1. 1. ITIL & The Service Lifecycle
   1. Understanding ITIL and Service Management
      1. ITIL Overview
      2. Basics of Service & Service Management
      3. Providing Service to Customers
   2. Introducing the Service Lifecycle
      1. ITIL Service Lifecycle
      2. Scope and Value of Lifecycle Phases
      3. Lifecycle Roles, Functions & Processes
      4. Recognizing the Service Lifecycle Phases
2. 2. Service Strategy
   1. 1. Service Strategy Fundamentals
      1. Using Service Strategies to Create Value
         1. Create Value with Assets and Services
         2. Automate Service Processes
         3. Applying Service Strategies
      2. Defining Activities in Service Strategies
         1. Define the Market
         2. Develop Offerings
         3. Develop Strategic Assets
         4. Prepare for Execution-I
         5. Prepare for Execution-II
         6. Performing Service Strategy Activities
   2. 2. Service Strategy Processes
      1. Service Portfolio Management
      2. Demand Management
      3. Financial Management
      4. Manage Service Strategy
3. 3. Service Design
   1. 1. Service Design Fundamentals
      1. Introducing Service Design
         1. Aspects of Service Design
         2. Design Service Solutions and Service Portfolios
         3. Design Technology Architectures
         4. Design Processes
         5. Design Measurement Systems and Metrics
         6. Understanding Service Design Aspects
      2. Service Delivery Strategies and Tools
         1. Service Delivery Strategies
         2. Service Design Tools
         3. Choosing Delivery Strategies
   2. 2. Service Design Processes
      1. Service Level Management
         1. Introduction to Service Level Management
         2. Service Level Management Process Activities
         3. Effective Service Level Management
         4. Provide Service Level Management
      2. Managing Key Service Design Processes
         1. Service Catalog & Availability Management
         2. Measure Availability, Reliability and Maintainability
         3. Capacity Management & Supplier Management
         4. Information Security Management& ITSCM
         5. Understanding Service Design Processes
4. 4. Service Transition Processes & Principles
   1. 1.Basics of Change Mgmt
   2. 2.Change Mgmt Process Activities
   3. 3.Change Triggers, Inputs, Outputs, KPIs, and Roles
   4. 4.Implementing Change Management
   5. 5.Service Asset and Configuration Management
   6. 6.Release and Deployment Management
   7. 7.The Service V-Model
   8. 8.Knowledge Management
   9. 9.Understanding Service Transition Processes
5. 5. Service Operation
   1. 1. Service Operation Principles & Functions
      1. Introducing Basic Service Operation Principles
         1. Achieve Balance in Service Operation
         2. The role of Communication in Service Operation
         3. Using Service operation to Achieve Balance
      2. Service Operation Functions
         1. Service Desk Roles and Objectives
         2. Service Desk Staffing and Metrics
         3. Other Service Operation Functions
         4. Using Service Operation Functions
   2. 2. Service Operation Processes
      1. Understanding Incident Management
         1. Introduction to Incident Management
         2. Incident Management Process Activities
         3. Responding to Incidents
      2. Identifying Service Operation Process
         1. Event Management and Access Management
         2. Request Fulfillment and Problem Management
         3. Recognizing Service Operation Processes
6. 6. Continual Service Improvement Fundamentals
   1. CSI Measurements and Processes
      1. Measuring Services for CSI
      2. The 7-Step Improvement Process
      3. Service Level Management
      4. Understanding Measurements and Processes for CSI
   2. CSI Roles and Models
      1. CSI Supporting Roles
      2. Using Models for CSI
      3. Understanding CSI Roles and Models