COURSE OUTLINE
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
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