I. Introduction to ITIL® and IT Service Management
- History
- ITIL Terms
- The ITIL Service Lifecycle Model
- Service Strategy Overview
- Service Design Overview
- Service Transition Overview
- Service Operation Overview
- Continual Service Improvement Overview
- Service Life Cycle Key Links
- Service Management Model
Case Study: ITIL Life Cycle in the Case Study Organization
Exam Questions: ITIL & Service Management
II. Continual Service Improvement
- Purpose, Objectives, Scope and Value of Continual Service Improvement
- ITIL Terms & Concepts
- Service Management Functions
- Service Desk
- IT Operations Management
- Technical Management
- Application Management
- Continual Service Improvement Key Concepts
- The Deming Cycle
- Continual Service Improvement Approach
- Metrics
- Continual Service Improvement Process
- The Seven-Step Improvement Process Overview
Case Study: Apply Continual Service Improvement concepts to the Case Study Organization
Exam Questions: Continual Service Improvement
III. Service Operation
- Purpose, Objectives, Scope and Value of Service Operation
- Processes
- Incident Management
- Purpose, Objectives, Scope, Basic Concepts
- Incident Management Activities
- Interfaces to other ITSM Processes
- Problem Management Overview
- Purpose, Objectives, Scope, Basic Concepts
- Problem Management Activities
- Interfaces to other ITSM Processes
- Event Management Overview
- Request Fulfillment Overview
- Access Management Overview
Case Study: Apply Service Operation concepts to the Case Study Organization
Exam Questions: Service Operation
IV. Service Transition
- Purpose, Objectives, Scope and Value of Service Transition
- Processes
- Transition Planning and Support Overview
- Change Management
- Purpose, Objectives, Scope, Basic Concepts
- Change Management Key Activities
- Interfaces to other ITSM Processes
- Release and Deployment Management Overview
- Service Asset and Configuration Management Overview
- Knowledge Management Overview
Case Study: Apply Service Transition concepts to the Case Study Organization
Exam Questions: Service Transition
V. Service Design
- Purpose, Objectives, Scope and Value of Service Design
- Key Concepts
- 4 P’s of Service Design
- 5 Service Design Aspects
- Service Design Package
- Processes
- Design Coordination Overview
- Service Catalog Management Overview
- Service Level Management
- Purpose, Objectives, Scope, Basic Concepts
- Service Level Management Activities
- Interfaces to other ITSM Processes
- Supplier Management Overview
- Capacity Management Overview
- Availability Management Overview
- IT Service Continuity Management Overview
- Information Security Management Overview
Case Study: Apply Service Design concepts to the Case Study Organization
Exam Questions: Service Design
VI. Service Strategy
- Purpose, Objectives, Scope and Value of Service Strategy
- Processes
- Service Portfolio Management Overview
- Business Relationship Management Overview
- Financial Management for IT Services Overview
Case Study: Apply Service Strategy concepts to the Case Study Organization
Exam Questions: Service Strategy
VII. Wrap-Up and Review
- The ITIL Service Lifecycle Model Review
- Service Strategy Review
- Service Design Review
- Service Transition Review
- Service Operation Review
- Continual Service Improvement Review
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