Chapter 1: Introduction to the new ITILChapter Goal: To introduce the new ITIL, provide context and differentiate with the version 3No of pages : 15 pagesSub -Topics1.Why ITIL 4?1.Difference between ITIL 3 and ITIL 42.ITIL 4 Foundation Exam3.Other ITIL 4 Exams
Chapter 2: Brief Overview of DevOpsChapter Goal: To introduce the DevOps frameworkNo of pages : 20 pagesSub -Topics1.Introduction to DevOps2.DevOps sections - people, process and technology3.DevOps processes
Chapter 3: ITIL BasicsChapter Goal: To introduce the key concepts of ITIL No of pages : 20 pagesSub -Topics1.Defining value2.Products vs services3.Concept of consumers and other stakeholders4.service relationships5.Processes and functions
Chapter 4: Service Management - Four DimensionsChapter Goal: To discuss the four dimensions in detailNo of pages: 20 pagesSub - Topics1.Organizations and people2.Information and technology3.Partners and suppliers4.Value Streams and processes
Chapter 5: ITIL Service Value SystemChapter Goal: To introduce service value systemNo of pages : 20 pagesSub - Topics: 1.Intro to service value system2.Opportunity and demand3.Service value chain4.Governance5.Continual Improvement (formerly CSI)
Chapter 6: ITIL Processes for Managing StakeholdersChapter Goal: Understand the processes for managing customers and other key stakeholdresNo of pages: 15 pagesSub - Topics: 1.Relationship management2.Service level management3.Supplier management
Chapter 7: ITIL Processes for Defining Operations FrameworkChapter Goal: Understand the processes for defining processes that sets the boundaries and steps for support and operational activitiesNo of pages: 30 pagesSub - Topics:
1.Service configuration management2.IT asset management3.Information security management4.Continual improvement
Chapter 8: ITIL Processes for Managing OperationsChapter Goal: Understand the processes in detail for managing operationsNo of pages: 30 pagesSub - Topics: 1.Monitoring and event management2.Incident management3.Problem improvement4.Change control
Chapter 9: ITIL Processes for Managing ChangesChapter Goal: Understand the processes for controlling changes to the environment and applicationsNo of pages: 20 pagesSub - Topics: 1.Service request management2.Change control3.Release management
Chapter 10: ITIL Practice for Managing DeploymentsChapter Goal: Understand the technical management around deploying software into environmentsNo of pages: 15 pagesSub - Topics: 1. Deployment management
Chapter 11: ITIL Practice for Coordinating between StakeholdersChapter Goal: Understand the service desk and service desk managementNo of pages: 15 pagesSub - Topics: 1.Service desk2.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
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