CONTENTFundamental Topics
01. What is Service Management
02. Introduction to the Service Value System
03. Key Concepts and Building Blocks of ITIL
04. What is Value?
05. People
06. Costs and Risks
07. Service Value System
08. An Introduction to the Service Value Chain
09. Service Value Chain
10. Guiding Principles
11. The Four Dimensions: #1 and #2
12. The Four Dimensions: #3 and #4
Practices
13. An Introduction to the Practices
14. Change Control Practice
15. Incident Management Practice
16. Problem Management Practice
17. Service Request Management Practice
18. Service Desk Management Practice
19. Service Level Management Practice
20. Continual Improvement Management Practice
21. Information Security Management Practice
22. Relationship Management and Supplier Management Practices
23. IT Asset Management, Service Configuration Management, Monitoring, and Event Management Practices
24. Deployment Management and Release Management Practices
Exam Preparation
25. About the Exam
26. Sample Exams
