Detailed Course Outline
Course Introduction
- Introductions
- Course Introduction
- Course Learning Objectives
- Unique Nature of the Course
- Course Qualification Scheme
- Course Agenda and Exam Details
Course Agenda
- ITIL Intermediate Classroom Course
- ITIL Intermediate Expert Program Course
- ITIL Intermediate Classroom Blended Course
- ITIL Intermediate Virtual Classroom Blended Course
Unit 1: Introduction to Service Offerings and Agreements
1.1 SOA in the Service Strategy Stage
1.2 Purpose and Objectives of the Strategy Management for IT Services Process
1.3 Scope of the Strategy Management for IT Services Process
1.4 Value of the Strategy Management for IT Services Process to the Business
1.5 SOA in the Service Design Stage
1.6 Purpose and Objectives of the Design Coordination Process
1.7 Scope of the Design Coordination Process
1.8 Value of the Design Coordination Process to the Business
1.9 Utility and Warranty, and Their Relevance to SOA Processes
1.10 SOA Processes and Customer Requirements
1.11 Return on Investment and the Business Case
Summary of Unit 1
Unit 2: Service Portfolio Management
2.1 Service Portfolio and Its Relationships with the Service Catalogue and Service Pipeline
2.2 Purpose and Objectives
2.3 Scope of SPM
2.4 Value to the Business
2.5 Policies, Principles, and Basic Concepts
2.6 Process Activities, Methods, and Techniques
2.7 Triggers, Inputs, Outputs, and Interfaces
2.8 Information Management
2.9 Critical Success Factors and Key Performance Indicators
2.10 Challenges and Risks
2.11 Designing the Service Portfolio
2.12 Group/Individual Exercise
2.13 Sample Test Question
Summary of Unit 2
Unit 3: Service Catalogue Management
3.1 Importance of the Service Catalogue to the Service Lifecycle and Its Interface to the Service Portfolio
3.2 Purpose And Objectives
3.3 Scope of the Process
3.4 Value to the Business
3.5 Policies, Principles, and Basic Concepts
3.6 Process Activities
3.7 Triggers, Inputs, Outputs, and Interfaces with Other Processes
3.8 Information Management
3.9 Critical Success Factors and Key Performance Indicators
3.10 Challenges and Risks
3.11 Production of a Service Catalogue
3.12 Sample Test Question
Summary of Unit 3
Unit 4: Service Level Management
4 .1 Purpose and Objectives
4.2 Scope of the Process
4.3 Value to the Business
4.4 Policies, Principles, and Basic Concepts
4.5 Process Activities, Methods, Techniques, and Relationships with the Service Lifecycle
4.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
4.7 Information Management
4.8 Critical Success Factors and Key Performance Indicators
4.9 Challenges and Risks
4.10 Contents of SLAs and OLAs
4.11 Group/Individual Exercise
4.12 Sample Test Question
Summary of Unit 4
Unit 5: Demand Management
5.1 Importance of Demand Management to the Service Lifecycle
5.2 Purpose and Objectives
5.3 Scope of the Process
5.4 Value to the Business
5.5 Policies, Principles, and Basic Concepts
5.6 Process Activities, Methods, and Techniques
5.6.1 Identifying Sources of Demand Forecasting
5.6.2 Patterns of Business Activity
5.6.3 User Profiles
5.6.4 ActivityBased Demand Management
5.6.5 Develop Differentiated Offerings
5.6.6 Management of Operational Demand
5.7 Triggers, Inputs, Outputs, and Interfaces with Other Processes
5.8 Information Management
5.9 Critical Success Factors and Key Performance Indicators
5.10 Challenges and Risks
5 .11 Group/Individual Exercise
5.12 Sample Test Question
Summary of Unit 5
Unit 6: Supplier Management
6.1 Purpose and Objectives
6.2 Scope of The Process
6.3 Value to The Business
6.4 Policies, Principles and Basic Concepts
6.5 Process Activities, Methods, and Techniques
6.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
6.7 Information Management
6.8 Critical Success Factors and Key Performance Indicators
6.9 Challenges and Risks
6.10 Group/Individual Exercise
6.11 Sample Test Question
Summary of Unit 6
Unit 7: Financial Management for IT Services
7.1 Importance to The Service Lifecycle
7.2 Purpose and Objectives
7.3 Scope of The Process
7.4 Value to The Business
7.5 Policies, Principles, and Basic Concepts
7.6 Process Activities, Methods, and Techniques
7.7 Triggers, Inputs, Outputs, and Interfaces with Other Processes
7.8 Information Management
7.9 Critical Success Factors And Key Performance Indicators
7.10 Challenges And Risks
7.11 Group/Individual Exercise
7.12 Sample Test Question
Summary of Unit 7
Unit 8: Business Relationship Management
8.1 Purpose and Objectives
8.2 Scope of the Process
8.3 Value to the Business
8.4 Policies, Principles, and Basic Concepts
8.5 Process Activities, Methods, and Techniques
8.6 Triggers, Inputs, Outputs, and Interfaces
8.7 Information Management
8.8 Critical Success Factors and Key Performance Indicators
8.9 Challenges and Risks
8.10 Group/Individual Exercise
8.11 Sample Test Question
Summary of Unit 8
Unit 9: Roles and Responsibilities
9.1 Generic Roles
9.2 Roles and Responsibilities of Service Portfolio Management
9.3 Roles and Responsibilities of Service Catalogue Management
9.4 Roles and Responsibilities of Service Level Management
9.5 Roles and Responsibilities of Demand Management
9.6 Roles and Responsibilities of Supplier Management
9.7 Roles and Responsibilities of Financial Management for IT Services
9.8 Roles and Responsibilities of Business Relationship Management
9.9 Group/Individual Exercise
9.10 Sample Test Question
Summary of Unit 9
Unit 10: Technology and Implementation Considerations
10.1 Generic Technology Requirements to Assist Service Design
10.2 Evaluation Criteria for Technology and Tooling for Process Implementation
10.3 Good Practices for Practice and Process Implementation
10.4 Challenges, CSFs, and Risks in Implementing Practices and Processes
10.5 Planning and Implementing Service Management Technologies
10.6 Group/Individual Exercise
Summary of Unit 10
Unit 11 : Exam Preparation Guide
11.1 Mock Exam 1
11.2 Mock Exam 2