INTRODUCTION
Introduction/Housekeeping
Introduction to key ITIL concepts
IT as a Service
Introduction to processes and process management
The Service Lifecycle approach
SERVICE STRATEGY
Purpose, goal, objectives & Scope
Value Creation through Services
Assets - Resources and Capabilities
Service Strategy - Main activities
Service Strategy processes
Service Portfolio management
Demand management
Financial management
Business Relationship Management
SERVICE DESIGN
Purpose, goal, objectives & Scope
Service Design processes
The 4 P's
Service Design aspects
Service Catalog Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Service Portfolio
Information Security Management
Supplier management
Design Coordination
SERVICE TRANSITION
Purpose, goal, objectives & Scope
Service Transition value to the business
Technology and architecture in Service Transition
Service Transition Processes
Change Management
The 7 R's of Change Management
Service Asset and Configuration Management
Release and Deployment Management
Knowledge Management
SERVICE OPERATION
Purpose, goal, objectives & Scope
Service Operation definitions
The Service Desk
Technical Management
Application Management
IT Operations Management
Service Operations Processes
Event Management
Request Fulfillment
Problem Management
Access Management
CONTINUAL SERVICE IMPROVEMENT
Purpose, goal, objectives & Scope
Models and Processes
The Deming Cycle
Measurement and metrics
Continual Service Improvement activities
Risk management
Continual Service Improvement interfaces
Interface with Service Level Management
EXAM PREPARATION
Sample Exams
Feedback
Recap