1 - ITIL 4 OVERVIEW

Structured Benefits

The Service Value System

Four Dimensions of Service Management

2 - KEY CONCEPTS OF ITIL

What is Service Management?

Service Relationships

Creating Value

3 - THE FOUR DIMENSIONS OF SERVICE MANAGEMENT

A Holistic Approach to Value Delivery

Organizations and People

Informational Technology

Partners and Suppliers

Value Streams and Processes

External Factors

4 - THE ITIL SERVICE VALUE SYSTEM (SVS)

Guiding Principles

Governance

Service Value Chain

Practices

Continual Improvement

5 - THE 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

Principle Interaction

6 - GOVERNANCE

Governing Bodies

Governance Activities

The Role of Governance in the SVS

7 - THE SERVICE VALUE CHAIN

Plan

Improve

Engage

Design and Transition

Obtain and Build

Deliver and Support

8 - CONTINUAL IMPROVEMENT

The Model, the Value Chain, and Practice

Continual Improvement Model

Continual Improvement and the Guiding Principles

Theory of Constraints

9 - KEY ITIL PRACTICES

Introduction to ITIL Practices

Continual Improvement

Service Level Management

Change Control

Incident Management

Service Request Management

Service Desk

Problem Management

10 - OTHER ITIL PRACTICES

General Management Practices

Service Management Practices

Technical Management Practices

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