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ITIL 4®  OVERVIEW

• Introduction to ITIL® 
• Key Concepts of ITIL® 

THE ITIL®  FRAMEWORK

• The Four Dimensions of Service Management
• The ITIL®  Service Value System

 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

THE ITIL SERVICE VALUE SYSTEM

• Governance
• The Service Value Chain
• Continual Improvement

KEY ITIL PRACTICES

• Continual Improvement
• Service Level Management
• Change Control
• Incident Management
• Service Request Management
• Service Desk
• Problem Management

OTHER ITIL PRACTICES AND PREPARING  TO THE EXAM

• General Management Practices
• Service Management Practices
• Technical Management Practices

ITIL® is registered trademarks of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.