Topics for ITIL V4 exam
Service Management :
- Services and Products
- Service Management
- Value
- Organizations
- Service consumer roles
- Stakeholders
- Service Offering
- Service Relationship
- Service Provisioning & Service Consumption
- Service Relationship Model
- Outcomes, Costs and Risks
- Service Facilitate Outcomes
- Utility and Warranty
A) 4 Dimensional Service Management :
- Dimension 1: Organizations & People
- Dimension 2: Information & Technology
- Dimension 3: Partners & Suppliers
- Dimension 4: Value Streams & Processes
B) Service Value System :
- Inputs of the SVS
- Outcome of the SVS
- Components of the SVS
- Guiding Principle
- Governance
- Service Value Chain
- Practices
- Continoual Improvement
1. Guiding Principle
2. Governance
3. Service Value Chain :
- Value Chain Interactions with Practices
- Service Value Chain Activities
- Value Streams and the Service Value Chain
4. Continual Improvement
5. Categories of Practices
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