Module 1: Introduction
IT Service Management in the Modern World
About ITIL 4
Structure of ITIL 4

Module 2: Key Concepts of Service Management
What is Service Management?
Value and Value Co-Creation
Organizations
Service Providers
Service Consumers
Stakeholders
Products and Services
Service Offerings
Service Relationships
Value: Outcomes, Costs, and Risks
Utility and Warranty

Module 3: Four Dimensions of Service Management
Introduction
Four Dimensions Model
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors

Module 4: ITIL Service Value System
Service Value System (SVS)
Silos

Module 5: ITIL Guiding Principles
Guiding principles
Seven 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
Interaction Between Principles

Module 6: Service Value Chain
Value Chain Activities
Plan
Improve
Engage
Design and Transition
Obtain or Build
Deliver and Support

Module 7: Management Practices
Introduction to Management Practices
ITSM and High-Velocity Service Management
General Management Practices
Continual Improvement
Information Security Management
Relationship Management
Supplier Management

Module 8: Service Management Practices
Change Control
Incident Management
IT Asset Management
Monitoring and Event Management
Problem Management
Release Management
Service Configuration Management
Service Desk
Service Level Management
Service Request Management

Module 9: Technical Management Practices
Deployment Management