Module 1: Service Management

• Service Value System (SVS) and Service Value Chain 
• Organizations 
• Service Provisioning and Consumption 
• Customers, Users, Sponsors, and Other Stakeholders 
• Services, Products, and Service Offerings 
• Service Relationships  
• Value, Outcomes, Costs, and Risks 
• Utility and Warranty 

Module 2: The Four Dimensions

• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes

Module 3: The Service Value System

• Opportunity, Demand, and Value
• Guiding Principles
• Governance
• ITIL Practices
• Continual Improvement
• Organizational Silos

Module 4: The Service Value Chain

• Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support
• Inputs of the SVS: Opportunities & Demand
• Outcome of the SVS: Value
• Addressing the Challenges of Silos

Module 5: The Seven Guiding 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

Module 6: ITIL Practices: Practice Overview and General Management Practices

• Practices and Processes
• Continual Improvement
• Information Security Management
• Supplier Management
• Relationship Management

Module 7: ITIL Practices: Service Management and Technical Management Practices

• Service Level Management
• Event Management
• Service Desk
• Service Request Management
• Incident Management
• Problem Management
• Change Enablement
• IT Asset Management
• Service Configuration Management
• Release Management
• Deployment Management