Content at a Glance

Service Management as a Practice
Concepts of IT service management

  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes

The service lifecycle

  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • Type of Service Providers
  • IT and the business integration

ITIL Service Lifecycle
The five core stages

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement

The value of the ITIL service lifecycle

  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase

ITIL Core Concepts
Identifying and documenting the services

  • Service portfolio
  • Service catalogue
  • Business case
  • Risk
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)

Optimizing the infrastructure

  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and known error database (KEDB)
  • Service knowledge management system (SKMS)

ITIL Key Principles
Value-creation through services

  • Balancing opposing forces
  • Management information systems and tools

Exploring the importance of people, processes, products and partners

  • Critical success factors
  • Measurement methods and metrics

ITIL Processes
Service strategy

  • Service portfolio management
  • Financial management for IT services
  • Business relationship management

Service design

  • Service level management (SLM)
  • Design coordination
  • Service catalogue management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management

Service transition

  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management

Service operation

  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management

Continual service improvement

  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical success factors (CSF) and KPIs
  • Types of metrics

Service Management Functions and Roles
Outlining IT organization functions

  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function

Defining service roles

  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processes

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