Training agenda
  1. Introduction
  2. Key concepts of service management
    • Value and its creation
    • Organizations, service providers, service consumers and other stakeholders
    • Products and services
    • Model of service relations
    • Value: results, costs and risks
  3. Four dimensions of service management
    • Organizations and people
    • Information and technology
    • Partners and suppliers
    • Value streams and processes
  4. Service value system
    • Chance, demand and value 
    • ITIL guiding principles
    • Supervision
    • Value service string
    • Continuous improvement 
    • Practice
  5. General management practices
    • Continuous improvement
    • Information security management
    • Relationship management 
    • Supplier management
  6. Service management practices
    • Change control
    • Incident management
    • IT resource management
    • Monitoring and event management
    • Problem management
    • Managing releases
    • Service configuration management
    • Service Desk
    • Service Providing Level Management
    • Handling requests for service
  7. Technical management practices
    • Implementation management
  8. Discussion of test exam questions