Course Outline IT Service Management

Sesion #

Topic Introduction to ITSM The Four Perspectives (Attributes) of ITSM Benefits of ITSM Business and IT Alignment What is ITIL? What are Services? Processes & Functions Defining Processes Defining Functions Connecting Processes and Functions The Service Lifecycle Mapping the Concepts of ITIL to the Service Lifecycle How does the Service Lifecycle work? Service Strategy Objectives Major Concepts Creating Service Value Service Packages Service Level Packages Service Strategy Processes Service Portfolio Management Financial Management Demand Management ... Service Strategy Summary and Scenario Service Design Objectives Major Concepts Five Major Aspects of Service Design Service Design Packages Service Design Processes Service Level Management Supplier Management Service Catalogue Management

5 6 7 8

10 11

Sesion # 12 13 14 15 16 Capacity Management Availability Management IT Service Continuity Management Information Security Management

Topic

Service Design Summary and Scenario Service Transition Objectives Service Transition Processes Knowledge Management Service Asset and Configuration Management Change Management Release and Deployment Management Service Validation and Testing

17

18 19