Introduction

Business / Organizational Objectives
Lifecycle General Concepts
Functions, Processes & Roles
Governance
What is ITIL
Key Roles - Owner vs. Manager

Service Strategy - Processes

Financial Management
Demand Management
Service Portfolio Management
Design Coordination

Service Design - Processes

Design Coordination
Service Level Management
Supplier Management
Service Catalog Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management

Service Transition - Processes

Transition Planning & Support
Service Asset & Configuration
Change Management
Release & Deployment
Knowledge Management

Service Operation - Processes

Event Management
Incident Management
Request Fulfillment Management
Problem Management
Access Management

Service Operation - Functions

Service Desk
Technical Management
IT Operations Management
Application Management

Continual Service Management (CSI)

Measurement and Improvement
Deming Model
CSI Approach
The 7-step Improvement Process