1. Introduction

1.1 IT service management in the modern world

1.2 About ITIL 4

2. The structure and benefit of the ITIL 4 framework

2.1 The ITIL SVS

2.2 The four dimensions model

3. Key concepts of service management

• Value and value co-creation
• Value co-creation
• Organizations, service providers, service consumers, and other stakeholders
  • Service providers
  • Service consumers
  • Other stakeholders
• Products and services
  • Configuring resources for value creation
  • Service offerings
• Service relationships
  • The service relationship model
• Value: outcomes, costs, and risks
  • Outcomes
  • Costs
  • Risks
  • Utility and warranty
• Summary

4. The four dimensions of service management

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
  • Value streams for service management
  • Processes
• External factors
• Summary

5. The ITIL service value system

• Service value system overview
• Opportunity, demand, and value
• The ITIL 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
  • Principle interaction
• Governance
  • Governing bodies and governance
  • Governance in the SVS
• Service value chain
  • Plan
  • Improve
  • Engage
  • Design and transition
  • Obtain/build
  • Deliver and support
• Continual improvement
  • Steps of the continual improvement model
  • Continual improvement and the guiding principles
• Practices
• Summary

6. ITIL management practices

6.1 General management practices

• Architecture management
• Continual improvement
• Information security management
• Knowledge management
• Measurement and reporting
• Organizational change management
• Portfolio management
• Project management
• Relationship management
• Risk management
• Service financial management
• Strategy management
• Supplier management
• Workforce and talent management

6.2 Service management practices

• Availability management
• Business analysis
• Capacity and performance management
• Change control
• Incident management
• IT asset management
• Monitoring and event management
• Problem management
• Release management
• Service catalogue management
• Service configuration management
• Service continuity management
• Service design
• Service desk
• Service level management
• Service request management

6.3 Technical management practices

• Deployment management
• Infrastructure and platform management
• Software development and management