Day 1

• Introduction
• Event Management
• Scope, Purpose, Goals, and Objectives of Event Management
• Process Activities, Methods, and Techniques of Event Management
• Triggers, Inputs, and Outputs of Event Management
• Relationship Between Event Management and Other Processes
• Use of Metrics in Event Management
• Challenges and Critical Success Factors Associated with Event Management
• How to Design for Event Management
• Incident Management
• Scope, Purpose, Goals, and Objectives of Incident Management
• Process Activities, Methods, and Techniques of Incident Management
• Triggers, Inputs, and Outputs of Incident Management
• Relationship Between Incident Management and Other Processes
• Use of Metrics in Incident Management
• Challenges and Critical Success Factors Associated with Incident Management

Day 2

• Request Fulfillment
• Scope, Purpose, Goals, and Objectives of Request Fulfillment
• Process Activities, Methods, and Techniques of Request Fulfillment
• Relationship Between Request Fulfillment and Other Processes
• Use of Metrics in Request Fulfillment
• Challenges and Critical Success Factors Associated with Request Fulfillment
• Problem Management
• Scope, Purpose, Goals, and Activities of Problem Management
• Process Activities, Methods, and Techniques of Problem Management
• Relationship Between Problem Management and Other Processes
• Use of Metrics in Problem Management
• Challenges and Critical Success Factors Associated with Problem Management

Day 3

• Access Management
• Scope, Purpose, Goals, and Objectives of Access Management
• Process Activities, Methods, and Techniques of Access Management
• Relationship Between Access Management and Other Processes
• Use of Metrics in Access Management
• Challenges and Critical Success Factors Associated with Access Management
• The Service Desk
• The Service Desk Role and its Objectives
• Different Service Desk Organizational Structures
• Service Desk Staffing Options
• Service Desk Metrics
• Issues and Safeguards for Outsourcing the Service Desk

Day 4

• Functions
• The Role of Technical Management
• The Objectives of Technical Management
• The Activities of Technical Management
• The Role of IT Operations Management
• The Objectives of IT Operations Management
• The Activities of IT Operations Management
• The Role of Applications Management
• The Objectives of Applications Management
• The Activities of Applications Management
• Technology and Implementation Considerations

Day 5

• Summary and Exam Review
• Exam