Course Outline
Course Description
Thank you for reading this post, don't forget to subscribe!I. Service Management as a Practice
a. Complimentary Industry Standards
b. What is IT Service Management
II. The ITIL Lifecycle
a. Phase Objectives
b. Key Elements to Each Phase
c. Business Benefits
III. Service Strategy
a. Detailed Objectives
b. Key Processes (Financial, Demand Management, etc.)
IV. Service Design
a. Detailed Objectives
b. Key Processes (SLM, Catalogue, Availability, Capacity and IT Service Continuity Management)
c. Key Terms and Definitions
V. Group Exercise
a. Evaluation of Topics Covered and How to Apply to Them to Your Organization
VI. Service Transition
a. Detailed Objectives
b. Key Processes (Change, Release and Configuration Management)
c. Business Value
VII. Service Operations
a. Detailed Objectives
b. Key Processes (Event, Request Fulfillment, Incident, Problem Management)
c. Key Functions (Service Desk, Technical and Application Management)
d. Business Value
VIII. Continual Service Improvement
a. Detailed Objects
b. Business Value
X. Group Exercise
a. Evaluation of Topics Covered and How to Apply to Them to Your Organization