سرفصل ITIL

سرفصل دوره

 

Service Management as a practice

         The Service Lifecycle

        Generic concepts and definitions

        Key Principles and Models

         Processes

             Service Strategy

             Service Design

             Service Transition

             Service operation

        Continual Service Improvement

        Functions

             The Service Desk function

        Roles

        ITIL Qualification scheme

        Mock exam