• Innføring i IT Service Management
• BESTE PRAKSIS: Forstå hva og hvorfor
• Tjenesteorientering

Innføring i alle fasene av livssyklusen - målene og 
forretningsverdien for hver fase.
• Service Strategy
• Service Design
• Service Transition
• Service Operations
• Continual Service Improvement

Hvordan de ulike prosessene spiller inn i livssyklusen. 
Vi diskuterer mål, omfang, aktiviteter, nøkkeltall og annet:

• Strategy Management
• Service Portfolio Management
• Demand Management
• Financial Management

• Design Coordination
• Service Catalogue Management
• Service Level Management
• Supplier Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Information Security Management

• Transition planning and support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management

• Event Management
• Incident Management
• Request Fulfilment
• Problem Management

• Continual Service Improvement model
• The seven-step improvement process

• Continual Service Improvement model
• The seven-step improvement process

Forstå mål, organisasjonsstruktur, bemanning, nøkkeltall og sammenhenger i ulike funksjoner
• Service Desk
• Technical Management
• Application Management
• IT Operations Management (IT Operations Control, Facilities Management)

Ansvar og funksjon hos de to nøkkelrollene i Service Management og innblikk i øvrige roller.
• RACI modell
• Process owner
• Service owner

• Service Management Technology