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Introduction to ITIL
The Information Technology Infrastructure Library (ITIL) is a set
of practices for IT service management (ITSM) that focuses on
aligning IT services with the needs of business. In its current
form (known as ITIL 2011 edition), ITIL is published in a series of
five core volumes, each of which covers an ITSM lifecycle stage.
ITIL underpins ISO/IEC 20000 (previously BS15000), the
International Service Management Standard for IT service
management, although differences between the two frameworks
do exist. ITIL describes processes, procedures, tasks and
checklists that are not organization-specific, used by an
organization for establishing integration with the organization's
strategy, delivering value and maintaining a minimum level of
competency. It allows the organization to establish a baseline
from which it can plan, implement and measure. It is used to
demonstrate compliance and to measure improvement.

Course Curriculum
Unit 1: Introduction to service management
Topics - ntroduction to Service Management Lifecycle Preview,Principles of IT Service
Management Preview,Objectives,IT Service Management Best Practices,Public and
Proprietary Practices,Knowledge Check,Service Introduction,Service Management.Service
Management Practice,Challenges in Service Management,Benefits of IT Service
Management,Stakeholders in Service Management,Internal and External
Customers,Internal and External Services,Process,Process Characteristics,Functions Related
to Service Management,How Processes and Functions Operate,Roles in Service
Management,RACI Model,Types of Service Providers,Supplier and Contracts
Unit 2: Service management lifecycle
Topics- The Service Lifecycle,Objectives,Components of Service Management Lifecycle,Interactions in
the Service Lifecycle,Relationship between Governance and ITSM

Unit 3: Introduction to Service Strategy

Topics Service Strategy,Introduction to Service Strategy,Objectives,Service Strategy
Overview,Service Strategy Processes,Types of Services,Service Strategy Customers and
Users
Unit 4: Service Strategy Concepts
Topics- Objectives,Service Utility and Warranty,Service Assets,Knowledge Check,Value Creation,Factors
that Influence Customer Perception of Value,Customer Perception of Value,Business Outcomes,Service
Packages,Business Case and Its Uses,Business Case Structure
Risk,Service Management Technology and Automation,Automation Benefits,Service Management Tools

Unit 5: Service Strategy Processes

Topics- Objectives,Demand Management Overview,Managing Demand for Services,PBA
and UP,PBA and UP (contd.),Service Portfolio Management Introduction,Service Portfolio
Management Overview,Service Portfolio Components,Service Portfolio Management
Process,Financial Management Overview,Financial Management Activities,Financial
Management Benefits,Knowledge Check,Business Relationship Management Overview,BRM
External and Internal Service Providers,Business Relationship Manager Responsibility
Unit 6: Service Design
Topics- Introduction to Service Design,Objectives,Service Design Overview,Roles in Service
Design
Unit 7: Key Concepts in Service Design
Topics- Objectives,4 Ps of Service Design,Major Aspects of Service Design,Service Design
Pac

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