MODULE I : INTRODUCTION

• The Four Perspectives of ITSM
• Benefits of ITSM
• Business and It Alignment
• What Is ITIL?

MODULE II : COMMON TERMINOLOGY

• What Are Services?
• Processes & Functions
• Defining Processes
• Defining Functions
• Connecting Processes and Functions

 MODULE III : THE SERVICE LIFECYCLE

• Mapping the Concepts of ITIL To The Service Lifecycle
• How Does The Service Lifecycle Work?

MODULE IV : SERVICE STRATEGY

• Objectives of Service Strategy
• Major Concepts
• Creating Service Value
• Service Packages and Service Level Packages
• Service Strategy Processes

- Strategy Management for IT Services

- Service Portfolio Management

- Financial Management for IT Services

- Demand Management

- Business Relationship Management

MODULE V : SERVICE DESIGN

• Objectives
• Major Concepts
• Service Design Processes

- Design Coordination

- Service Catalogue Management

- Service Level Management

- Availability Management

- Capacity Management

- IT Service Continuity Management

- Information Security Management

- Supplier Management

• Service Design Scenario
• Service Design Review Questions

MODULE VI : SERVICE TRANSITION

• Objectives
• Service Transition Processes

- Transition Planning and Support

- Change Management

- Service Asset and Configuration Management

- Release and Deployment Management

- Service Validation and Testing

- Change Evaluation

- Knowledge Management

• Service Transition Scenario
• Service Transition Review Questions

MODULE VII: SERVICE OPERATION

• Objective
• Major Concepts
• Service Operation Functions

- The Service Desk

- Technical Management

- IT Operations Management

- Application Management

• Service Operation Processes

- Event Management

- Incident Management

- Problem Management

- Request Fulfilment

- Access Management

• Service Operation Scenario
• Service Operation Review Questions

MODULE VIII: CONTINUAL SERVICE IMPROVEMENT

• Objectives
• Major Concepts

- Continual Service Improvement Approach

- CSI Register

- The Deming Cycle

- Service Measurement and Reporting

• Continual Service Improvement Process

- Seven-Step Improvement Process

• Continual Service Improvement Scenario
• Continual Service Improvement Review
• Questions

MODULE IX : ITIL FOUNDATION EXAM TIPS

• ITIL Certification Pathways