Day 1

• Introduction to service management
• Implementation of service management
• Configuration management
• Configuration
• Service desk
• Incident management
• Review and homework

Day 2

• Review homework
• Problem management
• Change management
• Release management
• Service level management
• Financial management
• Availability management
• Review and homework

Day 3

• Review homework
• Capacity management
• IT service continuity management
• Full mock exam
• Review
• Exam