Description

Managing Across the Lifecycle

This 5-day course leads to the certification as ITIL Expert in ITIL.

You’ll learn

• IT Service Management
• Operational issues and management
• Planning and implementation of IT Service Management
• Managing Strategic Change
• Risk management
• Leading features
• Understanding organizational challenges
• Evaluate Lifecycle project
• Additional support

Course content

Key concepts of the service lifecycle

• Managing services and service management
• The service lifecycle
• Service value across the different stages of the service lifecycle

Communication and stakeholder management

• Co-ordination of business relationship management across the service lifecycle, and 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.

Integrating service management processes across the service lifecycle

• The integration of service management processes through the 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 and outputs of processes and stages in the service lifecycle
• The value to business and the interfaces of all processes in the ITIL service lifecycle.

Managing services across the service lifecycle

• Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
• How the service design package provides a link between service design, service transition and service operation
• Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages
• Implementing and improving services, using key sources of information for identifying the need for improvement
• The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle.

Governance and organization

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

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 and IT service delivery.

Implementing and improving service management capability

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

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