Table of Contents
Chapter 1: Introduction to the new ITIL
Chapter Goal: To introduce the new ITIL, provide context and differentiate with the version 3
No of pages : 15 pages
Sub -Topics
1. Why ITIL 4?
1. Difference between ITIL 3 and ITIL 42. ITIL 4 Foundation Exam
3. Other ITIL 4 Exams
Chapter 2: Brief Overview of DevOps
Chapter Goal: To introduce the DevOps framework
No of pages : 20 pages
Sub -Topics1. Introduction to DevOps
2. DevOps sections – people, process and technology
3. DevOps processes
Chapter 3: ITIL Basics
Chapter Goal: To introduce the key concepts of ITIL
No of pages : 20 pages
Sub -Topics
1. Defining value
2. Products vs services
3. Concept of consumers and other stakeholders
4. service relationships
5. Processes and functions
Chapter 4: Service Management - Four Dimensions
Chapter Goal: To discuss the four dimensions in detail
No of pages: 20 pages
Sub - Topics
1. Organizations and people
2. Information and technology
3. Partners and suppliers
4. Value Streams and processes
Chapter 5: ITIL Service Value System
Chapter Goal: To introduce service value system
No of pages : 20 pages
Sub - Topics:
1. Intro to service value system
2. Opportunity and demand
3. Service value chain
4. Governance
5. Continual Improvement (formerly CSI)
Chapter 6: ITIL Processes for Managing Stakeholders
Chapter Goal: Understand the processes for managing customers and other key stakeholdres
No of pages: 15 pages
Sub - Topics:
1. Relationship management
2. Service level management
3. Supplier management
Chapter 7: ITIL Processes for Defining Operations Framework
Chapter Goal: Understand the processes for defining processes that sets the boundaries and steps for support and operational activities
No of pages: 30 pages
Sub - Topics:
1. Service configuration management
2. IT asset management
3. Information security management
4. Continual improvement
Chapter 8: ITIL Processes for Managing Operations
Chapter Goal: Understand the processes in detail for managing operations
No of pages: 30 pages
Sub - Topics:
1. Monitoring and event management
2. Incident management
3. Problem improvement
4. Change control
Chapter 9: ITIL Processes for Managing Changes
Chapter Goal: Understand the processes for controlling changes to the environment and applications
No of pages: 20 pages
Sub - Topics:
1. Service request management
2. Change control
3. Release management
Chapter 10: ITIL Practice for Managing Deployments
Chapter Goal: Understand the technical management around deploying software into environments
No of pages: 15 pages
Sub - Topics:
1. Deployment management
Chapter 11: ITIL Practice for Coordinating between Stakeholders
Chapter Goal: Understand the service desk and service desk managementNo of pages: 15 pages
Sub - Topics:
1. Service desk
2. Service desk management
Chapter 12 : Practices to Manage Deployments
Release Management
Types of Releases
Engagement with Service Value Chain
Deployment Management
Key Activities
Engagement with Service Value Chain
Chapter 13 : Practices to Coordinate with Stakeholders
Service Desk
Types of Service Desks
Key Activities
Engagement with Service Value Chain
Service Desk Management
Engagement with Service Value Chain
Chapter 14 : Exam Tips and Tricks
