Detailed Course Outline
Introductions
Unit 1: Service Transition
- Purpose, Objectives, Scope, and Business Value of Service Transition
- Processes within Service Transition
- Aspects for Developing an Effective Service Transition Strategy
- Initiatives for Preparation, planning and Coordinating Service Transition Activities
- Process Support and Generic Roles Involved with Service Transition
Unit 2: Change Management
- Purpose, Objectives, Scope, and Business Value
- Policies, Design, and Planning Considerations
- Types of Change Requests
- Role of Change Models, change Proposals, and Standard Changes
- Remediation Planning
- Main Activities, Approaches, Techniques, and Relationship with Release Control and Validation
- Logging, Reviewing, and Assessing Change Requests
- Authorizing Changes
- Coordinating, Reviewing and Closing Changes
- Emergency Changes
- Triggers, Inputs, Outputs and Interfaces with Other Processes
- Information Management and Process Measurement
- Challenges and Risks
- Operational Activities of Change Management during the Service Operation Lifecycle
- Managing Organization and Stakeholder change as an Essential Part of Continual Improvement
- Change Management Roles
Unit 3: Service Asset and Configuration Management
- Purpose, Objectives, Scope, and Business Value of the Process
- Policies, Design, and Planning Considerations
- Management and Planning
- Configuration Identification and Control
- Status Accounting and Reporting
- Verification and Audit
- Process Measurement
- SACM Activities Performed on a Daily Basis by Service Operations
- SACM Roles
Unit 4: Release and Deployment Management
- Purpose, Objectives, Scope, and Business Value
- Policies, Design, and Planning Considerations
- Release and Deployment Management Policy
- Release Types, Release Units, Release Packages, Options, Models, Phases, Planning, Build and Test, Deployment
- Review and Closure of Deployment
- Process Measurement
- Release and Deployment Management Activities and Service Operation, Management Roles
Unit 5: Service Validation and Testing
- Purpose, Objectives, Scope, and Business Value
- Policies, Design, and Planning Considerations
- Process Measurement, Challenges and Risks
- Service Validation and Testing Management Roles
- Triggers, Inputs, Outputs, and Interfaces with Other Processes
Unit 6: Request Fulfilment
- Purpose, Objectives, Scope, and Business Value
- Policies, Design, and Planning Considerations
- Challenges and Risks
- Request Fulfilment Roles
Unit 7: Change Evaluation
- Purpose, Objectives, Scope, and Business Value
- Policies, Principles and Basic Concepts
- Process Activities, Methods, and Techniques
- Change Evaluation Roles
Unit 8: Knowledge Management
- Purpose, Objectives, Scope, and Business Value
- Policies, Principles and Basic Concepts
- Process Activities, Methods, and Techniques
- Information Management
- Process Measurement
- Knowledge Management Activities and Continual Service Improvement
- Knowledge Management Roles
Unit 9: Technology and implementation Management
- Generic Requirements for Technology
- Evaluation Criteria for Service Management Tools
- RCV Practices for Process Implementation
- Managing Changes in Operations
- Service Operation and Project Management
- Assessment and Risk Management in Service Operation
- Operational Staff in Service Design and Transition
- Challenges, CSFs, and Risks
- Planning and Implementing Service Management Technologies
- Technology Considerations
- Knowledge Management Tools
- Collaboration
- CMS
Unit 10: Exam Preparation Guide