What is ITIL?
What is ITIL?
ITIL and QOS
Who’s Using ITIL?
Benefits of Using ITIL
Benefits to the Customer and User
Benefits of ITIL to IT
Implementation Problems
Seven Disciplines of ITIL
What Is ITSM?
Eleven Practices of ITSM
Service Delivery & Service Support
ITIL Big Picture
Chapter 1 Review

Service Delivery
Service Level Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences

Capacity Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences

Availability Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences

IT Service Continuity Mgmt
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences

Financial Mgmt for IT Service
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Chapter 2 Review

Service Support
Incident Management
Goals
Roles & Responsibilities
Process Summary
Action Steps
Benefits for Business
Benefits for IT
Potential Consequences

Problem Management
Introduction
Relationship with Incident Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences

Configuration Management
Key Concepts
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences

Change Management
Introduction
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences

Release Management
Goals
Procedures
Action Steps
Benefits
Potential Consequences

Service Desk
Goals
Architecture
Service Desk Activities
Responsibilities
Customer Support
Incident Classification
Incident Completion
Service Quality
Key Success Factors
Quick Wins: Examples
Potential Problems
Chapter 3 Review

Security Management
Introduction
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 4 Review

ICT Infrastructure Management
Overview
Design and Planning
Objectives
Inputs
Processes
Deliverables
Roles & Responsibilities
Management Processes

Deployment
Benefits
Costs
Possible Problems
Roles & Responsibilities
Management Processes
Design Phase
Build Phase
Rollout Phase

Operations
Management Processes
Management of ICT Infrastructure Events
Inputs
Deliverables
Roles & Responsibilities

Technical Support
Goals
Management Processes
Inputs
Deliverables
Roles & Responsibilities
Chapter 5 Review

Applications Management
Introduction
Positioning Of Application Management
Managing the Business Value
Aligning Business and IT
Key Business Drivers
Managing the Application “Portfolio”
Aligning the Delivery Strategy
The Application Management Lifecycle
Requirements Phase
Design Phase
Build Phase
Deploy Phase
Operate Phase
Optimize Phase
Roles And Functions
Goals and Metrics
Benefits of Application Management
Potential Consequences
Chapter 6 Review

Planning to Implement Service Mgmt
Introduction
Methodology
Optimal State
Current State
Desired State
The Path
Milestones
Sustaining Momentum
Chapter 7 Review

The Business Perspective
Overview
The Value of IT
Value Perspective
Business/IT Alignment
Understanding the Business Viewpoint
Managing Service Provision
Roles, Responsibilities & Interfaces
Chapter 8 Review

Course Closure
Course Closure