TOPICS

Course Outline
1. Service Management Defined
IT services and what they really do
How IT services deliver value to customers
Value and importance of IT service management
2. ITIL Introduction
Good practices
Ease ITIL adoption
ITIL qualification scheme, bodies, and certifications
3. Service Strategy
Design, develop, and implement service management
Service management as a strategic asset
Setting objectives and expectations
Identify and select prioritization opportunities
4. Service Design
Design and develop services
Develop processes
Design principles and methods
Convert strategy into services
5. Service Transition
Develop and improve capabilities
Improved methods for transitioning new and changed services into operation
Manage the complexity related to changes
Prevent undesired results while enabling innovation
6. Service Operation
Effectively and efficiently deliver support services
Ensure value to customer and service provider
Maintain stability while allowing for change
Organize to improve IT support to customers
7. Continual Service Improvement
Create and maintain value for customers
Importance of better design, introduction, and operation of services
Improving service quality, business continuity, and IT efficiency
Link improvement efforts to strategy, design, and transition
8. Exam-Taking Tips
Important techniques to help you pass your exam.