Service Management Defined

1. IT services and what they really do

2. How IT services deliver value to customers

3. Value and importance of IT Service Management

4. Supporting Service Management frameworks, methodologies and standards

ITIL Introduction and “Logistics”

1. Good practices

2. ITIL qualification scheme, bodies, and certifications

Service Strategy

1. Design, develop, and implement service management

2. Service management as a strategic asset

3. Setting objectives and expectations to achieve required and agreed business outcomes

4. Processes and activities that support the lifecycle phase

Service Design

1. Convert strategy into services

2. Design and develop services, supporting processes, technology and architecture

3. Design principles and methods

4. Processes and activities that support the lifecycle phase

Service Transition

1. Develop and improve transition capabilities

2. Manage change complexity and risk mitigation activities

3. Prevent undesired results while enabling innovation

4. Processes and activities that support the lifecycle phase

Service Operation

1. Effectively and efficiently deliver support services

2. Ensure value to customer and service provider

3. Maintain stability while allowing for change

4. Processes, functions and key concepts that support the lifecycle phase activities

Continual Service Improvement

1. Ensure value for customers in improvements

2. Importance of measures & metrics to the improvement of services

3. Link improvement efforts to strategy, design, and transition

4. Processes and main activities of CSI

Exam-Taking Tips

1. Important techniques to help you pass your exam

2. Multiple sample exams and exercises to test knowledge and ability to apply best practices