Module 1: ITIL 4 Overview

• Key concepts of service management
• Definitions: Service, utility, warranty, and value creation
• Service relationships: Service offering, provision, and consumption

Module 2: ITIL Guiding Principles

• Principles for adopting and adapting service management
• Focus on value, collaboration, and iterative improvements

Module 3: Four Dimensions of Service Management

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

Module 4: ITIL Service Value System

• Components and purpose of the service value system
• Interconnected activities of the service value chain

Module 5: ITIL Practices Overview

• Overview of 15 key ITIL practices
• Detailed insights into incident, problem, and change management

Module 6: Operationalizing ITIL Practices

• Continual improvement and service request management
• Role of service desks and service level management