Detailed Course Outline
Introduction
- PPO in the context of the service lifecycle
- Service optimization
- Service design basics
- The role of design coordination within PPO
Principles
- Service Management as a Practice
- What is Service?
- Service Management and Business Value
- Processes in the Service Lifecycle
Processes
- Capacity Management
- Availability Managamenet
- IT Service Continuity Management
- Information Security Management
- Demand Management
- Risk Management
Technology
- Technology and Tooling
- Good Practice
- Challenges, CSFs and Risks
Organisation
- Planning, Protection and Optimisation Roles and Responsibilities
- Common Service Activities
- Continual Service Improvements