Introduction:

 

  • • Defining IT Service Management
  • • Reviewing the structure and scope of the Foundation Certification Examination
  • • People, process, technology and partners


    ITIL Concepts
  • • Service Management as a Practice
  • • Concepts of Service Management
  • • The Service life cycle


    Service Strategy
  • • Define Market
  • • Develop Offering
  • • Develop Strategic Assets
  • • Plan for Execution


    Service Design
    • • Service Catalog Management
    • • Service Level Management
    • • Capacity Planning
    • • Availability Planning
    • • IT Service Continuity Planning
    • • Information Security Planning
    • • Supplier Management


    Service Transition
  • • Transition Planning & Support
  • • Change Management
  • • Service Asset and Configuration Management
  • • Release and Deployment Management
  • • Service Validation and Testing
  • • Service Evaluation
  • • Knowledge Management

Service Operation

  • • Event Management
  • • Incident Management
  • • Request Fulfillment
  • • Problem Management
  • • Access Management

    Continuous Service Improvement
  • • Service Reporting
  • • Service Measurement
  • • ROI of Services
  • • Service Level Management



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