1) Introduction & Recap of ITIL Foundation
2) The evolution of professionalism in IT and service management

• Organizations, people, and culture
• Building effective teams
• Developing team culture

3) Using information and technology to create, deliver, and support services

• Integration and data sharing
• Reporting and advanced analytics
• Collaboration and workflow
• Robotic process automation
• Artificial intelligence
• Machine learning
• Continuous integration, continuous delivery, and continuous deployment
• The value of an effective information model
• Automation of service management

4) Value streams to create, deliver, and support services

• ITIL service value streams
• Model value streams for creation, delivery, and support
• Using value streams to define a minimum viable practices

5) Prioritizing and managing work

• Why do we need to prioritize work?
• Commercial and sourcing considerations

6) Exam Preparation

• Exam techniques
• Sample Exam(s)