1. Service Management Defined

• IT services and what they really do
• How IT services deliver value to customers
• Value and importance of IT service management

2. ITIL Introduction

• Good practices
• Ease ITIL adoption
• ITIL qualification scheme, bodies, and certifications
•  practical working of categories services in ITIL

3. Service Strategy

• Design, develop, and implement service management
• Service management as a strategic asset
• Setting objectives and expectations
• Identify and select prioritization opportunities
•  how Practical Working with Process Management
• practical working with 4P in Service Strategy
• Practical working on Capabilities and Resources

4. Service Design

• Design and develop services
• Develop processes
• Design principles and methods
• Convert strategy into services

• Practically estimate all aspect of design for one example service

  
   

5. Service Transition

• Develop and improve capabilities
• Improved methods for transitioning new and changed services into operation
• Manage the complexity related to changes
• Prevent undesired results while enabling innovation

• effect or change management in practical

  
   

6. Service Operation

• Effectively and efficiently deliver support services
• Ensure value to customer and service provider
• Maintain stability while allowing for change
• Organize to improve IT support to customers

7. Continual Service Improvement

• Create and maintain value for customers
• Importance of better design, introduction, and operation of services
• Improving service quality, business continuity, and IT efficiency
• Link improvement efforts to strategy, design, and transition
•  effect of automation in our service

8. Exam-Taking Tips

• Important techniques to help you pass your exam

9. Exam Review

10. Exam