TOPICS

Course Outline
1. Introduction
Key service management concepts and definitions
Stages of the lifecycle
2. Service Strategy
Purpose of the service strategy lifecycle stage
Value of service strategy to the business
Basics concepts related to service strategy
Service portfolio and the components of the service portfolio
Service strategy processes
3. Service Design
Purpose and objectives of the service design lifecycle stage
Value of service design to the business
Basic concepts related to service design
Service design processes
4. Service Transition
Purpose of the service transition lifecycle stage
Business value of service transition
Service transition processes
5. Service Operation
Purpose of the service operation lifecycle stage
Basic concepts related to service operation
Purpose, objectives, scope, and basic concepts for incident management and problem management
Functions of service operations
6. Continual Service Improvement (CSI)
Purpose of the CSI lifecycle stage
Business value of CSI
Purpose and objectives of the seven step improvement process
Deming Cycle.