Week 1. Service Support (5 days)

• Covers operational processes:
• Service Desk
• Configuration Management
• Incident Management
• Problem Management
• Change Management
• Release Management
• Subjects addressed:
• Case study introduction
• Detailed review of the 5 operational processes and function
• Defining management information
• Designing an organization that manages all processes
• Defining an implementation plan
• Defining processes and procedure for an organization
• Integration between the processes
• Review of the benefits of the processes for an organization
• Gaining commitment within organizations

Week 2: Service Delivery (5 days)

• Covers tactical processes:
• Financial Management for IT Services
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Service Level Management
• Subjects addressed:
• Case study introduction
• Detailed review of the 5 tactical processes
• Creating a Service Level Agreement
• Designing processes and procedures within organizations
• Integration between the processes
• Review of the benefits of the processes for an organization
• Gaining commitment within organizations
• Defining management information

Week 3: (5 days)

• Two days of exam prep
• One day of study
• Two days for exam