1

The ITIL® framework and the practice of service management

• The history of ITIL®: Its origins, who’s behind it. The reasons for its success.
• The notions of best practices and standards.
• The main goals of ITIL®.

2

Key concepts in service management

• Definitions: Service, utility, warranty, customer, user, sponsor, and service management.
• Concepts related to creating value through services: Cost, value, outcome, deliverable, and risk.
• Relationship concepts: Service offering, relationship management, service provision, and service consumption.

3

The 7 guiding principles for organizations

• Description of the nature, use, and interactions of the 7 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.

4

The 4 dimensions of service management

• Organizations and people.
• Information and technology.
• Partners and suppliers.
• Value streams and processes.

5

The IT service management value chain

• The notion of a value chain, its purpose and components, and its interconnected nature.
• The goals, inputs, and outputs of each of the six activities of the value chain.
• Plan, improve, engage, design and transition, obtain/build, delivery and support.

6

The 18 practices of IT service management

• The notion of practice.
• The goals and key terms of the 18 practices.

7

The 7 main practices of service management

• Continual improvement.
• Change management.
• Incident management
• Problem management.
• Service request management.
• Service centre.
• Service level management.

8

Preparing for and taking the certification exam

• Review of the ITIL® 4 Foundation program.
• Mock exam and group correction. Tips for the exam.