ITIL® V3 Foundation Program Certification Program
Introduction to Service Management
• The evolution of Service management
• Definition of Service and Service Management
• Service Management as best practice
• The importance of adopting a service and continual improvement culture and approach
• Interface to other framework and standards (i.e. ISO/IEC 20000)
The Service Lifecycle
• Objectives and business value
• The main components (the new books) within the 5 stages in the lifecycle:
o Service Strategy
o Service Design
o Service Transition
o Service Operation
o Continual Service Improvement
Key Principles of IT Service Management
• Types of service providers
• Five key aspects of Service Design
• The 7 “Rs” of Change Management
• Service “V” model
• Continual Service Improvement model
• The need for IT Governance and control
• Process development characteristic and guidelines
Basic concept, objectives and activities of:
• Service Portfolio Management
• Service Level Management
• Incident Management
• Change Management
• Demand Management
• Financial Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Supplier Management
• Information Security Management
• IT Service Continuity Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Event Management
• Problem Management
• Request Fulfillment
• Access Management
• The 7 step improvement process
Overview of the functions
• Service Desk
• Application Management,
• Operations Management
• Technical Management
Organization structure
• Key roles and responsibilities
• Technology and Architecture considerations