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