Introduction to Service Management

The importance of Service Management

Definition of a Service and Service Management

The need for a service culture

Service Management as a practice

The Service Lifecycle

Objectives and business value for each phase of the lifecycle

Main goals and value to the business provided by each lifecycle phase:

- Service Strategy

- Service Design

- Service Transition

- Service Operation

- Continual Service Improvement

Key Principles and models of ITSM

Types of service providers

Five major aspects of Service Design

Service V model

Continual Service Improvement model

Processes and Functions

Characteristics of a process

Objectives, business value, basic concepts, roles and interfaces of:

- Service Portfolio Management

- Service Level Management

- Incident Management

- Change Management

Objectives and basic concepts of:

- Demand Management

- Financial Management

- Service Catalogue Management

- Availability Management

- Capacity Management

- Supplier Management

- Information Security Management

- IT Service Continuity Management

- Service Asset and Configuration Management

- Release and Deployment Management

- Event Management

- Problem Management

- Request Fulfilment

- Access Management

- The 7 step improvement process

Overview of the functions:

- Service Desk

- Application Management,

- Operations Management

- Technical Management

Organisation structure and key roles

Technology and Architecture