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Course curriculum

  • 2

    Module 1: Key concepts of service management

    • 1.1. How organizations create value

    • 1.1 Exercises

    • 1.2. The importance of service relationships

    • 1.2 Exercises

  • 3

    Module 2: Key concepts of ITIL

    • 2.1. The Four Dimensions of ITSM

    • 2.1 Exercises

    • 2.2. The service value system (SVS)

    • 2.2 Exercises

    • 2.2.1. Guiding Principles

    • 2.2.1 Exercises

    • 2.2.2. Governance

    • 2.2.3. Service Value Chain (SVC)

    • 2.2.3 Exercises

    • 2.2.4. Continual Improvement

    • 2.2.5. Practices

    • 2.2.5 Exercises

  • 4

    Module 3: Key ITIL Practices

    • Module 3 - ITIL Management Practices

    • Module 3 Exercises

    • 3.1.1. Continual Improvement

    • 3.1.1 Exercises

    • 3.1.2. Other General Management Practices

    • 3.1.2 Exercises

    • 3.2.1. Change Enablement

    • 3.2.1 Exercises

    • 3.2.2. Incident Management

    • 3.2.2 Exercises

    • 3.2.3. Problem Management

    • 3.2.3 Exercises

    • 3.2.4. Service Desk

    • 3.2.4 Exercises

    • 3.2.5. Service Level Management

    • 3.2.5. Exercises

    • 3.2.6. Service Request Management

    • 3.2.6 Exercises

    • 3.2.7. Other Services Management Practices

    • 3.2.7 Exercises

    • 3.3.1. Deployment Management

    • 3.3.1. Exercises

  • 5

    Module 4: Final Review

    • Final Review

    • Examination Preparation

    • Thank You

  • 6

    Course Feedback

    • Feedback - your feedback is important to us, let us know how you feel about this learning.

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