1 ITIL® qualification scheme
1.1 Levels of qualifications
1.2 Levels of difficulties
1.3 Prerequisite
1.4 Eligibility for examination
1.5 Format of the examination

2 Quoted ITIL® text from core publications

3 Service management as a practice
3.1 Services
3.2 Service Providers
3.3 Internal and External Customers
3.3.1 Internal Customers
3.3.2 External Customers
3.3.3 Compare Internal Customers and External Customers
3.4 Users
3.5 Suppliers
3.6 Internal and External Services
3.7 Core, enabling and enhancing services
3.8 Service Management
3.9 IT Service Management
3.10 Stakeholders
3.11 Assets, resources and capabilities
3.12 Processes
3.12.1 Input, process and output of processes
3.13 Functions
3.13.1 Utility and Warranty
3.14 Service Portfolio
3.15 Knowledge management and the SKMS

4 Introduction to service operation (SO01)
4.1 Main purpose and objective of service operation
4.2 Scope of the service operation
4.3 Context of service operation and the service lifecycle
4.3.1 Service strategy
4.3.2 Service design
4.3.3 Service transition
4.3.4 Service operation
4.3.5 Continual service improvement
4.3.6 Service lifecycle
4.4 Value to business from service operation
4.5 Service operation fundamental
4.5.1 Difficulties in service operation
4.5.2 Processes in service operation
4.5.3 Functions in service operation

5 Service Operation Principles (SO02)
5.1 Achieving balance in service operation
5.1.1 Internal IT view VS external business view
5.1.2 Stability VS responsiveness
5.1.3 Quality of service VS cost of service
5.1.4 Reactive VS proactive
5.2 Providing good service
5.3 Involvement in other service lifecycle stages
5.3.1 Operation staff involvement in service strategy
5.3.2 Operation staff involvement in service design
5.3.3 Operation staff involvement in service transition
5.3.4 Operation staff involvement in continual service improvement
5.4 Operational Health
5.5 Communication
5.6 Documentation
5.7 Service operation inputs and outputs

