1. Introduction to IT Service Management Business and Managerial Issues
- Lifecycle positioning and transition
- Distinguishing open-loop vs. closed-loop systems
- The relationship between the business and IT
- Achieving business value with people, process and functions
2. Managing the Planning and Implementation of IT Service Management
- Key activities and policy consideration
- Directing, controlling and evaluating
3. Management of Strategic Change
- Identifying the business benefits and resource planning
- Controlling quality
- Strategic influencing
- Customer liaison
4. Risk Management
- Evaluating risk
- Controlling risk
5. Understanding Organisational Challenges
- Addressing organisational challenges
- Knowledge Management
6. Service Assessment
- Measuring value
- Monitoring and reporting
- Service Portfolio assessment
7. Industry Guidance and Tool Strategies
- Industry standards
- Tool strategies
