Introduction to Service Management Lifecycle Preview
Principles of IT Service Management Preview
Objectives
IT Service Management Best Practices
Public and Proprietary Practices
Knowledge Check
Service Introduction
Service Management
Service Management Practice
Challenges in Service Management
Benefits of IT Service Management
Stakeholders in Service Management
Internal and External Customers
Internal and External Services
Process
Process Characteristics
Functions Related to Service Management
How Processes and Functions Operate
Roles in Service Management
RACI Model
Types of Service Providers
Supplier and Contracts

The Service Lifecycle
Objectives
Components of Service Management Lifecycle
Interactions in the Service Lifecycle
Relationship between Governance and ITSM

Service Strategy
Introduction to Service Strategy
Objectives
Service Strategy Overview
Service Strategy Processes
Types of Services
Service Strategy Customers and Users

Objectives
Service Utility and Warranty
Service Assets
Knowledge Check
Value Creation
Factors that Influence Customer Perception of Value
Customer Perception of Value
Business Outcomes
Service Packages
Business Case and Its Uses
Business Case Structure
Risk
Service Management Technology and Automation
Automation Benefits
Service Management Tools

Objectives
Demand Management Overview
Managing Demand for Services
PBA and UP
Service Portfolio Management Introduction
Service Portfolio Management Overview
Service Portfolio Components
Service Portfolio Management Process
Financial Management Overview
Financial Management Activities
Financial Management Benefits
Knowledge Check
Business Relationship Management Overview
BRM External and Internal Service Providers
Business Relationship Manager Responsibility

Introduction to Service Design
Objectives
Service Design Overview
Roles in Service Design

Objectives
4 P’s of Service Design
Major Aspects of Service Design

Objectives
Service Catalogue Management Overview
Service Catalogue Management Two View Structure
Service Catalogue Management Three View Structure
Service Catalogue Management Three View Structure (contd.)
Role of Service Catalogue Manager
Service Level Management Overview
Service Level Management Process Activities
Service Level Management Key Terms
Relationship between Service Catalogues and Agreements
Service Level Management Designing SLA Structures
Service Level Management Designing SLA Structures (contd.)
Content Of an SLA
Service Level Management Service Review
Service Improvement Program
Interfaces To Service Level Management
Service Level Management Vs. Business Relationship Management
Supplier Management Overview
Supplier And Contract Management Information System
Supplier Management And Service Level Management
Supplier Categorisation
Role Of Supplier Manager
Capacity Management Overview
Capacity Management Process Activities
Sub Processes in Capacity Management
Capacity Management Capacity Plan
Availability Management Overview
Availability Management Key Terms
Availability Management Expanded Incident Lifecycle
Concepts Related To Expanded Incident Lifecycle
IT Service Continuity Management Overview
IT Service Continuity Management Key Terms
IT Service Continuity Management lifecycle Activities
Information Security Management Overview
Information Security Framework
IT Security Policy
Information Security Management System
Design Coordination Overview
Design Coordination And Governance

Service Transition
Objectives
Service Transition Overview
Configuration Item
Configuration Management System

Objectives
Introduction to Service Transition Processes
Transition Planning and Support
Introduction to Change Management
Change Management Overview
Change Model
Types of Change
Key Terminologies
Change Proposal
Change Management Process Change Flow
Change Advisory Board
Change Manager Responsibilities
7 R’s of Change Management
Change Metrics
Key Challenges in Change Management
Service Asset and Configuration Management
Knowledge Check
Configuration Baseline and Database
Definitive Media Library
CMDB and DML
Secure Library and Secure Stores
SACM Logical Model
Relationship between CMDB, CMS and SKMS
Knowledge Check
Introduction to Release and Deployment Management
Release and Deployment Management Overview
Release Policy
Types of Releases
Release and Deployment Approaches
RDM Phases
Introduction to Knowledge Management
Knowledge Management Overview
Data Information Knowledge Wisdom

Introduction to Service Operations
Objectives
Service Operations Overview
Role of Communication
Types of Communication
Events
Alerts and Incidents
Problems and Workarounds
Known Error and Known Error Database
Priority

Objectives
Event Management Overview
Event Management Process Activities
Event Logging and Filtering
Manage Exceptional Events
Manage Informational and Warning Events
Knowledge Check
Incident Management Overview
Incident Management Basic Concepts
Incident Management Process Flow
Process Interfaces
Problem Management Overview
Types of Problem Management Processes
Knowledge Check
Reactive Problem Management Process Flow
Problem Management-Interface with Other Processes
Request Fulfillment Overview
Service Request
Access Management Overview

Objectives
Service Desk Overview
Local Service Desk
Centralised Service Desk
Virtual Service Desk
Follow The Sun Service Desk
Specialised Service Desk
Service Desk Staffing
Service Desk Skills Required
Service Desk Metrics
Technical Management Overview
Application Management Overview
Application Management vs. Application Development
IT Operations Management Overview

Continual Service Improvement
Objectives
CSI Overview

Objectives
CSI and Organisational Change
CSI Register
Service Measurement
CSI Monitor and Measure
Types of Metrics
CSI Measurement and Metrics
CSF and KPI Examples
CSI PDCA Deming Cycle
Seven-Step Improvement Process Overview
Seven-Step Improvement Process Scope
Seven-Step DIKW Model
CSI Model