Module 1 : Course Introduction
- Introduction/Housekeeping
- Service Management as a practice
- Service, its value proposition and composition
- Functions and processes across the lifecycle
- The role of processes in the Service Lifecycle
- How Service Management creates business value
- How Planning, Protection and Optimization supports the Service Lifecycle
Module 2 : Capacity Management
- Purpose, goal, objectives & scope
- Importance of Capacity Management as a process to generate business value
- Policies, principles and basic concepts
- Activities, methods and techniques that enable Capacity Management and how they relate to Planning, Protection and Optimization.
- Triggers, inputs, outputs and interfaces with other processes
- How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Capacity Management
Module 3 : Availability Management
- Purpose, goal, objectives & scope
- Importance of Availability Management as a process to generate business value
- Policies, principles and basic concepts
- Activities, methods and techniques that enable Availability Management and how they relate to Planning, Protection and Optimization.
- Triggers, inputs, outputs and interfaces with other processes
- How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Availability Management
Module 4 : IT SERVICE Continuity Management
- Purpose, goal, objectives & scope
- Importance of ITSCM as a process to generate business value
- Policies, principles and basic concepts
- Activities, methods and techniques that enable ITSCM and how each particular Stage relates to Planning, Protection and Optimization
- Triggers, inputs, outputs and interfaces with other processes
- How the key metrics can be used to demonstrate the efficiency and effectiveness of Successful ITSCM
Module 5 : Information Security Management
- Purpose, goal, objectives & scope
- Importance of Information Security Management as a process to generate business value
- Policies, principles and basic concepts
- Activities, methods and techniques that enable Information Security Management and how they relate to Planning, Protection and Optimization.
- Triggers, inputs, outputs and interfaces with other processes
- How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Information Security Management
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Module 6 : Demand Management
- Basic concepts of Demand Management
- Activity based Demand Management and business activity patterns
- Interfaces to Service Design
- Managing demand for Services
- Activities, methods and techniques that enable this process and how they relate to Planning, Protection and Optimization
Module 7 : Challenges, Critical Success Factors and Risks
- Challenges, Critical Success Factors and risks related to Capacity & Demand Management
- Challenges, Critical Success Factors and risks related to Availability Management
- Challenges, Critical Success Factors and risks related to ITSCM
- Challenges, Critical Success Factors and risks related to Information Security Management
- Challenges, Critical Success Factors and risks directly
associated with the Service Design phase of the Service
- Lifecycle and how it relates specifically to PPO
Module 8 : Roles and Responsibilities
- Capacity Management process
- Availability Management process
- IT Service Continuity Management process
- Information Security Management process
Module 9 : Technology and Implementation Considerations
- Requirements for technology to assist Service Design
- Evaluation criteria for technology and tooling for process implementation
- Practices for practice and process implementation
- Challenges, Critical Success Factors and risks related to implementing practices and processes
Module 10 : Exam Preparation
- Sample Exams
- Feedback
- Recap
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