• Introduction to ITIL
• Version 2
• Compare V2 to V3
• The Service Lifecycle
• Module 1 - Service Management: Business Requirements
• Foundations and Cycles
• PDCA Plan-Do-Check-Act and The Basics
• The Process Model
• RACI - Responsible Accountable Consulted Informed
• Module 2 - ITIL Service Lifecycle Model
• Module 3 - Service Strategy: Service Portfolio
• Value Creation
• Resources and Capabilities, Business Case and Service Model
• Risk and Strategic Servicing
• Process Activities, Demand Management and Financial Management
• Module 4 - Service Design Processes
• Service Catalog and Service Level Management
• Availability Management
• IT Service Continuity and Information Security Management
• Module 5 - Service Transition: Change Management
• Asset and Configuration Management
• Release and Deployment Management
• Module 6 - Service Operation: Functions
• Processses
• Module 7 - Continuous Service Improvement