LEARNING UNITS

1. Introduction to Service Management Lifecycle
   • Principles of service management
   • The processes
   • The ITIL service lifecycle
2. Service Strategy
   • Introduction to service strategy
   • Key concepts of service strategy
   • Service strategy processes
     • Demand Management
     • Service Portfolio Management
     • Financial Management
     • Business Relationship Management
3. Service Design
   • Introduction to service design
   • Key concepts of service design
   • Service design processes
     • Service Catalogue Management
     • Service Level Management
     • Supplier Management
     • Capacity Management
     • Availability Management
     • IT Service Continuity Management
     • Information Security Management
     • Design Coordination
4. Service Transition
   • Introduction to service transition
   • Key principles & models of service transition
   • Service transition processes
   • Transition, Planning and Support
   • Change Management
     • Service Asset and Configuration Management
     • Release and Deployment management
     • Knowledge Management
5. Service Operations
   • Introduction to service operations
   • Service operations processes
     • Event Management
     • Incident Management
     • Problem Management
     • Request Fulfillment
     • Access Management
   • Service operations functions
6. Continual Service Improvement
   • Introduction to CSI
   • Key principles and models of CSI
7. Summary & exam preparation
   • Review of key concepts