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Introduction
Course Details
Course Content
Course Content
Introduction to Managing Across the Lifecycle
- Define Managing Across the Lifecycle
- Basic concepts and terminologies
- Prerequisites for the Managing Across the Lifecycle exam
- Structure and scoring of the Managing Across the Lifecycle exam
- Managing Across the Lifecycle exam case study
Key Concepts of the Service Lifecycle
- Define Services and service management
- Role of IT service management
- Element of assessment
- Risk Management Styles
- knowledge management importance and the SKMS
- Business value of various ITIL® lifecycle stages
- Organising operations and functions for service management
- Effect of clarifying roles and responsibilities
- Use of RACI
Integrate Service Management Processes Across the ITIL® Service Lifecycle
- How to integrate service management procedures across the ITIL® lifecycle
- Input and output of various lifecycle stages
- Relationship between various stages of ITIL® service lifecycle
- Value and interfaces of the different processes in service management
Communication and Stakeholder Management
- Business relationship management across the lifecycle
- Plan of action coordination
- Communications and commitment in ITIL® lifecycle
- Stakeholder management and communication
- Use of service models
- Planning Communication
- Business relationship management in the communication activities
Manage various services Across the ITIL® Lifecycle
- Define services across the service lifecycle
- Operations staff in another stage of service lifecycle
- An approach to balanced design and its importance
- Information sources that are helpful in the service implementation and improvement
- Factors relevant to strategic assessments
- Service transition lifecycle stages
- Handling services across the lifecycle
- Efficient and effective service management with design coordination and move strategy and support
- Challenges, risks, and critical success issues
Governance, Roles, People, Competence, and the Organization
- Management, activities, framework, and governance bodies
- Relating strategy to governance
- Service providers set direction, policy and strategy
- Change management
- Management systems
- Establish and maintain a service management system
- Organisation development and departmentalization
- Logical structure for a service provider
- Functions and the types of services providers
- Implementing and sourcing strategies
Introduction to Measurement
- Measure and demonstrate value
- Determine and use metrics
- Approaches to effective control and monitoring
- Use of event management tools
Implement and Improve capabilities of Service Management
- Implement service management, its processes
- Types of assessments and conducting assessments
- Techniques to improve service management
- Methods for implementing service management
- Business value of service portfolio management
London