Our course provides IT leaders, practitioners, support staff of the organization, or individuals with complete information and practices to understand the key concepts and languages of the program.

• The course objective
• Overview of ITIL
• Why ITIL is successful
• ITIL 2011 Components
• ITIL Core Publications
• ITIL V3 Credit System
• ITIL V3 Exam details

• IT Service Management Best Practices
• Public and Proprietary Practices
• Service Introduction
• Service Management: Practices, Challenges and Benefits
• Stakeholders in Service Management
• Internal and External Customers and Services
• Process: Characteristics
• Functions Related to Service Management
• How Process and Functions Operate
• Roles in Service Management
• RACI Model
• Types of Service Providers
• Suppliers and Legal Agreements

• Components of Service Management Lifecycle
• Interactions in Service Lifecycle
• Relationship between Governance and ITSM

• Service Strategy: Purpose, Objective, Scope, Value for Business
• Service Strategy Processes
• Type of Services
• Service Strategy: Customers and Users

• Service Utility and Warranty
• Service Assets
• Value Creation
• Factors that Influence Customer Perception of Value
• Business Outcome
• Service Packages
• Business Case and its Uses
• Simple Business Case Structure
• Risk
• Service Management Technology and Automation
• Automation Benefits
• Service Management Tools

• Demand Management Process – Purpose, Objective, Scope
• Managing Demand for Services
• Patterns of Business Activities and User Profiles
• Service Portfolio Management-Introduction, Purpose, Objective, Scope
• Service Portfolio- Component Diagram, Process
• Financial Management for IT Service - Purpose, Objective, Scope, Activities, Benefits
• Business Relationship Management – Purpose, Objective, Scope
• BRM- External and Internal Service Providers
• Business Relationship Manager - Responsibilities

• Service Design Purpose, Objective, Scope
• Service Design- Value for Business
• Roles in Service Design

• Four P’s of Service Design
• Five Major Aspects of Service Design
• Service Design Package

• Service Catalogue Management- Purpose, Objective, Scope, Two View Structure, Three View Structure
• Role of Service Catalogue Manager
• Service Level Management- Purpose, Objective, Scope, Process Activities, Key Terms
• Service Level Management- Relationship Between Service Catalogue and Agreements
• Service Level Management – Design SLA Structure
• Content of an SLA, Service Review
• Service Improvement Program
• Service Level Management vs Business Relationship Management
• Supplier Management- Purpose, Objective, Scope
• Supplier and Contract Management Information System
• Supplier Management and Service Level Management
• Role of Supplier Manager
• Capacity Management – Purpose, Objective, Scope, Process Activity, Sub processes
• Business Capacity Management
• Service Capacity Management
• Component Capacity Management
• Capacity Management- Capacity Plan
• Availability Management
• Concepts related to Expanded Incident Lifecycle
• IT Service Continuity Management
• Information Security Management and Framework
• IT Security Policy
• Information Security Management
• Design Coordination and Governance

• Service Transition
• Configuration Item
• Configuration Management System

• Introduction to Service Transition Process
• Transition Planning and Support
• Change Management and Model
• Change Advisory Board and Change Manager
• 7 R’s of Change Management
• Change Matrix
• Service Asset and Configuration Management
• Configuration Baseline and Database
• Definitive Media Library
• CMDB and DML
• Secure Library and Secure Stores
• SACM – Logical Model
• Relationship Between CMDB, CMS and SKMS
• Release and Deployment Management Process
• Release Policy
• Release and Deployment Approaches
• RDM Phases
• Release Management
• Knowledge Management
• Sata-Information-Knowledge-Wisdom (DIKW)

• Service Operation
• Role and Types of Communication

• Event Management
• Event Logging and Filtering
• Managing Exceptional Events
• Alerts and Incidents
• Incident Management
• Priority
• Process Interfaces
• Problem Management
• Known Errors and Known Error Database
• Types of Problem Management Processes
• Request Fulfilment
• Service Request
• Access Management

• Service Desk
• Technical Management Function
• Application Management
• IT Operations Management

• Continual Service Improvement

• CSI Organizational Change
• CSI Register
• Service Measurement
• CSI- Monitor and Measure
• Type of Metrics
• CSI-Measurement and Metrics
• PDCA-Deming Cycle
• Seven-Step Improvement Process
• Seven Step SIKW Model
• CSI Approach