Lessons
|
Lesson 1
|
Introduction to ITIL
ITIL Basics
The Service Lifecycle
|
Lesson 2
|
Continual Service Improvement
Basic Concepts of CSI
CSI Principles
|
Lesson 3
|
Service Operation
Basic Concepts of Service Operation
The Event Management Process
The Incident Management Process
The Problem Management Process
The Request Fulfillment Process
The Access Management Process
|
Lesson 4
|
Service Operation Functions
The Service Desk Function
The Technical Management Function
The IT Operations Management Function
The Application Management Function
|
Lesson 5
|
Service Transition
Basic Concepts of Service Transition
The Change Management Process
The SACM Process
The Release and Deployment Management Process
The Knowledge Management Process
|
Lesson 6
|
Service Design
Basic Concepts of Service Design
The Service Level Management Process
The Service Catalog Management Process
The Availability Management Process
The Capacity Management Process
The Information Security Management Process
IT Service Continuity Management
The Supplier Management Process
|
Lesson 7
|
Service Strategy
Basic Concepts of the Service Strategy Phase
The Financial Management Process
The Service Portfolio Management Process
The Demand Management Process
|
