1

ITIL® v3 referential presentation.

• Origins of the referential. ITIL® approach and philosophy. Main concepts.
• IT services and services strategy definition.
• IT governance. Introducing the management service and its life cycle.

2

The five modules of ITIL® v3

• Strategy strategy.
• Service Design.
• Service Transition.
• Service Operation.
• Continual Service Improvement.

3

The services management process

• The service management control process.
• The resolution process.
• The processes of service delivery.
• Relations management process.

4

ISO / IEC 20000 basic introduction

• Comparison between ISO / IEC 20000 and ITIL® v3. Basic principles and elements ISO / IEC 20000.
• Aligning Business / IT. The ISO / IEC 20000 for organizations.
• Implementation risks.

5

ISO / IEC 20000 scope and use

• ISO / IEC 20000 scope and structure Part - 1.
• ISO / IEC 20000 scope and structure Part - 2.
• Main differences between ISO / IEC 20000 Part - 1 and ISO / IEC 20000 Part - 2.
• ISO / IEC 20000 scope and structure Part - 3.

6

ISO / IEC 20000 Global Management System

• ISO / IEC 20000 terms and définitions.
• How to use the 4 P.
• The service management system.
• Planning and implementation of service management.
• The design and transition of new or changed services.

7

ISO / IEC 20000 scope and applicability

• The organization.
• Corporate governance and its relationship with IT.
• IT service management.
• Exam preparation.