Introduction The ITIL framework - Mission, Objectives, Processes, Tools, Dependencies, Benefits, Costs and possible problems BSI code of practice and IT Infrastructure Library (ITIL) The total life cycle approach Control, Resolution, Release and Delivery Processes Configuration Management How to identify, control, account for and verify IT assets The configuration management database and its role in service management Service Desk and Incident Management How to manage and control incidents What is 'first-line incident support Customer, Supplier and Partners Problem Management How to isolate problems from incidents, Control problems and fix errors Third party supplier issues Pro-active and Re-active methods Change Management How to control changes through the stages of impact analysis Assess, Authorize, Prioritize, Schedule, Test and Implement Change Role of Change Manager Change Advisory Board using change methods Release Management How to store and release authorized software in centralized and decentralized environments Service Level Management How service level/operational requirements, catalogues, operational and service level agreements are developed. Supplier/Client Management issues. Availability Management How to improve service availability. Service/supplier chains. Planning and maintaining IT systems. Capacity Management How a capacity plan is created. Workload, Resource, Performance, Applications and Demand Management. Business Continuity and IT Service Continuity Management How a contingency plan is created. Why business continuity planning is vital. Typical risks to critical services. Risk management methods. Disaster recovery options. Financial Management for IT Services How financial management works. Key principles of budgeting, accounting and charging.