1. Introduction
- Key service management concepts and definitions
- Stages of the lifecycle
2. Service Strategy
- Purpose of the service strategy lifecycle stage
- Value of service strategy to the business
- Basics concepts related to service strategy
- Service portfolio and the components of the service portfolio
- Service strategy processes
3. Service Design
- Purpose and objectives of the service design lifecycle stage
- Value of service design to the business
- Basic concepts related to service design
- Service design processes
4. Service Transition
- Purpose of the service transition lifecycle stage
- Business value of service transition
- Service transition processes
5. Service Operation
- Purpose of the service operation lifecycle stage
- Basic concepts related to service operation
- Purpose, objectives, scope, and basic concepts for incident management and problem management
- Functions of service operations
6. Continual Service Improvement (CSI)
- Purpose of the CSI lifecycle stage
- Business value of CSI
- Purpose and objectives of the seven step improvement process
- Deming Cycle