors and/or incompleteness in this publication.

      Material in this document has been sourced from ITIL® Service Operation 2011 edition. No part of this document may be reproduced in any form without the written permission of both Van Haren Publishing and AXELOS Limited. Permission can be requested at [email protected] and [email protected].

      Publisher about the Courseware

      The Courseware was created by experts from the industry who served as the author(s) for this publication. The input for the material is based on existing publications and the experience and expertise of the author(s). The material has been revised by trainers who also have experience working with the material. Close attention was also paid to the key learning points to ensure what needs to be mastered.

      The objective of the courseware is to provide maximum support to the trainer and to the student, during his or her training. The material has a modular structure and according to the author(s) has the highest success rate should the student opt for examination. The Courseware is also accredited for this reason, wherever applicable.

      In order to satisfy the requirements for accreditation the material must meet certain quality standards. The structure, the use of certain terms, diagrams and references are all part of this accreditation. Additionally, the material must be made available to each student in order to obtain full accreditation. To optimally support the trainer and the participant of the training assignments, practice exams and results are provided with the material.

      Direct reference to advised literature is also regularly covered in the sheets so that students can find additional information concerning a particular topic. The decision to leave out notes pages from the Courseware was to encourage students to take notes throughout the material.

      Although the courseware is complete, the possibility that the trainer deviates from the structure of the sheets or chooses to not refer to all the sheets or commands does exist. The student always has the possibility to cover these topics and go through them on their own time. It is recommended to follow the structure of the courseware and publications for maximum exam preparation.

      The courseware and the recommended literature are the perfect combination to learn and understand the theory.

      -- Van Haren Publishing

      Other publications by Van Haren Publishing

      Van Haren Publishing (VHP) specializes in titles on Best Practices, methods and standards within four domains:

      - IT and IT Management

      - Architecture (Enterprise and IT)

      - Business Management and

      - Project Management

      Van Haren Publishing is also publishing on behalf of leading organizations and companies: ASLBiSL Foundation, BRMI, CA, Centre Henri Tudor, Gaming Works, IACCM, IAOP, IFDC, Innovation Value Institute, IPMA-NL, ITSqc, NAF, KNVI, PMI-NL, PON, The Open Group, The SOX Institute.

      Topics are (per domain):

      IT and IT Management

      ABC of ICT

      ASL®

      CATS CM®

      CMMI®

      COBIT®

      e-CF

      ISO/IEC 20000

      ISO/IEC 27001/27002

      ISPL

      IT4IT®

      IT-CMF™

      IT Service CMM

      ITIL®

      MOF

      MSF

      SABSA

      SAF

      SIAM™

      TRIM

      VeriSM™

      Enterprise Architecture

      ArchiMate®

      GEA®

      Novius Architectuur

      Methode

      TOGAF®

      Business Management

      BABOK ® Guide

      BiSL® and BiSL® Next

      BRMBOK™

      BTF

      EFQM

      eSCM

      IACCM

      ISA-95

      ISO 9000/9001

      OPBOK

      SixSigma

      SOX

      SqEME®

      Project Management

      A4-Projectmanagement

      DSDM/Atern

      ICB / NCB

      ISO 21500

      MINCE®

      M_o_R®

      MSP®

      P3O®

      PMBOK ® Guide

      Praxis®

      PRINCE2®

      For the latest information on VHP publications, visit our website: www.vanharen.net.

      Table of content

      Self-Reflection of understanding Diagram

      ‘What you do not measure, you cannot control." – Tom Peters

      Fill in this diagram to self-evaluate your understanding of the material. This is an evaluation of how well you know the material and how well you understand it. In order to pass the exam successfully you should be aiming to reach the higher end of Level 3. If you really want to become a pro, then you should be aiming for Level 4. Your overall level of understanding will naturally follow the learning curve. So, it’s important to keep track of where you are at each point of the training and address any areas of difficulty.

      Based on where you are within the Self-Reflection of Understanding diagram you can evaluate the progress of your own training.

      Illustration

      Write down the problem areas that you are still having difficulty with so that you can consolidate them yourself, or with your trainer. After you have had a look at these, then you should evaluate to see if you now have a better understanding of where you actually are on the learning curve.

      Troubleshooting

      Illustration

      Timetable

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