ITIL Version 4 enables companies to deliver IT services most efficiently and effectively. Our objective of ITIL Version 4 is to increase productivity and achieve consistent service delivery. This version focuses more on creating value than merely providing services.

• Best Practices
• ITIL Framework
• Why is ITIL so successful?
• Service Lifecycle
• Service Management
• Functions
• Process
• Process Model
• Internal & External Customers & Services

• Purpose & Objectives of Service Strategy
• Scope of Service Strategy
• Value to Business
• Resources & Capabilities
• Assets
• Value
• Components of Value
• Service Utility
• Service Warranty
• Value Creation & Service Provider types
• Core, Enabling & Enhancing Services
• Risk
• Purpose of Service Portfolio Management
• Scope & Objectives of Service Portfolio Management
• Purpose & Objectives of Demand Management
• Scope & Concepts of Demand Management
• Customers & Users
• Purpose & Objectives of Financial Management
• Scope of Financial Management
• Business Case
• Purpose of Business Relationship Management
• Scope & Objectives of BRM
• Differences Between BRM & SLM

• Purpose & Objectives of Service Design
• Scope of Service Design
• Value of Service Design
• Four Ps
• The Five Design Aspects
• Service Design Package
• Purpose, Objectives & Scope of SCM
• Service Catalogue with two views
• Service Catalogue with three views
• Purpose & Objectives of SLM
• Scope of SLM
• Service Level Requirements
• Service Level Agreement & SLAM Chart
• SLA Frameworks
• Operational Level Agreement & Underpinning Contract
• Service Review & Service Improvement Plan
• Key Activities of Service Design
• The Relationship Between SLM & BRM
• Interfaces with SLM
• Purpose & Objectives of Capacity Management
• Scope of Capacity Management
• Basic Concepts of Capacity Management
• Purpose of Availability Management
• Objective & Scope of Availability Management
• Basic Concepts of Availability Management
• Purpose & Objectives of ITSCM
• Business Impact Analysis
• Risk Assessment
• Purpose & Objectives of ISM
• Scope of ISM
• Information Security Policy
• Purpose of Supplier Management
• Objectives of Supplier Management
• Supplier Categories
• Basic Concepts of Supplier Management
• Purpose & Objectives of Design Coordination
• Scope of Design Coordination
• Service Automation
• Skills Framework for Information Age (SFIA)

• Scope & Value to Business of Service Transition
• Purpose & Objectives of Service Transition
• Purpose & Objectives of Change Management
• Scope & Basic Concepts of Change Management
• Interfaces within Service Management
• Change Request
• Change Models, Remediation Planning, Cab & ECAB
• Change Advisory Board
• Change Management Activities
• Supplier Categories
• Purpose & Objectives of SACM
• SACM
• Scope of SACM
• Configuration Item
• CI Categories
• CMS & DML
• CMDB & Configuration Baseline
• Purpose & Objectives of Knowledge Management
• Scope & Basic Concepts of Knowledge Management
• D-I-K-W
• SKMS
• Purpose & Objectives of Release & Deployment Management
• Scope of Release & Deployment Management
• Release Unit & Release Policy
• Release Package
• Purpose & Objectives of Transition Planning & Support
• Scope of Transition Planning & Support

• Purpose & Objectives of Service Operation
• Scope of Service Operation
• Value of Service Operation
• Communication in Service Operation
• Event Management
• Purpose, Objectives & Scope of Event Management
• Basic Concepts of Event Management
• Purpose of Incident Management
• Scope & Objectives of Incident Management
• Basic Concepts of Incident Management
• Incident Model
• Incident Prioritization
• Interfaces with Incident Management
• Purpose & Objectives of Request Fulfillment
• Service Request
• Purpose & Objectives of Problem Management
• Problem Models
• Incident Versus Problems
• Basic Concepts of Problem Management
• Problem Management Process
• Interfaces with Problem Management
• Purpose & Objectives of Access Management
• Scope of Access Management
• Service Desk Function
• Objectives of Service Desk Function
• Local Service Desk
• Centralized Service Desk
• Virtual Service Desk
• Follow the Sun
• Objectives of Technical Management Function
• Application Management Function
• Objectives of Application Management Function
• IT Operations Management Functions

• Purpose of CSI
• Objectives & Scope of CSI
• Value of CSI
• CSI Register
• The Deming Cycle
• P-D-C-A Cycle
• CSI Approach
• Business Questions for CSI
• Basic Concepts of CSI
• CSFs and KPIs
• The Seven-step Improvement Process
• Integration PDCA Cycle & 7 Step Improvement Process
• Purpose, Objectives & Scope Of The 7-step Improvement Process
• Governance
• Baseline
• Process Owner
• Process Manager
• Process Practitioner & Service Owner
• RACI Model
• Competence, Skills & Training