Overview
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Learn the basics of ITIL®: the world's most popular approach to IT service management. Review ITIL® v3 and ITIL® 4 concepts and certification exam prep strategies.
Syllabus
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Introduction
- Stand apart with ITIL® knowledge and certification
- What you should know
- What is service?
- What is IT service management (ITSM)?
- ITIL® in a nutshell
- What ITIL® means for your organization
- Services, ITSM, the 4 Ps, and the service life cycle
- Terminology, key principles, and models
- ITIL® v3 service strategy processes
- ITIL® v3 service design processes
- ITIL® v3 service transition processes
- ITIL® v3 service operation processes
- ITIL® v3 service operation functions
- ITIL® v3 continual improvement process
- ITIL® v3 roles, technology, and architecture
- ITIL® v3 certification scheme
- Why a new ITIL®?
- ITIL® 4 vs v3: Concepts and principles
- ITIL® 4 vs v3: Practices versus processes
- ITIL® 4: Service management 4 dimensions
- ITIL® 4: Service value chain
- ITIL® 4: Service value system
- ITIL® 4: Terminology and guiding principles
- ITIL® 4: 18 practices, part 1
- ITIL® 4: 18 practices, part 2
- ITIL® 4 certification scheme
- Prepare to pass the exam
- Taking the exam
- Next steps
