1. Introduction
   1. Common Terminology
      1. IT Service Management
      2. Service
      3. Service Owner
      4. Internal Service Provider
      5. Shared Service Provider
      6. External Service Provider
   2. Processes & Functions
      1. Process
         1. Procedures
         2. Work Instructions
      2. Functions
         1. Roles
         2. Job Positions
      3. Process Owner
      4. Process Manager
      5. Process Operatives
      6. RACI Model
         1. R – Responsibility
         2. A – Accountability
         3. C – Consult
         4. I – Inform
   3. Four perspectives (“4P’s”) or attributes to explain the concept of ITSM
      1. Partners (Suplier)
      2. People
      3. Porducts (technologic)
      4. Process
   4. Formal structures on communication
      1. Reporting
      2. Meetings
      3. Online facilities
      4. Notice boards
2. Service Strategy
   1. Goal
      1. to help service providers to develop the ability to think and act in a strategic manner
   2. Objectives
      1. What services to offer to customers?
      2. How to differentiate from competitors?
      3. How to create value for customers?
      4. How to make a case for strategic investments?
      5. How to define and improve service quality?
      6. How to efficiently allocate resources across a portfolio of services?
   3. Scope
      1. • strategy generation
      2. • the development of markets (internal and external)
      3. • service assets
      4. • service catalogue
      5. • implementation of strategy through the service lifecycle
      6. • demand management
      7. • financial management
      8. • service portfolio management
      9. • organizational development
      10. • sourcing strategies
      11. • strategic risks
   4. Major Concepts
      1. Mintzberg’s four Ps to formulate the strategy
         1. Perspective
         2. Position
         3. Plan
         4. Pattern
      2. Creating Service Value
         1. Utility - fitness for purpose
         2. Warranty - fitness for use
         3. Service Warranty + Service Utility = Service Value
         4. Service assets of a service provider
            1. Resources
            2. Capabilities
      3. Types of service providers
         1. Type I: Internal service provider
         2. Type II: Shared Services Unit
         3. Type III: External service provider
      4. forms of outsourcing
         1. Internal outsourcing:
         2. Traditional outsourcing
         3. Multi-vendor outsourcing
            1. Prime
            2. Consortium
            3. Selective outsourcing
            4. Co-Sourcing
      5. Service Packages includes
         1. Core services
            1. The basic critical services
         2. Supporting Services
            1. Provides differentiation or more effective use of Core Services
         3. Service Level Packages
            1. Defines level of utility and warranty provided by Service Package
   5. Service Strategy Processes
      1. Financial Management
         1. GOAL
            1. The goal of Financial Management is to provide cost effective stewardship of the IT assets and the financial resources used in providing IT services
         2. Benefits
            1. • Enhanced decision making.
            2. • Increased speed of change.
            3. • Improved Service Portfolio Management.
            4. • Financial compliance and control.
            5. • Improved operational control.
            6. • Greater insight and communication of the value created by IT services.
         3. answer important organizational issues, such as:
            1. • Does our differentiation strategy result in higher profits and revenue, reduced costs or increased coverage?
            2. • Which services cost most and why?
            3. • Where are our greatest inefficiencies?
         4. Activities
            1. Funding
            2. Traditional models to fund IT services
            3. Rolling plan funding
            4. Trigger based plans
            5. Zero based funding
            6. IT Accounting
            7. Related functions and accounting properties
            8. Service recording
            9. Cost types
            10. Cost classification
            11. Variable Cost Dynamics (VCD)
            12. Chargeback
            13. chargeback models
            14. Notional charging
            15. Metered usage
            16. Direct plus
            17. Fixed or user cost
         5. Other Terminology
            1. Cost Types
            2. Cost Elements
            3. Direct Costs
            4. Indirect Costs
            5. Cost Units
      2. Service Portfolio Management
         1. Goal
            1. The primary goal of Service Portfolio Management is to provide strategic direction and management of
            2. investments into IT Service Management so that an optimum portfolio of services is continually
            3. maintained
         2. answer the following strategic questions
            1. • Why should a client buy these services?
            2. • Why should a client buy these services from us?
            3. • What are the price and charge back models?
            4. • What are our strong and weak points, our priorities and our risks?
            5. • How should our resources and capabilities be allocated?
         3. Service portfolio
            1. Service Pipeline (services that have been proposed or in development).
            2. Service Catalogue (live services or those available for deployment).
            3. Retired Services (decommissioned services).
         4. Activities
            1. Define:
            2. Analyze:
            3. Approve:
            4. Charter:
         5. Investment Categories & Budget Allocations
            1. Transform the Business (TTB):
            2. Grow the Business (GTB):
            3. Run the Business (RTB):
         6. outcomes for existing services
            1. RENEW:
            2. REPLACE:
            3. RETAIN:
            4. REFACTOR:
            5. RETIRE:
            6. RATIONALIZE:
      3. Demand Management
         1. GOAL
            1. The primary goal of Demand Management is to assist the IT Service Provider in
            2. understanding and influencing Customer demand for services and the provision of Capacity to meet
            3. these demands
         2. questions asked here include
            1. • When and why does the business need this capacity?
            2. • Does the benefit of providing the required capacity outweigh the costs?
            3. • Why should the demand for services be managed to align with the IT strategic objectives?
         3. Activity-based Demand Management
            1. Activity-based demand management: business processes are the primary source of
            2. demand for services. Patterns of Business Activity (PBAs) have an impact on demand
            3. patterns.
         4. There are two ways to influence or manage demand
            1. Physical/Technical constraints
            2. Financial chargeback
   6. Service Strategy activities
      1. Defining the market
      2. The development of the offer
      3. The development of strategic assets
      4. Preparation for execution
   7. Five recognizable phases in organizational development
      1. Stage 1: Network
      2. Stage 2: Directive
      3. Stage 3: Delegation
      4. Stage 4: Coordination
      5. Stage 5: Collaboration
   8. Implementation and operation
      1. Strategy and design
      2. Strategy and transition
      3. Strategy and operations
      4. Strategy and CSI
   9. Challenges and opportunities
      1. IT organizations are complex systems
      2. Coordination and control
      3. Preserving Value
      4. Effectiveness in measurement