ITIL V4 course for Working professional by RMI

Service management as a practice

1. Describe the concept of best practices in the public domain
2. Describe and explain why ITIL is successful
3. Define and explain the concept of a service
4. Define and explain the concept of internal and external customers
5. Define and explain the concept of internal and external services
6. Define and explain the concept of service management
7. Define and explain the concept of IT service management
8. Define and explain the concept of stakeholders in service management
9. Define processes and functions
10. Explain the process model and the characteristics of processes

The ITIL service lifecycle

1. Describe the structure of the ITIL service lifecycle
2. Account for the purpose, objectives and scope of service strategy
3. Briefly explain what value service strategy provides to the business
4. Account for the purpose, objectives and scope of service design
5. Briefly explain what value service design provides to the business
6. Account for the purpose, objectives and scope of service transition
7. Briefly explain what value service transition provides to the business
8. Account for the purpose, objectives and scope of service operation
9. Briefly explain what value service operation provides to the business
10.Account for the main purpose, objectives and scope of continual service improvement
11. Briefly explain what value continual service improvement provides to the
business

Generic concepts and definitions

1. Utility and warranty
2. Assets, resources and capabilities
3. Service portfolio
4. Service catalogue (both two-view and three-view types)
5. Governance
6. Business case
7. Risk management
8. Service provider
9. Supplier
10. Service level agreement
11. Operational level agreement
12. Underpinning contract
13. Service design package
14. Availability
15. Service knowledge management system
16. Configuration item (CI)
17. Configuration management system
18. Definitive media library (DML)
19. Change
20. Change types (standard, emergency and normal)
21. Event
22. Alert
23. Incident
24. Impact, urgency and priority
25. Service request
26. Problem
27. Workaround
28. Known error
29. Known error database (KEDB)
30. The role of communication in service operation
31. Release policy
32. Types of services
33. Change proposals
34. CSI register
35. Outcomes
36. Patterns of business activity
37. Customers and users
38. The Deming Cycle (plan, do, check, act)

Key principles and models

* Service strategy

1. Describe value creation through services

* Service design

1. Understand the importance of people, processes, products and partners for service management
2. Understand the five major aspects of service design:
Service solutions for new or changed services
Management information systems and tools

Technology architectures and management architectures
The processes required
Measurement methods and metrics

* Continual service improvement
1. Explain the continual service improvement approach
Understand the role of measurement for continual service improvement and explain the following key elements
Relationship between critical success factors (CSF) and key performance indicators (KPI) Baselines
Types of metrics (technology metrics, process metrics, service metrics)

Processes

Service strategy

State the purpose, objectives and scope for:
Service portfolio management
The service portfolio
Financial management for IT services
Business case
Business relationship management
Service design

Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

1 Service level management (SLM)
The following list must be covered:
Service-based SLA
Multi-level SLAs
Service level requirements (SLRs)
SLA monitoring (SLAM) chart
Service review
Service improvement plan (SIP)
The relationship between SLM and BRM

2 State the purpose, objectives and scope for:

Service catalogue management
Availability management
Service availability
Component availability
Reliability
Maintainability
Serviceability
Vital business functions (VBF)
Information security management (ISM)
Information security policy
Supplier management
Supplier categories
Capacity management
Capacity plan
Business capacity management
Service capacity management
Component capacity management
IT service continuity management
Purpose of business impact analysis (BIA)
Risk assessment
Design coordination

Service transition
Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
Change management
Types of change request
Change models
Remediation planning
Change advisory board / emergency change advisory board
Lifecycle of a normal change
State the purpose, objectives and scope for:
Release and deployment management
Knowledge management
Service asset and configuration management
Transition planning and support

Service operation
Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

Incident management
Problem management, not section on problem analysis techniques
State the purpose, objectives and scope for:
Event management
Request fulfilment
Access management

Continual service improvement
The seven-step improvement process

Functions

Explain the role, objectives and organizational structures for the service desk function
State the role and objectives of:
The technical management function
The application management function with application development
The IT operations management function (IT operations control and facilities management)
Roles

Account for the role and the responsibilities of the
Process owner
Process manager
Process practitioner

Recognize the responsible, accountable, consulted, informed (RACI)
responsibility model and explain its role in determining organizational structure
ITIL v3 Foundation Training