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Course Outline
Introduction
- Introduction/Housekeeping
- Introduction to key ITIL concepts
- IT as a Service
- Introduction to processes and process management
- The Service Lifecycle approach
Service Strategy
- Purpose, goal, objectives & Scope
- Value Creation through Services
- Assets - Resources and Capabilities
- Service Strategy - Main activities
- Service Strategy processes
- Service Portfolio management
- Demand management
- Financial management
- Business Relationship Management
Service Design
- Purpose, goal, objectives & Scope
- Service Design processes
- The 4 P's
- Service Design aspects
- Service Catalog Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Service Portfolio
- Information Security Management
- Supplier management
- Design Coordination
Service Transition
- Purpose, goal, objectives & Scope
- Service Transition value to the business
- Technology and architecture in Service Transition
- Service Transition Processes
- Change Management
- The 7 R's of Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Knowledge Management
Service Operation
- Purpose, goal, objectives & Scope
- Service Operation definitions
- The Service Desk
- Technical Management
- Application Management
- IT Operations Management
- Service Operations Processes
- Event Management
- Request Fulfillment
- Problem Management
- Access Management
Continual Service Improvement
- Purpose, goal, objectives & Scope
- Models and Processes
- The Deming Cycle
- Measurement and metrics
- Continual Service Improvement activities
- Risk management
- Continual Service Improvement interfaces
- Interface with Service Level Management
Exam Preparation
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