Program

• Definitions
• Key concepts of creating value
• Key concepts of service relationships:
• The nature, use and interaction of the guiding principles
• The use of the guiding principles
• The four dimensions of service management
• The ITIL service value system
• The interconnected nature of the service value chain and how this supports value streams
• Inputs, outputs and purpose of each value chain activity
• The purpose of the 18 ITIL practices
• Definitions of key ITIL terms
• 7 ITIL practices in detail, including how they fit within the service value chain