1.  Introduction

• History of ITIL
• IT Service Management in the modern world
• About ITIL 4
• The structure and benefits of the ITIL 4 Framework

2.  Key Concepts

• Value and value co-creation
• Organisations, service providers, service consumers, and other stakeholders
• Products and services
• Service relationships
• Value: outcomes, costs and risks

3.  The Four Dimensions of Service Management

• Organisations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• External factors

4.  The ITIL Service Value System

• Opportunity, demand and value
• ITIL Guiding Principles
• Governance
• Service Value Chain
• Continual Improvement

5.  ITIL Management Practices

5.1 General Management Practices

• Continual Improvement
• Information Security Management
• Relationship Management
• Supplier Management

5.2 Service Management Practices

• Availability Management
• Capacity Performance Management
• Change Control
• Incident Management
• IT Asset Management
• Monitoring and Event Management
• Problem Management
• Release Management
• Service Configuration Management
• Service Continuity Management
• Service Desk
• Service Level Management
• Service Request Management

5.3 Technical Management Practices

• Deployment Management

6 .  Exam Preparation

• Exam techniques
• Sample Exams