Day 1

• Introduction
• Change Management
• Scope, Purpose, Goals, and Objectives of Change Management
• Process Activities, Methods, and Techniques of Change Management
• Triggers, Inputs, and Outputs of Change Management
• Relationship Between Change Management and Other Processes
• Use of Metrics in Change Management
• Challenges and Critical Success Factors Associated with Change Management
• The Relationship Between Continual Service Improvement and Change Management
• Service Asset and Configuration Management
• Scope, Purpose, Goals, and Objectives of Service Asset and Configuration Management
• Process Activities, Methods, and Techniques of Service Asset and Configuration Management
• Triggers, Inputs, and Outputs of Service Asset and Configuration Management
• Relationship Between Service Asset and Configuration Management and Other Processes
• Use of Metrics in Service Asset and Configuration Management
• Challenges and Critical Success Factors Associated with Service Asset and Configuration Management

Day 2

• Service Validation and Testing
• Scope, Purpose, Goals, and Objectives of Service Validation and Testing
• Test Models, Objectives, and Conditions
• Examples of Validation Conditions
• Validation and Testing Perspectives
• Use of Test Levels and Test Models
• Process Activities, Methods, and Techniques of Service Validation and Testing
• Use of Metrics in Service Validation and Testing
• Release and Deployment Management
• Scope, Purpose, Goals, and Objectives of Release and Deployment Management
• The Concept of the Release Unit
• Release Design Options and Considerations
• Overall Approach for Release and Deployment Planning
• Key Steps for Performing Releases and Deployments
• Use of Metrics in Service Asset and Release and Deployment Management
• Challenges and Critical Success Factors Associated with Release and Deployment Management

Day 3

• Request Fulfillment
• Purpose and Scope of the Request Fulfillment Process
• Establishing a Self-Help Service Practice
• The Difference Between Request Fulfillment and Incident Management
• Challenges, Risks, and Critical Success Factors Associated with Request Fulfillment Management
• Service Evaluation
• Scope, Purpose, Goals, and Objectives of Service Evaluation
• Concepts and Terminologies of Service Evaluation
• Intended and Unintended Effects of Changes Related to Service Evaluation
• Evaluation of Predicted Service Performance and Actual Service Performance
• Use of Metrics in Service Evaluation
• Challenges and Critical Success Factors Associated with Service Evaluation

Day 4

• Knowledge Management
• The Purpose, Scope, Goals, and Objectives of the Knowledge Management Process
• The Business Value of the Knowledge Management Process
• The Basic Layers of the Knowledge Management Structure, and the "DIKW" Structure
• Effective Knowledge Management Strategies
• Data and Information Management for Knowledge Management
• Stakeholder Groups Who Must Support Knowledge Management
• Perspectives in Measuring the Contribution of Knowledge Management
• The Relationship Between Continual Service Improvement and Knowledge Management
• Service Release, Control, and Validation Roles and Responsibilities
• Change Management Roles and Responsibilities
• Service Asset and Configuration Management Roles and Responsibilities
• Service Validation and Testing Roles and Responsibilities
• Release and Deployment Roles and Responsibilities
• Request Fulfillment Roles and Responsibilities
• Service Performance and Risk Evaluation Roles and Responsibilities
• Service Knowledge Management Roles and Responsibilities

Day 5

• Summary and Exam Review
• Exam