The document provides an overview of the ITIL 4 Foundation course mind map. It summarizes the key topics covered in the ITIL 4 Foundation certification including general management practices, service management practices, creating service value, the service relationship model, external factors, the service value system, the service value chain, service value streams, and the ITIL overview. It also includes an example case study of how ITIL principles could be applied at a car rental company.

1. ITIL 4 Foundation: Course Mind Map
© 2019 GoodCert. The AXELOS swirl logo® and ITIL® are registered trademarks of
AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.
Overview
Practice definition
Practice origins
The ITIL management practices
General management practices
Continual improvement
Information security management (ISM)
Relationship management
Supplier management
Technical management practices
Deployment management
Part 2 — Service management practices
Release management
Service configuration management
Service desk
Service level management (SLM)
Service request management
Part 1 — Service management practices
Change control
Incident management
IT asset management
Monitoring & event management
Problem management
Stakeholders
Organizations
Service providers
Service consumers
Consumer roles
Other stakeholders
Creating service value
Products
Services
Service management
Value
Value co-creation
Achieving service value
Outputs vs. outcomes
Factors that influence value
Costs
Risks
Utility & warranty
Service relationships
Service offerings
Components of a service offering
Service provision
Service consumption
The service relationship model
Four dimensions
Dimension 1: organizations & people
Dimension 2: information & technology
Dimension 3: partners & suppliers
Dimension 4: value streams & processes
External factors
Service value system (SVS)
Purpose
Opportunity/demand
Value
Guiding principles
Governance
Practices
Continual improvement
Service value chain (SVC)
Service value chain (SVC)
About the SVC
Plan
Improve
Engage
Design & transition
Obtain/build
Deliver & support
Service value streams
Overview
About the principles
Principle interaction
Focus on value
Overview
Identifying the service consumer
Consumer perspectives
Customer experience (CX)
Applying the principle
Start where you are
Overview
Assess where are you
The role of measurement
Applying the principle
Progress iteratively with feedback
Overview
The role of feedback
Applying the principle
Optimize & automate
Overview
The road to optimization
Using automation
Applying the principle
Keep it simple & practical
Overview
Judging what to keep
Applying the principle
Think & work holistically
Overview
Applying the principle
Collaborate & promote visibility
Overview
Managing stakeholder groups
Increasing urgency through visibility
Applying the principle
ITIL overview
About ITIL4
The evolution of ITSM
The ITIL 4 audience
Parties involved
ITIL Foundation manual
ITIL supplementary content
ITIL background
Case study: Axle Car Rental
Purpose
Current state
Meet Axle’s staff
The CIO’s vision
ITIL qualification scheme
ITIL certifications
About this course
About this exam
Exam hints
My ITIL

2. © 2019 GoodCert. The AXELOS swirl logo® and ITIL® are registered trademarks of
AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.
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