Chapter 1: Service Management as a PracticeChapter Goal: To introduce service management and ITILNo of pages : 20 pagesSub -Topics1. Introduction to ITIL2. ITIL services3. Concept of customers and other stakeholders4. IT service management5. Processes and functionsChapter 2: ITIL Service LifecycleChapter Goal: To introduce the five phases of ITIL service lifecycleNo of pages: 20 pagesSub - Topics 1. Structure of ITIL service lifecycle2. Introduction, value and purpose to service strategy3. Introduction, value and purpose to service design4. Introduction, value and purpose to service transition5. Introduction, value and purpose to service Operations6. Introduction, value and purpose to continual service improvementChapter 3: Generic Concepts of ITIL and IT Service ManagementChapter Goal: To introduce underlying concepts of ITIL and IT service management that forms the pillars of understanding the ITIL frameworkNo of pages : 30 pagesSub - Topics: 1. Utility and Warranty2. Assets, resources and capabilities3. Service Provider and Supplier4. SLA, OLA and underpinning contracts5. Customers and Users6. Deming Cycle7. Types of Metrics8. Critical Success Factors and KPIs9. Technology and architectureChapter 4: Service StrategyChapter Goal: Understand the objective of service strategy, the value it creates and the underlying processesNo of pages: 25 pagesSub - Topics: 1. Purpose, Objectives and Value2. Patterns of business activity3. Risk management4. Service Portfolio Management5. Financial Management6. Business relationship managementChapter 5: Service DesignChapter Goal: Understand the objective of service design, the value it creates and the underlying processesNo of pages: 40 pagesSub - Topics: 1. Purpose, Objectives and Value2. Five aspects of service design3. Four Ps of service design4. Design coordination5. Service Catalog Management6. Service Level management7. Supplier Management8. Availability Management9. Capacity Management10. IT Service Continuity Management11. Information security managementChapter 6: Service TransitionChapter Goal: Understand the objective of service transition, the value it creates and the underlying processesNo of pages: 30 pagesSub - Topics: 1. Purpose, Objectives and Value2. Transition planning and support3. Change management4. Release and Deployment Management5. Service Asset and Configuration Management6. Knowledge managementChapter 7: Service OperationsChapter Goal: Understand the objective of service operations, the value it creates and the underlying processesNo of pages: 30 pagesSub - Topics: 1. Purpose, Objectives and Value2. Service Desk3. Technical management4. Application Management5. IT Operations Management6. Event management7. Incident management8. Problem management9. Request fulfilment management10. Access managementChapter 8: Continual Service ImprovementChapter Goal: Understand the objective of continual service improvement, the value it creates and the underlying processesNo of pages: 20 pagesSub - Topics: 1. Purpose, Objectives and Value2. CSI register3. CSI approach4. Seven step improvement processChapter 9: ITIL Foundation Exam Tips and FAQsChapter Goal: Provide tips and guidance on answering the ITIL foundation certification course and provide guidance on careers based on ITILNo of pages: 15 pagesSub - Topics: 1. ITIL Exam Structure2. Tips on Answering the Questions3. FAQs on ITIL based careers
