ITIL

Business start up idea
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ITIL

    Module 1 : Introduction

      Module 2 : Service Management

      • Service management introduction
      • Value
      • Organizations and people
      • Services and products
      • Service offerings
      • Service relationship
      • Outcomes
      • Costs
      • Risks
      • Utility and warranty

      Module 3 : Four Dimensions of service management

      • Four dimensions of service management introduction
      • Organizational and people
      • Information and technology
      • Partners and suppliers
      • Value streams and processes
      • PESTLE
      • Applying the Four Dimensions

      Module 4 : Service value System

      • Service value system
      • Opportunity, demand and value
      • Governance

      Module 5 : Guiding principles

      • Guiding principle
      • Focus on value
      • Start where you are
      • Progress iteratively with feedback
      • Collaborate and promote visibility
      • Think and work holistically
      • Keep it simple and practical
      • Optimize and automate

      Module 6 : Service value chain

      • Service value chain introductions
      • Plan
      • Improve
      • Engage
      • Design and transition
      • Obtain/build
      • Deliver and support
      • Value streams

      Module 7 : Continual improvement

      • Continual improvement introduction
      • Continual improvement model
      • What is the vision?
      • Where are we now?
      • Where do we want to be?
      • How do we get there?
      • Take Action
      • Did we get there?
      • How do we keep the momentum going?
      • Continual improvement and the guiding principle.

      Module 8 : General management Practices

      • Categories of practices
      • Management practices
      • Continual improvement
      • Information security
      • Relationship management
      • Supplier management
      • Knowledge management
      • Measurement and reporting
      • Organizational change management
      • Portfolio management
      • Project management
      • Risk management
      • Service financial management
      • Workforce and talent management

      Module 9 : Service management practices

      • Service management practices
      • Change control
      • Incident management
      • Problem management
      • Service desk
      • Service level management
      • Service request management
      • IT Asset management
      • Monitoring and Event management
      • Release management
      • Service configuration management
      • Availability management
      • Business analysis
      • Capacity and performance management
      • Service catalogue management
      • Service continuity management
      • Service design
      • Service validation and testing

      Module 10 : Technical management practices

      • Technical management practice introduction
      • Deployment management
      • Infrastructure and platform management
      • Software development and management