Day 1

• An Introduction to IT Service Management
• Lifecycles and Strategies
• Service Design - Principles, Processes and Roles
• Evening work & Revision

Day 2

• Review of evening work and day 1
• Service Transition - Principles, Processes and Roles
• Service Operation - Principles, Processes, Roles and Functions
• Evening work, Revision & Mock Exam

Day 3

• Review of evening work and day 2
• Interfaces and Continual Service Improvement
• Technology and Architecture
• Certification scheme
• Mock Exam and review
• Exam

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Service management as a practice - the concept of good practice, the concept of a service, the concept of service management, define roles, processes and functions
• The Service Lifecycle - The service lifecycle and its key concepts, the business value of the phases of the lifecycle
• Key Concepts and Definitions - Key terminology of service management, key principles and models
• Service Strategy - The four main activities of service strategy, the main goals and objectives of service strategy, basic overview of value creation through services, overview of the five service strategy processes
• Service Design - The importance of people, processes, products and partners, the five major aspects of service design, different sourcing approaches and options, overview of the seven service design processes
• Service Transition - The service V model, overview of the five service transition processes
• Service Operation - IT service versus technology components, quality of service versus costs of service, reactive versus proactive, overview of the five key service operation processes
• Continual Service Improvement - Objectives of continual service improvement, the seven step improvement process
• Functions - The service desk, technical management, application management, IT operations management
• Roles - The role of the process owner, the role of a service owner, the role of the RACI model in determining organisational structure
• Technology and Architecture - Requirements for an integrated set of service management technology, how service automation assists with integrated processes