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