Detailed Course Outline
UNIT 1: INTRODUCTION
- Student and Instructor Introductions
- Unique Nature of the Course
- Course Learning Objectives
- Course Agenda
- Concept of Service, its value proposition, and its composition
- Service Management as a Practice
- Functions and Processes Across the Service Lifecycle
- Role of Processes in the Service Lifecycle
- Business Value of Service Management
- Support for the Service Lifecycle
- Group/Individual Exercise
- Sample Test Question
UNIT 2: CAPACITY MANAGEMENT
- Purpose, Goal, and Objectives
- Scope of Capacity Management
- Business Value of Capacity Management
- Policies, Principles, and Basic Concepts
- Activities, Methods, Techniques, and Relationship with PPO
- Triggers, Inputs, Outputs, and Interfaces with other Processes
- Key Metrics Demonstrating the Efficiency and Effectiveness
- of Successful Capacity Management
- The Capacity Management Process
- Group/Individual Exercise
- Sample Test Question
UNIT 3: AVAILABILITY MANAGEMENT
- Purpose, Goals, and Objectives
- Scope of the Process
- Importance of Availability Management in Generating Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, Techniques, and Relationship with PPO
- Triggers, Inputs and Outputs, and Process Interfaces
- Process Measurement
- Roles and Responsibilities
- Group/Individual Exercise
- Sample Test Question
UNIT 4: IT SERVICE CONTINUITY MANAGEMENT
- Purpose, Goal, and Objectives
- Scope of ITSCM
- Business Value of ITSCM
- Policies, Principles, and Basic Concepts
- Initiation Activities, Methods, Techniques, and Relationship with PPO
- Requirements and Strategy Activities, Methods, Techniques, and Relationship with PPO
- Implementation Activities, Methods, Techniques, and Relationship with PPO
- Ongoing Operation Activities, Methods, Techniques, and Relationship with PPO
- Triggers, Inputs, Outputs, and Process Interfaces
- Key Metrics Demonstrating the Efficiency and Effectiveness of Successful ITSCM
- Roles and Responsibilities
- Group/Individual Exercise
- Sample Test Question
UNIT 5: INFORMATION SECURITY MANAGEMENT
- Purpose, Goals, and Objective
- Scope of ISM
- Business Value of ISM
- Policies, Principles, and Basic Concepts
- Activities, Methods, Techniques, and Relationship with PPO
- Triggers, Inputs, Outputs, and Interfaces of ISM
- Key Metrics Demonstrating the Efficiency and Effectiveness of Successful ISM
- Roles and Responsibilities
- Group/Individual Exercise
- Sample Test Question
UNIT 6: DEMAND MANAGEMENT
- Objectives of Demand Management
- Basic Concepts
- Activity-Based Demand Management and PBAs
- Interfaces with Other Processes
- Managing Demand for Service
- Activities, Methods, Techniques, and Relationship with PPO
- Group/Individual Exercise
- Sample Test Question
UNIT 7: CHALLENGES, CRITICAL SUCCESS FACTORS, AND RISKS
- Goals and Objectives
- Challenges, CSFs, and Risks of Capacity and Demand Management
- Challenges, CSFs, and Risks of Availability Management
- Challenges, CSFs, and Risks of ITSCM
- Challenges, CSFs, and Risks of ISM
- Challenges, CSFs, and Risks of Service Design
- Group/Individual Exercise
- Sample Test Question
UNIT 8: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
- Goals and Objectives
- Generic Requirements for Technology to Assist Service Design
- Evaluation Criteria for Technology and Tooling for Process Implementation
- Good Practices for Practice and Process Implementation
- Challenges, CSFs, and Risks in Implementing Practices and Processes
- Planning and Implementing Service Management Technologies
- Considerations for Implementing Technologies
- Group/Individual Exercise
- Sample Test Question
UNIT 9: EXAM PREPARATION GUIDE
- Mock Exam 1
- Mock Exam 2