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I. Service Management as a Practice
a. Complimentary Industry Standards
b. What is IT Service Management
II. The ITSM Concepts
a. Key Objectives
b. Key Elements to Each
c. Business Benefits
III. 4 Dimensions
a. Detailed Objectives
b. Key Concepts
IV. Service Value System
a. Detailed Objectives
b. Key Components
c. Service Value Streams
V. Group Exercise
a. Evaluation of Topics Covered and How to Apply Them to Your Organization
Lunch
VI. Continual Improvement
a. Detailed Objectives
b. The Model
c. Business Value
VII. The Practices (Processes)
a. Overview of the 34 Practices
b. Key Practices and Business Value Add
Incident Management
Service Request Management
Problem Management
Change Enablement / Management
Service Desk
Service Level Management
Configuration Management
IT Asset Management
VIII. Closing Walk Through of ITSM
a. Workflow of ITSM as a Practice
X. Group Exercise
a. Evaluation of Topics Covered and How to Apply Them to Your Organization
Closing