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ITIL Training

Managing Across the Lifecycle Course

3,195.00

ITIL® is a registered trade mark of AXELOS Limited, reproduced under licence from AXELOS Limited.  All rights reserved

COURSE DURATION

·      5 Days in class or E-learning

COURSE DESCRIPTION

This course provides and overview of the best practices in the service lifecycle around the capabilities required to release, control and validate as well all of its related activities. This course helps to impart, test, and validate the knowledge on industry best practices in service management as documented in the ITIL core publication particularly the service design publication.

This course will help attendees gain competency and skills in the following areas:

·      Key concepts of the service lifecycle

·      Communication and stakeholder management

·      Integrating service management processes across the service lifecycle

·      Managing services across the service lifecycle

·      Governance and organization

·      Measurement

·      Implementing and improving service management capability


WHAT YOU GET

·      Expert instructor lead training

·      Electronic copy of the course material

·      Study guide to exist with exam preparation

·      2 official sample exams to prepare for the test

·      Examination fees included*

·      Pass or its on us commitment

COURSE OUTLINE

1.     Key concepts of the service lifecycle

1.1.Managing services and service management

1.2.The service lifecycle

1.3.Service value across the different stages of the service lifecycle

1.4.Other key concepts

2.     Communication and stakeholder management

2.1.Co-ordination of business relationship management across the service lifecycle, and the role of business relationship management in communication

2.2.Stakeholder management and communication

2.3.The value of good communication and ensuring its flow across the service lifecycle

3.     Integrating service management process across the service lifecycle

3.1.The integration of service management processes through the service lifecycle

3.2.The impact of service strategy on other service lifecycle stages

3.3.The value of a service lifecycle perspective when designing service solutions

3.4.The inputs and outputs of processes and stages in the service lifecycle

3.5.The value to business and the interfaces of all processes in the ITIL service lifecycle

4.     Managing service across the service lifecycle

4.1.Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them

4.2.How the service design package provides a link between service design, service transition and service operation

4.3.Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages

4.4.Implementing and improving services, using key sources of information for identifying the need for improvement

4.5.The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle

5.     Governance and organization

5.1.Governance

5.2.Organizational structure, skills and competence

5.3.Service provider types and service strategies

6.     Measurement

6.1.Measuring and demonstrating business value

6.2.Determining and using metrics

6.3.Design and development of measurement frameworks and methods

6.4.Monitoring and control systems

6.5.Use of event management tools to increase visibility of the infrastructure and IT service delivery

7.     Implementing and improving service management capability

7.1.Implementing service management

7.2.Assessing service management

7.3.Improving service management

7.4.Key considerations for the implementation and improvement of both the service management practice and the services themselves

7.5.Key considerations when planning and implementing service management technologies

WHO SHOULD ATTEND?

·      IT professionals

·      Business managers

·      Business process owners

·      Managers within IT

·      Supervisory staff

·      Team leaders

·      Service design engineers

·      IT architects

·      IT planners

·      Process owners

·      Process manager

·      Practice leads

·      Principals

·      Project managers

·      Project team members

·      IT security managers

·      Individuals who require a deep understanding of the ITIL certificate in the planning, protection and optimization processes

·      IT professionals that are supporting an organization that has adopted and adapted ITIL

·      Operational staff involved in capacity management, availability management, IT service continuity management, security management as well as demand management and those who wish to enhance their role based capabilities

·      Internal or external consultants

·      Individuals seeking to gain the ITIL Expert certification

PREREQUSITES

·      Hold the ITIL V3 or 2011 foundation certificate

·      A minimum of 15 credits obtained from ITIL intermediate qualifications

·      A basic understand of IT and approximately 2 – 4 years of relevant IT experience

Recommended

·      Demonstrate familiarity with IT terminology and understand the context of the release, control and validation management in their own business environment

·      Have some experience working in a service management capacity within a service provider environment

·      At least 28 hours of personal study prior the start of the class

·      Review of the all of the core publications

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