Lesson 1:
Introduction
Description:
The IT Infrastructure Library
The Service Lifecycle
The RACI Model and Organizational Structure
General Terms
Senior Roles
The 4 P's
The Value Approach
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Lesson 2:
Service Strategy
Description:
The Four Main Activities in the Service Strategy process
Service Portfolio Management (SPM) -- Overview
Demand Management -- Overview
Financial Management -- Overview
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Lesson 3:
Service Design
Description:
The Five Major Aspects of Service Design
The Service Level Management (SLM) Process
Service Catalogue Management -- Overview
Availability Management -- Overview
Information Security Management (ISM) -- Overview
Supplier Management -- Overview
Capacity Management -- Overview
IT Service Continuity Management -- Overview
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Lesson 4:
Service Transition
Description:
The Service V model
The Change Management Process
Service Asset and Configuration Management (SACM) -- Overview
Release and Deployment Management -- Overview
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Lesson 5:
Service Operation
Description:
Conflicting balances in Service Operation
The Role of Communication in Service Operation
Operational Functions
The Incident Management Process
Event Management -- Overview
Request Fulfillment -- Overview
Problem Management -- Overview
Access Management – Overview
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Lesson 6:
Continual Service Improvement
Description:
The Continual Service Improvement Model
The Plan, Do, Check and Act (PDCA) Model -- control and manage quality
The Seven Step Improvement Process
Measurement for Improvement
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Lesson 7:
Conclusion
Description:
Integrated Service Management Technology Requirements
Service Automation helping to integrate processes
IT Governance
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