ITIL Core Concepts
• Services
• Service Management
• ITIL as a Good Practice Framework
• The Service Lifecycle
• Processes
o ITIL Processes by Lifecycle Phase
• Functions
• Roles
Organizing For Service Management
• ITIL® Functions
o Service Desk
o Technical Management
o Application Management
o IT Operations Management
• The RACI Model
Service Strategy
• Overview
• Business Value
• Concepts and Models
o Business Case
o Return on Investment (ROI)/Value on Investment (VOI)
o Value: Utility and Warranty
o Service Assets
o The Service Portfolio
o The Service Belt
• Processes
o Service Strategy
o Service Portfolio Management
o Demand Management
o IT Financial Management
Service Design
• Overview
• Business Value
• Concepts and Models
o Quality Must Be Built-In
o The Service Catalog
o The Four P’s of Service Design
o The Five Aspects of Service Design
• Service Design Processes
o Service Catalog Management
o Service Level Management
o Availability Management
o Capacity Management
o IT Service Continuity Management
o IT Security Management
o Supplier Management
Service Transition
• Overview
• Business Value
• Concepts and Models
o Service V-Model
o Change
o Request for Change
o Change Types
o Change Authority
o Change Advisory Board
o Emergency Change Advisory Board
o Change Model
o Release
o Release Unit
o Baseline
o Configuration Management System (CMS)
o Configuration Item (CI)
• Service Transition Processes
o Change Management
o Service Asset and Configuration Management
o Release and Deployment Management
o Minor Service Transition Processes
Service Operation
• Overview
• Business Value
• Concepts and Models
o Balance
o Communication
• Incident
o Problem
o Error
o Known Error
o Event
• Service Operation Processes
o Incident Management
o Problem Management
o Event Management
o Service Request Fulfillment
o Access Management
Continual Service Improvement
• Overview
• Business Value
• Concepts and Models
o The Role of Measurement
o Objectives, CSFs, KPIs, Metrics, and Measurements
o The Deming Cycle
o The Continual Service Improvement Model
o Service Improvement Plan (SIP)
• Continual Service Improvement Processes
o The Seven Step Improvement Process
o Service Level Management
Technology and Architecture
• The Role of Automation
• Automation Tips
• Information Systems Discussed Within ITIL®