ITIL Managing Across The Lifecycle

Format: Classroom, Online, Onsite | Durada: 5 dies

Descripció general

Descripció general

Aquest curs reuneix l’essència completa d’un enfocament de cicle de vida per a la gestió de serveis i consolida els coneixements adquirits a través de l’esquema de qualificació.

El curs completa els programes de qualificació ITIL® Capability and Lifecycle i condueix a la qualificació d’ITIL® Expert.

Objectius del curs

Objectius del curs

  • This course will be your final step in achieving the ITIL® Expert qualification.

Certification Preparation

  • The course forms part of the ITIL® Intermediate qualification programme. The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more. Exam to be charged separately.

Dirigit a

Dirigit a

Delegates are required to have achieved a minimum of 17 credits from any combination of ITIL® V3 units OR a combination of V2 Practitioner and V3 units, including an ITIL® Foundation V3 (SMEV3) Certificate in IT Service Management or V2 to V3 bridge equivalent (ITIL® V3 Bridging Foundation (ILFBR))

Prerequisits

Prerequisits

Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.

It is recommended that students should complete at least 28 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.

Contingut del curs

Contingut del curs

1. Introduction to Managing Across the Lifecycle

  • MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
  • Prerequisites for the MALC exam
  • Structure and scoring of the MALC exam
  • Bloom’s Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
  • MALC exam cast study

2. Key Concepts of the Service Lifecycle

  • Services, service management, and IT service management
  • Organizing functions and roles for service management
  • Effect of clarifying roles and using RACI
  • Element of value
  • Business value of various ITIL lifecycle stages
  • Approaches to risk management
  • Importance of knowledge management and the SKMS

3. Communication and Stakeholder Management

  • Coordinating business relationship management across the lifecycle
  • Role of business relationship management in the communication activities
  • Stakeholder management and communication
  • Using service models
  • Design activity coordination
  • Services
  • Managing communications and commitment throughout the lifecycle
  • Communication aspects of service operation
  • Communication strategy and plan

4. Integrating Service Management Processes Across the Service Lifecycle

  • Effectively and efficiently integrating service management processes across the lifecycle
  • Impact and relationship of service strategy to other lifecycle stage
  • Various lifecycle stage inputs and outputs
  • Value and interfaces of the various service management processes

5. Managing Service Across the Lifecycle

  • Importance of an approach to balanced design
  • Contribute to effective and efficient service management with design coordination and transition planning and support
  • Service transition lifecycle stages
  • Managing services across the lifecycle
  • Involving operations staff in other lifecycle stages
  • Sources of information helping in the implementation and improvement of services
  • Factors relevant to strategic assessments
  • Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages

6. Governance, Roles, People, Competence, and the Organization

  • Governance, activities, framework, and governance bodies
  • Relating strategy to governance
  • Service providers set direction, policy and strategy
  • Change management
  • Management systems
  • Establishing and maintaining a service management system
  • Organization development and departmentalization
  • Logical structure for a service provider
  • Functions and the types of services providers
  • Implementing and sourcing strategies

7. Measurement

  • Measuring and demonstrating value
  • Determining and using metrics
  • Approaches to monitoring and control
  • Using event management tools

8. Implementing and Improving Service Management Capabilities

  • Implementing service management, service management processes, and supporting tools
  • Different types of assessments and conducting assessments
  • Techniques for improving service management
  • Methods for implementing service management
  • Business value of service portfolio management

9. Review/Exam Prep/Mock Exam

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