ITIL Strategy: 131 roles Utility + warranty - value

Business relationship manager Cloud Services Strategy Design: More emphasis Alignment with Service Strategy

Event Filtering and Correlation

CSI Csi register Csi approach

Milestone 1 - ITIL CONCEPTS

1.1 Introduction 1.2 You say ITIL. I say... 1.3 Origins of ITIL 1.4 ITSM - A Real World Experience 1.5 The History of ITIL 1.6 Why Refresh 1.7 Need to Know ITSM Concepts 1.8 Good Practice

1.9 IT Service Management 1.1 Service 1.11 Service Model 1.12 Framing Service Value 1.13 Function - Process - Role 1.14 What is a Process? 1.15 Process Characteristics 1.16 IT Governance & Service Lifecycle 1.17 Service Lifecycle Value 1.18 ITIL Concepts Checkpoint 1.19 Understanding ITIL Terms

Milestone 2 - CONTINUAL SERVICE IMPROVEMENT

2.1 Introduction 2.2 CSI & The Service Lifecycle 2.3 Managing Through the Lifecycle 2.4 The CSI Model 2.5 The Principles of CSI 2.6 CSI & Organizational Change 2.7 Ownership 2.8 Role Definitions 2.9 Drivers 2.10 Service Level Management 2.11 Continual Improvement 2.12 Service Measurement 2.13 Knowledge Management 2.14 Benchmarks 2.15 Governance 2.16 Frameworks, Models & Quality Systems

2.17 The Knowledge Spiral 2.18 7-Step Improvement Process 2.19 Step 1 - Define Data Requirement 2.20 Step 2 - Define Data Capability 2.21 Step 3 - Gather Data 2.22 Step 4 - Process Data 2.23 Step 5 - Analyze Data 2.24 Step 6 - Present & Use Data 2.25 Step 7 - Implement Corrective Action 2.26 CSI Roles 2.27 Service Manager 2.28 CSI Manager 2.29 RACI Model 2.30 Measuring & Reporting Frameworks 2.31 Continual Service Improvement Checkpoint 2.32 Understanding ITIL Terms

Milestone 3 - SERVICE OPERATION

3.1 Introduction 3.2 SO & The Service Lifecycle 3.3 Managing Through the Lifecycle 3.4 Scope of Service Operation 3.5 Service Operation - Value to the Business 3.6 The Principles of Service Operation 3.7 Achieving Balance in Service Operation 3.8 Balancing Stability & Responsiveness 3.9 Balancing QoS & CoS 3.10 Balancing Reactive & Proactive 3.11 The Service Operation Model

3.12 The Process of Service Operation 3.13 Incident Management 3.14 Incident Logging 3.15 Incident Categorization 3.16 Incident Priority 3.17 Incident Escalation 3.18 Incident Diagnosis 3.19 Incident Resolution & Recovery 3.20 Incident Closure Activity 3.21 Expanded Incident Lifecycle 3.22 Incident Management Roles 3.23 Incident Management Challenges 3.24 Event Management 3.25 Event Management - Measures & Outcomes 3.26 Request Fulfillment 3.27 Request Fulfillment - Measures & Outcomes 3.28 Problem Management 3.29 Access Management 3.3 Functions of Service Operation 3.31 Service Desk 3.32 Service Desk - Role 3.33 Service Desk - Objectives 3.34 Service Desk - Organizational Structures 3.35 Service Desk - Staffing 3.36 Service Desk - Metrics 3.37 Technical Management 3.38 Application Management 3.39 IT Operations Management 3.40 Technology & Architecture

3.41 Service Operation Checkpoint 3.42 Understanding ITIL Terms

Milestone 4 - SERVICE TRANSITION

4.1 Introduction 4.2 Service Transition & The Service Lifecycle 4.3 Managing Through the Lifecycle 4.4 The Service Transition Model 4.5 Service Transition - Purpose, Goals & Objectives 4.6 Service Transition - The Scope 4.7 Service Transition - Value to the Business 4.8 The Service V Model 4.9 Service Transition - Processes 4.10 Transition & Support Management 4.11 Change Management 4.12 Change Management Flow 4.13 Change Management - Activities 4.14 Change - Create & Record 4.15 Change - Assess & Evaluate 4.16 Change Management - The 7 Rs 4.17 Change - The Change Advisory Board (CAB) 4.18 Change - Authorize Change 4.19 Change - Coordinate Change 4.20 Change - Review & Closure 4.21 Change Management Measures & Outcomes 4.22 Change Management - Challenges 4.23 Service Asset & Configuration Management 4.24 Configuration Management System (CMS) 4.25 SACM Measures & Outcomes

