1. Service management as a practice
1.1 Why is ITIL so successful?
1.5 Stakeholders in service management
1.6 Processes, functions and role
2. The ITIL Service Life Cycle
3.1 Purpose of Service Strategy
3.2 Objectives of service Strategy
3.5 Basic concepts in Service Strategy
3.6 Processes
3.6.1 Service Portfolio management
3.6.2 Financial Management for IT services
3.6.3 Business Relationship Management Process (BRM)
4.2 Objectives of Service Design
4.5 Four P’s of Service Design
4.6 Five major Design aspects of Service Design
4.7 Basic concepts in Service Design Processes
4.8 Processes
4.8.1 Service Level Management (SLM)
4.8.2 Service Catalogue Management (SCM)
4.8.3 Availability Management
4.8.4 Information Security Management
4.8.5 Supplier Management
4.8.6 Capacity Management
4.8.7 The IT Service Continuity Management
4.8.8 Design Co-ordination Process
5.1 Purpose of Service Transition
5.2 Objectives of Service Transition
5.3 Scope of Service Transition
5.5 Basic Concepts in Service Transition Processes
5.6 Processes
5.6.1 Change Management Process
5.6.2 Release and Deployment Management Process
5.6.3 Knowledge Management Process
5.6.4 Service Asset and Configuration Management Process (SACM)
5.6.5 Transition Planning and Support Process
6.1 Purpose of Service Operation
6.2 Objectives of Service Operation
6.3 Scope of Service Operation
6.5 Processes
6.5.1 Incident Management Process
6.5.2 Problem Management Process
6.5.3 Event Management Process
6.5.4 Request Fulfillment Process
6.5.5 Access Management Process
7. Continual Service Improvement (CSI)
7.1 Purpose of CSI
7.3 Scope of CSI
7.7 Relationship between CSI and KPI’s7.8 Baselines
7.9 Types of Metrics
7.10 Processes
7.10.1 The Seven Step Improvement Process
8. Functions
8.2 The Technical Management Function
8.3 Application Management Function
8.4 The IT Operations Management Function
9. Roles
9.1 Process owner
9.2 Process manager
9.4 Service owner
9.5 RACI model
10. Technology and Architecture
10.1 Role of automation
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