Introduction and Overview
•Introduction to ITIL 4
•IT service management and ITIL
•What is ITIL and how has it evolved?
•The ITIL service value system (SVS)
•The four dimensions model
•Case study discussion
Key Concepts of Service Management
•Value and value creation
•Organizations, service providers, service consumers, and other stakeholders
•Products, services, and service relationships
•More about value—outcome, cost, and risk
•Case study discussion
Four Dimensions of Service Management
•Organizations and people
•Information and technology
•Partners and suppliers
•Value streams and processes
•Case study discussion
The ITIL Service Value System
•Overview of the service value system
•Opportunity, demand, and value
•ITIL guiding principles
•Governance Service value chain
•Continual improvement
•Case study discussion
The Service Value Chain
•Introduction to the service value chain
•The purposes, inputs, and outputs of value chain activities
•Continual improvement
•Case study discussion
ITIL Management Practices
•Introduction to the practices
•General management practices
•Service management practices
•Technical management practices
•Case study discussion
