1 - ITIL 4 OVERVIEW

• Introduction to ITIL
• Key Concepts of ITIL

2 - The ITIL Framework

• The Four Dimensions of Service Management
• The ITIL Service Value System

3 - 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

4 - THE ITIL SERVICE VALUE SYSTEM (SVS)

• Governance
• The Service Value Chain
• Continual Improvement

5 - Key ITIL Practices

• Continual Improvement
• Service Level Management
• Change Control
• Incident Management
• Service Request Management
• Service Desk
• Problem Management

6 - Other ITIL Practices

• General Management Practices
• Service Management Practices
• Technical Management Practices