1 - INTRODUCTION TO ITIL

   ITIL Basics
   The Service Lifecycle

2 - Service Strategy

   Basic Concepts of Service Strategy
   The Financial Management Process
   The Service Portfolio Management Process
   The Demand Management Process
   The Business Relationship Management Process

3 - Service Design

   Basic Concepts of Service Design
   The Design Coordination Process
   The Service Level Management Process
   The Service Catalog Management Process
   The Availability Management Process
   The Capacity Management Process
   The Information Security Management Process
   IT Service Continuity Management
   The Supplier Management Process

4 - Service Transition

   Basic Concepts of Service Transition
   The Transition Planning and Support Process
   The Change Management Process
   The Service Asset and Configuration Management Process
   The Release and Deployment Management Process
   The Knowledge Management Process

5 - Service Operation

   Basic Concepts of Service Operation
   The Event Management Process
   The Incident Management Process
   The Problem Management Process
   The Request Fulfillment Process
   The Access Management Process

6 - Service Operation Functions

   The Service Desk Function
   The Technical Management Function
   The IT Operations Management Function
   The Application Management Function

7 - Continual Service Improvement

   Basic Concepts of Continual Service Improvement
   CSI Principles

8 - Appendix A: Syllabus Mapping

9 - Exam