IT Services & Architecture

Providing Everything You Need

Service Name

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Course Curriculum

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

General Management Practices

Service Management Practices

Technical Management Practices

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