I. Introduction to ITIL and IT Service Management

History

Important Terms

The ITIL Lifecycle Model

• Service Strategy Overview
• Service Design Overview
• Service Transition Overview
• Service Operation Overview
• Continual Service Improvement Overview
• Service Lifecycle Key Links

Service Management Model

Case Study ITIL Lifecycle in the Case Study Organization

Exercise: ITIL Lifecycle in My Organization

Exam Questions ITIL & Service Management

II. Service Strategy

Goals and Objectives

Key Concepts

• Service Assets
• Delivering Business Value to Customers
• Making Service Strategy Decisions
• Service Provider Types

Processes

• Demand Management
• Financial Management

Case Study Apply Service Strategy concepts to the Case Study Organization

Exercise: Apply Service Strategy concepts to My Organization

Exam Questions Service Strategy

III. Service Design

Goals, Objectives & Value to the Business

Key Concepts

• 4 Ps of Service Design
• 5 Service Design Aspects
• Service Design Package

Processes

• Service Catalog Management
• Service Level Management
• Service Level Management Activities
• Interfaces to other ITSM Processes
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management

Technology Considerations

• Case Study Apply Service Design concepts to the Case Study Organization
• Exercise: Apply Service Design concepts to My Organization
• Exam Questions Service Design

IV. Service Transition

Goals, Objectives & Value to the Business

Processes

• Change Management
• Change Management Concepts
• Change Management Key Activities
• Interfaces to other ITSM Processes
• Service Asset and Configuration Management
• SACM Activities
• Interfaces to other ITSM Processes
• Knowledge Management
• Release and Deployment Management
• Case Study Apply Service Transition concepts to the Case Study Organization
• Exercise: Apply Service Transition concepts to My Organization
• Exam Questions Service Transition

V. Service Operation

Goals, Objectives & Value to the Business

Communication in Service Operation

Processes

• Event Management
• Incident Management
• Incident Management Activities
• Interfaces to other ITSM Processes
• Request Management
• Problem Management
• Problem Management Activities
• Interfaces to other ITSM Processes
• Access Management

Service Operation Functions

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

Case Study Apply Service Operation concepts to the Case Study Organization

Exercise: Apply Service Operation concepts to My Organization

Exam Questions Service Operation

VI. Continual Service Improvement

• Goals and Obectives
• Key Concepts
• The Deming Cycle
• Continual Service Improvement Model
• IT Governance
• Organizational Roles

Case Study Apply Continual Service Improvement concepts to the Case Study Organization Exercise: Apply Continual Service Improvement concepts to My Organization

Exam Questions Continual Service Improvement