ITIL 4 Foundation TOC:

1. Introduction:

2. Key concepts of service management:

  • a. Service
  • b. Service management
  • c. Value and value co-creation
  • d. Stakeholders
  • e. Products
  • f. Service relationship management

3. The four dimensions of service management:

  • a. Organizations and people
  • b. Information and technology
  • c. Partners and suppliers
  • d. Value streams and processes

4. ITIL Service value system:

  • a. Governance
  • b. Principles
  • c. Service value chain
  • d. Practices
  • e. Continual improvement

5. Principles:

  • a. Focus on value
  • b. Start where you are
  • c. Progress iteratively with feedback
  • d. Think and work holistically
  • e. Collaborate and promote visibility
  • f. Keep it simple and practical
  • g. Optimize and automate

6. Service Value chain:

  • a. Plan
  • b. Engage
  • c. Improve
  • d. Design and transition
  • e. Deliver and support
  • f. Obtain/build

7. Practices:

  • a. General Management practices
  •      i. Continual improvement
  •      ii. Information security management
  •      iii. Supplier management
  •     iv. Relationship management

  • b. Service management practices
  •      i. Change control
  •      ii. IT asset management
  •      iii. Service configuration management
  •     iv. Incident management
  •     v. Problem management
  •     vi. Service desk
  •     vii. Service request management
  •     viii. Service level management
  •     ix. Monitoring and event management
  •     x. Release management

  • c. Technical management practices
  •      i. Deployment management