Course Outline

•  Introduction to Service Management
•  The importance of Service Management
•  Definition of a Service and Service Management
•  The need for a service culture
•  Service Management as a practice
•  The Service Lifecycle
•  Objectives and business value for each phase of the lifecycle

Main goals and value to the business provided by each lifecycle phase:

•  Service Strategy
•  Service Design
•  Service Transition
•  Service Operation
•  Continual Service Improvement

Key Principles and models of ITSM

•  Types of service providers
•  Five major aspects of Service Design
•  Service V model
•  Continual Service Improvement model
•  Processes and Functions
•  Characteristics of a process

Objectives, business value, basic concepts, roles and interfaces of:

•  Service Portfolio Management
•  Service Level Management
•  Incident Management
•  Change Management

Objectives and basic concepts of:

•  Demand Management
•  Financial Management
•  Service Catalogue Management
•  Availability Management
•  Capacity Management
•  Supplier Management
•  Information Security Management
•  IT Service Continuity Management
•  Service Asset and Configuration Management
•  Release and Deployment Management
•  Event Management
•  Problem Management
•  Request Fulfillment
•  Access Management
•  The 7 step improvement process

Overview of the functions:

•  Service Desk
•  Application Management,
•  Operations Management
•  Technical Management

Organization structure and key roles

Technology and Architecture