Module 1: Service Management

– The following concepts are covered in both the instructor-led and adaptive virtual academy training options. The outline follows the instructor-led training schedule; adaptive modules are broken down further for bite-sized learning.

– Service Value System (SVS) and Service Value Chain
Organisations
– Service Provisioning and Consumption
– Customers, Users, Sponsors, and Other Stakeholders
– Services, Products, and Service Offerings
– Service Relationships
– Value, Outcomes, Costs, and Risks
– Utility and Warranty

Module 2: The Four Dimensions

– Organisations and People
– Information and Technology
– Partners and Suppliers
– Value Streams and Processes

Module 3: The Service Value System

– Opportunity, Demand, and Value
– Guiding Principles
– Governance
– ITIL Practices
– Continual Improvement
– Organisational Silos

Module 4: The Service Value Chain

– Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support
– Inputs of the SVS: Opportunities & Demand
– Outcome of the SVS: Value
– Addressing the Challenges of Silos

Module 5: The Seven Guiding Principles

– Focus on Value
– Start Where You Are
– Progress Iteratively with Feedback
– Collaborate and Promote Visibility
– Think and Work Holistically
– Keep It Simple and Practical
– Optimise and Automate

Module 6: ITIL Practices: Practice Overview and General

– Management Practices
– Practices and Processes
– Continual Improvement
– Information Security Management
– Supplier Management
– Relationship Management

Module 7: ITIL Practices: Service Management and Technical Management Practices

– Service Level Management
– Event Management
– Service Desk
– Service Request Management
– Incident Management
– Problem Management
– Change Enablement
– IT Asset Management
– Service Configuration Management
– Release Management
– Deployment Management