6 Service Operation processes (SO03)
6.1 Event Management
6.1.1 Two Types of Monitoring Tools
6.1.2 Purpose and Objectives
6.1.3 Scope
6.1.4 Value to business
6.1.5 Policies, principles and basic concepts
6.1.5.1 Policies
6.1.5.2 Principles and basic concepts
6.1.6 Process activities, methods and techniques
6.1.6.1 Event occurrence
6.1.6.2 Event notification
6.1.6.3 First-level event correlation and filtering
6.1.6.4 Second-level event correlation
6.1.6.5 Further actions
6.1.6.6 Response selection
6.1.6.7 Review actions
6.1.6.8 Close event
6.1.7 Triggers, inputs, outputs and interfaces
6.1.7.1 Triggers
6.1.7.2 Inputs
6.1.7.3 Outputs
6.1.7.4 Interfaces
6.1.8 Critical success factors and key performance indicators
6.1.9 Challenges and risks
6.1.9.1 Challenges
6.1.9.2 Risks
6.2 Incident Management
6.2.1 Purpose and Objectives
6.2.2 Scope
6.2.3 Value to business
6.2.4 Policies, principles and basic concepts
6.2.4.1 Policies
6.2.4.2 Principles and basic concepts
6.2.5 Process activities, methods and techniques
6.2.5.1 Incident identification
6.2.5.2 Incident logging
6.2.5.3 Incident Categorisation
6.2.5.4 Incident prioritization
6.2.5.5 Initial diagnosis
6.2.5.6 Incident escalation
6.2.5.7 Investigation and diagnosis
6.2.5.8 Resolution and recovery
6.2.5.9 Incident closure
6.2.6 Triggers, inputs, outputs and interfaces
6.2.6.1 Triggers
6.2.6.2 Inputs
6.2.6.3 Outputs
6.2.6.4 Interfaces
6.2.7 Critical success factors and key performance indicators
6.2.8 Challenges and risks
6.2.8.1 Challenges
6.2.8.2 Risks
6.3 Request Fulfilment
6.3.1 Purpose and objectives
6.3.2 Scope
6.3.3 Value to business
6.3.4 Policies, principles and basic concepts
6.3.4.1 Policies
6.3.4.2 Principles and basic concepts
6.3.5 Process activities, methods and techniques
6.3.5.1 Receive request
6.3.5.2 Request logging and validation
6.3.5.3 Request categorisation
6.3.5.4 Request prioritization
6.3.5.5 Request authorization
6.3.5.6 Request review
6.3.5.7 Request model execution
6.3.5.8 Request closure
6.3.6 Triggers, inputs, outputs and interfaces
6.3.6.1 Triggers
6.3.6.2 Inputs
6.3.6.3 Outputs
6.3.6.4 Interfaces
6.3.7 Critical success factors and key performance indicators
6.3.8 Challenges and risks
6.3.8.1 Challenges
6.3.8.2 Risks
6.4 Problem Management
6.4.1 Purpose and objectives
6.4.2 Scope
6.4.3 Value to business
6.4.4 Policies, principles and basic concepts
6.4.4.1 Policies
6.4.4.2 Principles and basic concepts
6.4.5 Process activities, methods and techniques
6.4.5.1 Problem detection
6.4.5.2 Problem logging
6.4.5.3 Problem categorization
6.4.5.4 Problem prioritization
6.4.5.5 Problem investigation and diagnosis
6.4.5.6 Workarounds
6.4.5.7 Known error record
6.4.5.8 Problem resolution
6.4.5.9 Problem closure
6.4.5.10 Major problem review
6.4.6 Triggers, inputs, outputs and interfaces
6.4.6.1 Triggers
6.4.6.2 Inputs
6.4.6.3 Outputs
6.4.6.4 Interfaces
6.4.7 Critical success factors and key performance indicators
6.4.8 Challenges and risks
6.4.8.1 Challenges
6.4.8.2 Risks
6.5 Access Management
6.5.1 Purpose and objectives
6.5.2 Scope
6.5.3 Value to business
6.5.4 Policies, principles and basic concepts
6.5.4.1 Policies
6.5.4.2 Principles and basic concepts
6.5.5 Process activities, methods and techniques
6.5.5.1 Request access
6.5.5.2 Verification
6.5.5.3 Provide rights
6.5.5.4 Check and monitor identity status
6.5.5.5 Log and track access
6.5.6 Triggers, inputs, outputs and interfaces
6.5.6.1 Triggers
6.5.6.2 Inputs
6.5.6.3 Outputs
6.5.6.4 Interfaces
6.5.7 Critical success factors and key performance indicators
6.5.7.1 Challenges and risks
6.5.7.2 Challenges
6.5.7.3 Risks

7 Common service operation activities (SO04)
7.1 Monitoring and control
7.1.1 Monitoring
7.1.2 Reporting
7.1.3 Monitor control loops
7.1.3.1 Complex monitor control loop
7.1.3.2 ITSM monitor control loop
7.1.4 Internal and external monitoring and control
7.1.5 Objectives for monitoring and control
7.1.6 Monitoring strategies
7.1.7 Reporting and action
7.2 IT Operation
7.2.1 Console management or operational bridge
7.2.2 Job scheduling
7.2.3 Backup and restore
7.2.3.1 Backup
7.2.3.2 Restore
7.2.4 Print and output management
7.3 Server and mainframe management and support
7.4 Network management
7.5 Storage and archive
7.6 Database administration
7.7 Directory services management
7.8 Desktop and mobile device support
7.9 Middleware management
7.10 Internet and web management
7.11 Facilities and data centre management
7.11.1 More about physical access control
7.12 Operational activities of processes covered in other lifecycle stages
7.12.1 Communication with change management
7.12.2 Communication with service asset and configuration management
7.12.3 Communication with release and deployment management
7.12.4 Communication with capacity management
7.12.5 Communicate with demand management
7.12.6 Communicate with availability management
7.12.7 Communication with knowledge management
7.12.8 Communication with Financial management for IT service
7.12.9 Communication with IT service continuity management
7.12.10 Communication with information security management
7.12.11 Communication with service level management
7.13 Improvement of operational activities

