Durasi : 3 hari

• Introduction
  • The Four Perspectives (Attributes) of ITSM
  • Benefits of ITSM
  • Business and IT Alignment
  • What is ITIL?

• Common Terminology
  • What are Services?
  • Defining Processes
  • Defining Functions
  • Connecting Processes and Functions

• The Service Lifecycle
  • Mapping the Concepts of ITIL to the Service Lifecycle
  • How does the Service Lifecycle work?

• Service Strategy
  • Creating Service Value
  • Service Packages and Service Level Packages
  • Service Portfolio Management
  • Financial Management
  • Demand Management
  • Interfaces with the Service Design Phase
  • Interfaces with the Service Transition Phase
  • Interfaces with the Service Operation Phase
  • Interfaces with the Continual Service Improvement Phase

• Service Design
  • Five Major Aspects of Service Design
  • Service Design Packages
  • Service Level Management
  • Supplier Management
  • Service Catalogue Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management

• Service Transition
  • Knowledge Management
  • Service Asset and Configuration Management
  • Change Management
  • Release and Deployment Management
  • Service Validation and Testing
  • Service Transition Scenario

• Service Operation
  • The Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Access Management

• Continual Service Improvement
  • Service Level Management
  • Service Measurement and Reporting
  • CSI (7 Step) Improvement Process
  • Continual Service Improvement Scenario