1. Introduction
- History of ITIL
- ITIL Qualification scheme
2. Service Management as a practice
- Service
- Service Management
- Processes
- Roles
- Organisation
3. The Service Lifecycle
- The Structure, Scope, Components and Interfaces of the ITIL Library
- ITIL Service Life cycle
4. Service Strategy
- Service Models
- Service Portfolio Management
- Demand Management
- Financial Management
5. Service Design
- Design Coordination
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
6. Service Transition
- Transition Planning and Support
- Change Management
- Service Asset and Configuration Management (SACM)
- Release and Deployment Management
- Service Knowledge Management
7. Service Operation
- Incident Management
- Event Management
- Request Fulfilment
- Problem Management
- Access Management
- Functions:
- Service Desk
- Application Management
- Technical Management
- Operations Management
8. Continual Service Improvement
- The Continual Service Improvement Model
9. Technology and Architecture
- Generic requirements for an integrated set of Service Management Technology
- Understand how Service Automation assists with integrating Service Management processes
10. Related Standards and Frameworks
- Understanding how ITIL relates to:
- COBIT®
- PRINCE2®
- ISO/IEC 20000
- ISO 27000
- SixSigma
- CMMI
11. Exam Preparation
- Examination techniques
- Mock exams
