Chapter 01 - Introduction to ITSM

• Introduction to ITSM
• IT's Total Cost of Ownership (TCO)
• ITSM's Value to the Business
• IT Service Management (ITSM)
• Critical Success Factors (CSF)
• Need to Know ITSM Concepts
• IT Service Provider Model
• IT Service Provider Domain Map
• IT Governance

Chapter 02 - Introduction to ITSM

• IT Service Lifecycle Management
• IT Resource Management
• IT Resource Management
• IT Quality Management
• IT Security Management
• IT Service Provider Capability Model
• The Service Provider Model Deployed
• Good Practice
• Service
• Function-Process-Role
• Review

 Chapter 03 Introduction to ITIL Version 3

• Introduction to ITIL Version 3
• ITIL History
• ITIL Description
• ITIL v3 Service Lifecycle
• ITIL v3 Service Lifecycle Management Processes
• Managing Services with ITIL
• Review

 

Chapter 04 - Service Strategy

• Service Strategy
• The Service Lifecycle
• Service Strategy Objective
• Service Strategy Processes
• Service Strategy - Principles
• Value Creation

 

Chapter 05 - Service Strategy

• Utility & Warranty
• Service Assets
• Service Provider Types
• Service Portfolio
• Service Portfolio Management
• Review

 

Chapter 06 - Service Design

• Service Design
• The Service Lifecycle
• ITSM Service Design Objective
• Service Design Processes
• Service Design Principles
• Service Portfolio Design

 

Chapter 07 - Service Design

 

• Technology Design
• Process Design
• Measurement Design
• Service Provider Models
• Review

 

Chapter 08 - Service Transition

 

• Service Transition
• The Service Lifecycle
• Service Transition Objective
• Service Transition Processes

 

Chapter 09 - Service Transition

• Service Transition Goals
• Service Transition Value to the Business
• Review

 

Chapter 10 - Service Operation

• Service Operation
• The Service Lifecycle
• Service Operation Objective
• Service Operation Processes
• Service Operation Technology Domains

 

Chapter 11 - Service Operation

 

• Service Operation Management Domains
• Service Operation Goals
• Service Operation Principles
• Service Operation Value to the Business
• Review

 

Chapter 12 - Continual Service Improvement

 

• Continual Service Improvement
• The Service Lifecycle
• CSI Objective
• CSI Model
• CSI Goal
• The Principles of CSI
• CSI Benchmarks

 

Chapter 13 - Continual Service Improvement

 

• Ownership
• Drivers
• Service Level Management
• Continual Improvement
• Service Measuring & Reporting Frameworks
• Review
• Course End & Overall Discussion

 

Curriculum