,Table of Contents
Day 1
Chapter 1: Introduction to the New ITIL
Why ITIL 4?
ITIL V3 Was Not for the Digital Age
Emergence of DevOps
Incompatible Service Lifecycle
ITIL Reinvented
Brief ITIL History
ITIL V3 and ITIL 4: The Differences
The Service Lifecycle Is Dead
Introducing Practices
Service Has a New Definition
Governance Is a New Kid on the Block
Automation Is In
ITIL 4 Certification Hierarchy
ITIL Managing Professional
ITIL Strategic Leader
ITIL Master
ITIL Foundation Certification
Eligibility Criteria
Certification Examination
Chapter 2: Brief Overview of DevOps
What Exactly Is DevOps
DevOps Explained with an Example
Why DevOps
A Note on DevOps Scope
Benefits of Transforming into DevOps
DevOps Principles
Culture
Automation
Lean
Measurement
Sharing
Elements of DevOps
People
Process
Technology
DevOps Practices
Continuous Integration
Continuous Delivery
Continuous Deployment
Continuous Delivery vs. Continuous Deployment
Is DevOps the End of Ops?
Day 2
Chapter 3: ITIL 101: Concepts and Core Foundation
,Service Management
Products and Services
Organization
People Roles
Defining Value
Outcomes
Costs
Risks
Utility and Warranty
Service Offerings
Service Relationships
Service Provision
Service Consumption
Service Relationship Model
Knowledge Check
Chapter 4: Holistic Approach to Service Management: Four Dimensions
The Four Dimensions
Organizations and People
Bird’s-Eye View of Organization Structures
Not Just Structures, Culture Too!
People Roles and their Responsibilities
Leadership Matters
All Roads Lead to Value
Information and Technology
IT for Actual Services
IT for Service Management
Considerations for Information
Considerations for Technology
Partners and Suppliers
Differentiating Partners and Suppliers
Organization Strategy for Opting for Partners and Suppliers
Introducing Service Integration and Management
Value Streams and Processes
Deciphering Value Streams
Simplifying Processes
PESTLE
Political Factors
Economical Factors
Social Factors
Technological Factors
Legal Factors
Environmental Factors
Knowledge Check
Day 3
Chapter 5: Value Creation with Service Value System
Introducing Service Value System
, Opportunity and Demand
Governance
Service Value Chain
Plan
Engage
Improve
Design and Transition
Obtain/Build
Deliver and Support
Knowledge Check
Chapter 6: Influencing Through Guiding Principles
Focus on Value
Understanding the Service Consumer
Understanding the Service Consumer’s Perspectives
Obtaining Feedback from Customer
Applying the Principles/Learnings
Start Where You Are
Assess the Current State
Measure Everything
Applying the Principles/Learnings
Progress Iteratively with Feedback
Importance of Feedback
Feedback Feeding Iterations
Applying the Principles/Learnings
Collaborate and Promote Visibility
Collaboration Partners
Means of Communication
Expanding Visibility
Applying the Principles/Learnings
Think and Work Holistically
Applying the Principles/Learnings
Keep it Simple and Practical
What to Shelve, What to Keep
Enablers to Simplicity and Pragmatism
Applying the Principles/Learnings
Optimize and Automate
Optimization Practices
Automation Practices
Applying the Principles/Learnings
Knowledge Check
Chapter 7: ITIL’s Management of Practices
Category of Practices
General Management Practices
Service Management Practices
Technical Management Practices
Knowledge Check
Day 1
Chapter 1: Introduction to the New ITIL
Why ITIL 4?
ITIL V3 Was Not for the Digital Age
Emergence of DevOps
Incompatible Service Lifecycle
ITIL Reinvented
Brief ITIL History
ITIL V3 and ITIL 4: The Differences
The Service Lifecycle Is Dead
Introducing Practices
Service Has a New Definition
Governance Is a New Kid on the Block
Automation Is In
ITIL 4 Certification Hierarchy
ITIL Managing Professional
ITIL Strategic Leader
ITIL Master
ITIL Foundation Certification
Eligibility Criteria
Certification Examination
Chapter 2: Brief Overview of DevOps
What Exactly Is DevOps
DevOps Explained with an Example
Why DevOps
A Note on DevOps Scope
Benefits of Transforming into DevOps
DevOps Principles
Culture
Automation
Lean
Measurement
Sharing
Elements of DevOps
People
Process
Technology
DevOps Practices
Continuous Integration
Continuous Delivery
Continuous Deployment
Continuous Delivery vs. Continuous Deployment
Is DevOps the End of Ops?
Day 2
Chapter 3: ITIL 101: Concepts and Core Foundation
,Service Management
Products and Services
Organization
People Roles
Defining Value
Outcomes
Costs
Risks
Utility and Warranty
Service Offerings
Service Relationships
Service Provision
Service Consumption
Service Relationship Model
Knowledge Check
Chapter 4: Holistic Approach to Service Management: Four Dimensions
The Four Dimensions
Organizations and People
Bird’s-Eye View of Organization Structures
Not Just Structures, Culture Too!
People Roles and their Responsibilities
Leadership Matters
All Roads Lead to Value
Information and Technology
IT for Actual Services
IT for Service Management
Considerations for Information
Considerations for Technology
Partners and Suppliers
Differentiating Partners and Suppliers
Organization Strategy for Opting for Partners and Suppliers
Introducing Service Integration and Management
Value Streams and Processes
Deciphering Value Streams
Simplifying Processes
PESTLE
Political Factors
Economical Factors
Social Factors
Technological Factors
Legal Factors
Environmental Factors
Knowledge Check
Day 3
Chapter 5: Value Creation with Service Value System
Introducing Service Value System
, Opportunity and Demand
Governance
Service Value Chain
Plan
Engage
Improve
Design and Transition
Obtain/Build
Deliver and Support
Knowledge Check
Chapter 6: Influencing Through Guiding Principles
Focus on Value
Understanding the Service Consumer
Understanding the Service Consumer’s Perspectives
Obtaining Feedback from Customer
Applying the Principles/Learnings
Start Where You Are
Assess the Current State
Measure Everything
Applying the Principles/Learnings
Progress Iteratively with Feedback
Importance of Feedback
Feedback Feeding Iterations
Applying the Principles/Learnings
Collaborate and Promote Visibility
Collaboration Partners
Means of Communication
Expanding Visibility
Applying the Principles/Learnings
Think and Work Holistically
Applying the Principles/Learnings
Keep it Simple and Practical
What to Shelve, What to Keep
Enablers to Simplicity and Pragmatism
Applying the Principles/Learnings
Optimize and Automate
Optimization Practices
Automation Practices
Applying the Principles/Learnings
Knowledge Check
Chapter 7: ITIL’s Management of Practices
Category of Practices
General Management Practices
Service Management Practices
Technical Management Practices
Knowledge Check
