Part One - Introduction
· What is ITIL?
· Core Volumes of ITIL
· The Concept of Best Practice
· What is Service Management?
· Service as a Concept
· Types of Service
· Processes, Functions and Roles
· Service Management Personnel
Part Two – The ITIL Service Lifecycle – Service Strategy
· Purpose and Objectives of Service Strategy
· Creating Value
· Service Utility and Warranty
· Assets
· Service Assets and Value Creation
· Service Provider types
Part Three – The ITIL Service Lifecycle – Service Design
· Purposes and objectives of Service Design
· Value to the Organisation
· The five aspects of Design
· The Four P’s of Service Management
· The RACI Matrix
· The Service Design Package
Part Four – The ITIL Service Lifecycle – Service Transition
· Purpose and Objectives of Service Transition
· Value to the Organisation
· Transition Principles
· Service Knowledge Management System
Part Five – The ITIL Service Lifecycle – Service Transition
· Purpose and Objectives of Service Operation
· Value to the Organisation
· Focus on Communication
· Functions and their Overlaps
Part Six – The ITIL Service Lifecycle – Continual Service Improvement
· Purpose and Objectives of Continual Service Improvement
· The value to the Organisation
· The Continual Service Improvement Model
Part Seven – Technology
· How can Technology help?
· Service Automation
· Generic System Requirements
· Generic Tool Considerations