Contents
1.1 IT service management in the modern world
1.3 Structure and benefits of ITIL 4
2 Key concepts of service management
2.2 Creating value with services
3.1 The nature of the guiding principles
4 The four dimensions of service management
4.2 Information and technology
4.4 Value streams and processes
5 The ITIL service value system
6.2 Overview of the service value chain
7.3 Understanding the ITIL management practices
8 Taking the Foundation examination
8.1 Purpose of the ITIL 4 Foundation examination
9 The ITIL 4 certification scheme
9.2 ITIL Managing Professional stream
9.3 ITIL Strategic Leader stream
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