Module 1	Introduction
Unit 1	1. Exam Fundamentals
Unit 2	2. 4th Industrial Revolution
Unit 3	3. Service Organizations
Module 2	Service Management
Unit 1	1. Service Management
Unit 2	2. Value
Unit 3	3. Organizations and People
Unit 4	4. Services and Products
Unit 5	5. Service Offerings
Unit 6	6. Service Relationships
Unit 7	7. Outcomes
Unit 8	8. Costs
Unit 9	9. Risks
Unit 10	10. Utility and Warranty
Module 3	Four Dimensions of Service Management
Unit 1	1. Four Dimensions of Service Management
Unit 2	2. Organizations and People
Unit 3	3. Information and Technology
Unit 4	4. Partners and Suppliers
Unit 5	5. Value Streams and Processes
Unit 6	6. PESTLE
Unit 7	7. Applying the Four Dimensions
Module 4	Service Value System
Unit 1	1. Service Value System
Unit 2	2. Opportunity, Demand, and Value
Unit 3	3. Governance
Module 5	Guiding Principles
Unit 1	1. Guiding Principles
Unit 2	2. Focus on Value
Unit 3	3. Start Where You Are
Unit 4	4. Progress Iteratively with Feedback
Unit 5	5. Collaborate and Promote Visibility
Unit 6	6. Think and Work Holistically
Unit 7	7. Keep It Simple and Practical
Unit 8	8. Optimize and Automate
Module 6	Service Value Chain
Unit 1	1. Service Value Chain
Unit 2	2. Plan
Unit 3	3. Improve
Unit 4	4. Engage
Unit 5	5. Design and Transition
Unit 6	6. Obtain/Build
Unit 7	7. Deliver and Support
Unit 8	8. Value Streams
Module 7	Continual Improvement
Unit 1	1. Continual Improvement
Unit 2	2. Continual Improvement Model
Unit 3	3. What is the Vision?
Unit 4	4. Where are We Now?
Unit 5	5. Where Do We Want to Be?
Unit 6	6. How Do We Get There?
Unit 7	7. Take Action
Unit 8	8. Did We Get There?
Unit 9	9. How Do We Keep the Momentum Going?
Unit 10	10. Continual Improvement and the Guiding Principles
Module 8	General Management Practices
Unit 1	1. Categories of Practices
Unit 2	2. Management Practices
Unit 3	3. Continual Improvement
Unit 4	4. Information Security Management
Unit 5	5. Relationship Management
Unit 6	6. Supplier Management
Unit 7	7. Architecture Management
Unit 8	8. Knowledge Management
Unit 9	9. Measurement and Reporting
Unit 10	10. Organizational Change Management
Unit 11	11. Portfolio Management
Unit 12	12. Project Management
Unit 13	13. Risk Management
Unit 14	14. Service Financial Management
Unit 15	15. Strategy Management
Unit 16	16. Workforce and Talent Management
Module 9	Service Management Practices
Unit 1	1. Service Management Practices
Unit 2	2. Change Control
Unit 3	3. Incident Management
Unit 4	4. Problem Management
Unit 5	5. Service Desk
Unit 6	6. Service Level Management
Unit 7	7. Service Request Management
Unit 8	8. IT Asset Management
Unit 9	9. Monitoring and Event Management
Unit 10	10. Release Management
Unit 11	11. Service Configuration Management
Unit 12	12. Availability Management
Unit 13	13. Business Analysis
Unit 14	14. Capacity and Performance Management
Unit 15	15. Service Catalog Management
Unit 16	16. Service Continuity Management
Unit 17	17. Service Design
Unit 18	18. Service Validation and Testing
Module 10	Technical Management Practices
Unit 1	1. Technical Management Practices
Unit 2	2. Deployment Management
Unit 3	3. Infrastructure and Platform Management
Unit 4	4. Software Development and Management
Module 11	Conclusion
Unit 1	1. Putting It All Together
Unit 2	2. Conclusion
Unit 3	3. ITIL Certification Path

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