Detailed Course Outline
Module 1: ITIL Foundation Introduction
- ITIL foundation training
- ITIL qualification scheme
- Exercise — the Arora family
Module 2: Service Management as a Practice
- Best practices in the public domain
- ITIL as a good practice
- Concept of service
- Concept of service management
- Processes and functions
- The RACI model
- Roles and responsibilities
- Exercise — the lost laundry
Module 3: Service Lifecycle
- The service lifecycle basic concepts:
- Strategy
- Service design
- Transition
- Operation
- CSI
- Exercise — the new swimming pool
Module 4: Service Strategy
- Basic concepts of service strategy
- Principles and models of service strategy
- Processes of service strategy
- Service portfolio management
- Financial management for IT services
- Business relationship management
Module 5: Service Design
- Basic concept of service design
- Principles and models of service design
- Service solutions for new or changed services
- Management information systems and tools
- Technology architectures and management architectures
- Processes required
- Measurement methods and metrics
- Processes of service design
- Design coordination
- Service level management
- Service catalogue management
- Availability management
- Information security management
- Supplier management
- Capacity management
- IT service continuity management
- Exercise — crossword
Module 6: Service Transition
- Change management
- Service asset and configuration management
- Release and deployment management
- Transition planning and support
- Knowledge management
- Exercise — crossword
Module 7: Service Operation
- Event management
- Incident management
- Request fulfilment
- Problem management
- Access management
- Service operations functions
- Service desk function
- The technical management function
- The application management function
- The IT operation management function
- Exercise — complaint handling and service recovery
Module 8: Continual Service Improvement (CSI)
- Basic concepts of CSI
- Principles and models of CSI
- CSI process
- Exercise — crossword
Module 9: Technology and Architecture
- Service automation
- Competence and skills for service management
- Competence and skills framework
Module 10: Exam Preparation