8 Organizing for service operation (SO05)
8.1 Service desk function
8.1.1 Justification and role of the service desk function
8.1.2 Objectives of service desk function
8.1.3 Service Desk Organization Structures
8.1.3.1 Local Service Desk
8.1.3.2 Centralized Service Desk
8.1.3.3 Virtual Service Desk
8.1.3.4 Follow The Sun
8.1.4 Staff level
8.1.5 Skill level
8.1.6 Training
8.1.7 Staff retention
8.1.8 Super user
8.1.9 Performance measurement
8.1.10 Customer / user satisfaction surveys
8.1.11 Service desk environment
8.1.12 Outsourcing the service desk
8.2 Technical management function
8.2.1 Roles of Technical Management
8.2.2 Technical management activities
8.2.3 Technical management organization
8.2.4 Technical design and technical maintenance
8.2.5 Technical management performance
8.2.6 Technical management documentation
8.3 IT operations management function
8.3.1 Roles of IT operation management
8.3.2 IT operations control activities
8.3.3 Facilities management activities
8.3.4 IT operations management performance
8.3.5 IT operations management documentation
8.4 Application management function
8.4.1 Roles of application management
8.4.2 Application management activities
8.4.3 Differences between Application Development and Application Management
8.4.4 Build or buy?
8.4.5 Application management lifecycle
8.4.5.1 Requirements
8.4.5.2 Design
8.4.5.3 Build
8.4.5.4 Deploy
8.4.5.5 Operate
8.4.5.6 Optimize
8.4.6 Application management organization
8.4.7 Application management documentation
8.4.7.1 Application portfolio
8.4.7.2 Application requirements
8.4.7.3 Use cases
8.4.7.4 Design documentation
8.4.7.5 Manuals
8.5 Roles
8.5.1 Generic service owner role
8.5.2 Generic process owner role
8.5.3 Generic process manager role
8.5.4 Generic process practitioner role
8.5.5 Incident management roles
8.5.5.1 Incident management process owner
8.5.5.2 Incident management process manager
8.5.5.3 First-line analyst
8.5.5.4 Second-line analyst
8.5.5.5 Third-line analyst
8.5.6 Problem management roles
8.5.6.1 Problem management process owner
8.5.6.2 Problem management process manager
8.5.6.3 Problem analyst
8.5.7 Request fulfilment roles
8.5.7.1 Request fulfilment process owner
8.5.7.2 Request fulfilment process manager
8.5.7.3 Request fulfilment analyst
8.5.8 Event management roles
8.5.8.1 Event management process manager
8.5.9 Access management roles
8.5.9.1 Access management process owner
8.5.9.2 Access management process manager
8.5.10 Service desk roles
8.5.10.1 Service desk manager
8.5.10.2 Service desk supervisor
8.5.10.3 Service desk analyst
8.5.10.4 Super user
8.5.11 Technical management roles
8.5.11.1 Technical manager
8.5.11.2 Technical analyst
8.5.11.3 Technical operator
8.5.12 IT operations management roles
8.5.12.1 IT operations manager
8.5.12.2 Shift leader
8.5.12.3 IT operational analyst
8.5.12.4 IT operator
8.5.13 Application management roles
8.5.13.1 Application manager
8.5.13.2 Application analyst
8.6 Service operation organization structures
8.6.1 Organization by technical specialization
8.6.2 Organization by activity
8.6.3 Organizing to manage processes
8.6.4 Organizing IT operations by geography
8.6.5 Hybrid organization structures
8.6.5.1 Organizing technical and application management

9 Technology considerations (SO06)
9.1 Generic requirements
9.2 Technology considerations in event management
9.3 Technology considerations in incident management
9.4 Technology considerations in request fulfilment
9.5 Technology considerations in problem management
9.6 Technology considerations in access management
9.7 Technology considerations in service desk
9.7.1 Collaboration technologies
9.7.2 Support tools

10 Implementation of service operation (SO07)
10.1 Managing change in service operation
10.2 Project management in service operation
10.3 Assessing and managing risk in service operation
10.4 Operational staff in service design and service transition
10.5 Planning and implementing service management technologies

11 Challenges, risks and critical success factors (SO08)
11.1 Challenges
11.2 Critical success factors
11.3 Risks

12 Exercise