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ITIL is a framework for managing the delivery of the IT services around the world. It is a model for their lifecycle that recommends particular activities and processes from the development, design, delivery, as well as support of these services. Most companies adopt this framework to ensure that the delivery of their services aligns with a set of well-defined and consistent processes that include best practices. You need to understand that besides improving their delivery, these practices bring the best level of service to the users and reduce the cost of its development and deployment.
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EXIN ITILFND Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Management Practices (Overview) | - Service management practices (e.g., Incident Management, Service Desk) - Technical management practices (e.g., Deployment Management) - General management practices (e.g., Continual Improvement, Change Control) |
| ITIL Service Value System (SVS) | - Service Value Chain activities - Governance - Opportunity, demand, and value - Guiding principles integration |
| ITIL Guiding Principles | - Optimize and automate - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility - Start where you are - Progress iteratively with feedback - Focus on value |
| Key Concepts of Service Management | - Service relationships and value co-creation - Value, outcomes, costs, and risks |
| Four Dimensions of Service Management | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
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