4.26 Release & Deployment Management 4.27 Definitive Media Library 4.28 Release & Deployment Measures & Outcomes 4.29 Service Validation Management 4.30 Service Validation Measures & Outcomes 4.31 Evaluation 4.32 Evaluation Model 4.33 Evaluation Measures & Outcomes 4.34 Knowledge Management 4.35 Knowledge Management Measures & Outcomes 4.36 Service Transition - Roles 4.37 Technology & Architecture 4.38 Service Transition Checkpoint 4.39 Understanding ITIL Terms

Milestone 5 - SERVICE DESIGN

5.1 Introduction 5.2 The Service Lifecycle 5.3 Managing Through the Lifecycle 5.4 Service Design - Principles & Processes 5.5 Service Design - Introduction 5.6 Service Design Principles 5.7 Service Portfolio Design 5.8 Service Design - Business Requirements 5.9 Service Solutions Design 5.10 Technology Design 5.11 Process Design 5.12 Measurement Design 5.13 Service Provider Models

5.14 Service Design Processes 5.15 Service Catalog Management 5.16 Service Catalog Management Measures 5.17 Service Level Management 5.18 SLM - Model 5.19 Service Level Management Activities 5.20 SLA - Frameworks 5.21 SLRs & SLAs 5.22 SLM Monitoring 5.23 Improving Customer Satisfaction 5.24 Managing Underpinning Contracts 5.25 Service Reporting 5.26 Service Reviews 5.27 Managing SLAs & UCs 5.28 Contracts & Relationships 5.29 Complaints & Complements 5.30 Service Level Management Measures 5.31 Capacity Management 5.32 Capacity Management Measures 5.33 Availability Management 5.34Availability Management Measures 5.35 Service Continuity Management 5.36 Service Continuity Management Measures 5.37 Information Security Management 5.38 Information Security Management Measures 5.39 Supplier Management 5.40 Supplier Management Measures 5.41 Service Design - The Tactical Aspects 5.42 Service Design - Relationships

5.43 Service Design - Organization 5.44 Service Design - Functional Roles Analysis 5.45 Service Design - Activity Analysis 5.46 Service Design - Skills & Attributes 5.47 Service Design - Roles & Responsibilities 5.48 Service Design - Technology & Design 5.49 Service Design - Design Tools 5.50 Service Design - Management Tools 5.51 Service Design - Implementation Considerations 5.52 Business Impact Analysis 5.53 Service Level Requirements 5.54 Service & Process Risks 5.55 Service Implementation 5.56 Service Measures 5.57 Service Design - Challenges & Risks 5.58 Service Design - Challenges 5.59 Service Design - Risks 5.60 Service Design Checkpoint 5.61 Understanding ITIL Terms

Milestone 6 - SERVICE STRATEGY

6.1 Introduction 6.2 Service Strategy - The Service Lifecycle 6.3 Managing Through the Lifecycle 6.4 Service Strategy - Principles 6.5 Value Creation 6.6 Utility & Warranty 6.7 Service Assets 6.8 Service Provider Types

6.9 Internal Service Provider 6.10 Shared Services Unit 6.11 External Services Unit 6.12 Service Structures 6.13 Service Strategy Fundamentals 6.14 The 4 Ps of Strategy 6.15 Service Strategy - Activities 6.16 Define the Market 6.17 Develop the Offerings 6.18 Service Portfolio 6.19 Develop Strategic Assets 6.20 Prepare for Execution 6.21 Service Economics 6.22 Financial Management 6.23 Financial Management - Principles 6.24 Financial Management - Key Decisions 6.25 Service Portfolio Management 6.26 Define 6.27 Analyze 6.28 Approve 6.29 Charter 6.30 Demand Management 6.31 Strategy, Tactics & Operations 6.32 Service Strategy & Design 6.33 Service Strategy & Transition 6.34 Service Strategy & Operations 6.35 Service Strategy & Improvement 6.36 Technology & Architecture 6.37 Service Strategy Checkpoint

6.38 Understanding ITIL Terms