ITIL Managing Across the Lifecycle

Modality: 
LIVE Virtual Classes (Video Conference) 100% Interactive Learning) / Monday to Friday 

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Description

ITIL Managing Across the Lifecycle

Days of Training: 5

Course Description

ITIL Managing Across the Lifecycle (MALC) is between the Intermediate and Expert qualification levels. The MALC certification is necessary to obtain Expert status. MALC helps individuals apply and integrate their ITIL knowledge in real-world settings.

Outline

Chapter 1: Key Concepts of the Service Lifecycle

  • The five stages of the service lifecycle and how they interact with each other
  • Service value across the different stages of the service lifecycle
  • Other key concepts such as:
  • Core, enabling & enhancing services
  • Organizing for service management
  • Use of the RACI model to define & clarify roles & responsibilities, particularly in interfaces between processes & between service lifecycle stages
  • Risk assessment & risk management
  • Assessing & managing risk in service operation
  • Sharing knowledge across the service lifecycle, & the use of knowledge management

Chapter 2: Communication and Stakeholder Management

  • Co-ordination of business relationship management across the service lifecycle, & the role of business relationship management in communication
  • Stakeholder management and communication
  • The value of good communication and ensuring its flow across the service lifecycle

Chapter 3: Integrating Service Management Processes Across the Service Lifecycle

  • The integration of service management processes through service lifecycle
  • The impact of service strategy on other service lifecycle stages
  • The value of a service lifecycle perspective when designing service solutions
  • The inputs & outputs of processes & stages in the service lifecycle
  • The value to business & the interfaces of all processes in ITIL service lifecycle

Chapter 4: Managing Services Across the Service Lifecycle

  • Identification & assessment of customer/stakeholder requirements across lifecycle
  • How SDP provides a link between service design, service transition & service operation
  • Managing cross-lifecycle processes to ensure appropriate impact & involvement at all required service lifecycle stages
  • Implementing & improving services, using key sources of information for identifying need for improvement
  • The challenges, CSFs & risks of the service lifecycle stages

Chapter 5: Governance and Organization

  • Governance of Service Management
  • Organizational structure, skills and competence
  • Service provider types and service strategies

Chapter 6: Measurement

  • Measuring and demonstrating business value
  • Determining and using metrics
  • Design and development of measurement frameworks and methods
  • Monitoring and control systems
  • Use of event management tools to increase visibility of the infrastructure & IT service delivery

Chapter 7: Implementing and Improving Service Management Capability

  • Implementing service management
  • Assessing service management
  • Improving service management
  • Key considerations for the implementation & improvement of service management practice & services
  • Key considerations when planning & implementing service management technologies

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