Service Management Defined

• IT services and what they really do
• How IT services deliver value to customers
• Value and importance of IT service management

Introduction to ITIL

• ITIL Basics
• The Service Lifecycle
• Good practices
• Ease of ITIL adoption
• ITIL qualification scheme, bodies, and certifications

Service Strategy

• Design, develop, and implement service management
• Service management as a strategic asset
• Setting objectives and expectations
• Identify and select prioritization opportunities
• Basic Concepts of the Service Strategy Phase
• The Financial Management Process
• The Service Portfolio Management Process
• The Demand Management Process
• The Business Relationship Management Process

Service Design

• Basic Concepts of Service Design
• Design and develop services
• Develop processes
• Design principles and methods
• Convert strategy into services
• The Service Level Management Process
• The Service Catalog Management Process
• The Availability Management Process
• The Capacity Management Process
• The Information Security Management Process
• IT Service Continuity Management
• The Supplier Management Process

Service Transition

• Basic Concepts of Service Transition
• Develop and improve capabilities
• Improved methods for transitioning new and changed services into operation
• Manage the complexity related to changes
• Prevent undesired results while enabling innovation
• The Change Management Process
• The SACM Process
• The Release and Deployment Management Process
• The Knowledge Management Process

Service Operation

• Basic Concepts of Service Operation
• Effectively and efficiently deliver support services
• Ensure value to customer and service provider
• Maintain stability while allowing for change
• Organize to improve IT support to customers
• The Event Management Process
• The Incident Management Process
• The Problem Management Process
• The Request Fulfillment Process
• The Access Management Process

Service Operation Functions

• The Service Desk Function
• The Technical Management Function
• The IT Operations Management Function
• The Application Management Function

Continual Service Improvement

• Purpose, Objectives, and Scope of CSI
• CSI Principles and Approach
• Value to the Business
• Create and maintain value for customers
• Importance of better design, introduction, and operation of services
• Improving service quality, business continuity, and IT efficiency
• Link improvement efforts to strategy, design, and transition
• The Deming Cycle
• The 7-step Improvement Model
• The role of measurement (baselines and types of metrics)
• Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)

Exam-Taking Tips

• Important techniques to help you pass your exam
• Exam Review