Course Description
Course Overview
This 5-day course brings together the full essence of a Lifecycle approach to service management and consolidates the knowledge gained across the qualification scheme.
Who Should Attend
This course will be your final step in achieving the ITIL Expert qualification. Students 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 Certificate in IT Service Management or v2 to v3 bridge equivalent.
Course Objectives
This certification completes the Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices and includes: •Introduction to IT Service Management Business & Managerial Issues
Course Outline
1 - Course Introduction
2 - Managing Across the Lifecycle
3 - Key Concepts of the Service Lifecycle
Managing Services and service Management
The Service Lifecycle
Value
Organizing for Service Management
Risk Assessment and Management
Sharing Knowledge
4 - Communication and Stakeholder Management
Using Service Models to Aid Communication
5 - Integrating Service Management Processes
6 - Managing Services Across the Service Lifecycle
Identifying and Assessing Needs and Requirements
Role of the Service Design Package
Managing Cross-Lifecycle Processes
Implementing an Improving Services
7 - Governance and Organization
Organizational Structure, Skills and Competence
Service Provider Types and Strategies
8 - Measurement
Determining and Using Metrics
Design and Development of Measurement Frameworks
Service Measurement
Monitoring and Control Systems
Increasing Visibility
9 - Implementing and Improving Service Management Capability
Service Strategy Implementation
Assessing Service Management
SWOT Analysis
GAP Analysis
Benchmarking
Assessing Maturity Levels
Aligning Quality and the Cost of Service Provision
Seven-step Improvement Process
Key Considerations
Making the Case for Improvements
ROI for CSI
Managing Organizational and Stakeholder Change
Planning and Implementing Organizational Change
Organizational Change Management
Key Technology Considerations
Agenda
COURSE OUTLINE:Note
- ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
- The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.