Duration
5 days
INTRODUCTION
The intermediate level ITIL v3 Managing Across the Lifecycle course offers candidates the ability to achieve the ITIL Expert certification upon passing the ITIL v3 Managing Across the Lifecycle exam. This certification completes the ITIL v3 Intermediate 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.
Participants will learn to implement, manage and improve Service Management according to ITIL v3. An interactive approach is used combining lecture, discussion and exercises
AUDIENCE
IT professionals requiring a deeper business & management level understanding of the ITIL v3 core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
PREREQUISITE
An ITIL v3 Foundation certificate and having obtained a minimum of a 15 credits through formal ITIL v3 intermediate qualifications.
Exam & Certification: ITIL v3 Managing Across the Lifecycle
METHODOLOGY
This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise
COURSE OBJECTIVES
Upon completion of this program, participants should be able to:
- Introduction to IT Service Management business & managerial issues
- Managing the planning and Implementation of IT Service Management
- Management of strategic change
- Risk Management
- Managerial functions
- Understanding organizational challenges
- Lifecycle project assessment
- Understanding complementary industry guidance
Modules
Introduction to IT Service Management Business and Managerial Issues
Lifecycle positioning and transition
- The difference between open–loop and closed–loop systems
- Complex Monitor Control loops
- ITSM Monitor Control loops
Relationship between Business and IT
- How to achieve business value with people, process and function
- How to achieve business value with supplier relationship and technology alignment
Exercise – MALC1 – Introduction
Management Of Strategic Change
Value creation challenge
Critical success components to managing lifecycle risk
Business benefits
- Determining Benefit Realization
- Determining Value to Business VOI,ROI
- Determining Variable Cost Dynamics (VCD)
- Alignment of business policy, future direction and Demand Management
- Alignment to service portfolio and service catalogue management
Planning and Defining scope
Resource and Capability planning
- Awareness of design and delivery model choices
- Budgeting, costing, service assets
Controlling Quality
- Quality opportunities
- Intangible and Measuring benefits
- Assets Service and Strategic
Strategic Influencing
- Defining awareness communication activities
- People Education and knowledge transfer management
Customer liaison
- Business Relationship Management
- Service Structure and Values nets and value-chains
- Termination and Retirement of Service
Exercise – MALC2 – Management Of Strategic Change
Risk Management
- The challenges, critical success factors and risk to service management
- Identification of risk
- Evaluation of risk – CFIA, FTA, BIA, SFA,
- Risk Analysis and Management
- Corrective Action
- Controlling Risk
- Transfer of risk
- Service Provider risks
- Contract risks
- Design risks
- Operational risks
- Market risks
Exercise – MALC 3 – Risks Management
Managing The Planning And Implementation Of IT Service Management
Activities during Plan, Do, Check, Act including Aspects of Strategy and the 4P’s of Strategy
Policy considerations
- Strategy considerations
- Design consideration
- Transition considerations
Directing
- Value of achieving business goals by guiding, leading and monitoring
Controlling and Evaluating
- Value of verifying and using feedback to control lifecycle
Organizational Form and Design
Communication, Coordination and Control
Understanding Organizational Challenges
- Organizational maturity
- Organizational structure
- Knowledge management and security of information
- Organizational transition
- Governance
- Balance in Service Operations
Exercise – Organizational Challenges
Service Assessment
Value of Measuring
- Why Measure
- What to Measure
Value Of Monitoring
- What to Monitor
Reporting
Value of benchmarking
Service Portfolio assessment across the lifecycle
- Assessment of achievement
- Corrective action
Business Perspective and Improvement
Exercise – MALC 5- Service Assessment
Understanding Complementary Industry Guidance And Tool Strategies
- COBIT
- ISO / IEC 20000
- CMMI
- Balanced Scorecard
- Quality Management
- OSI Framework
- Annuity
- Service Management maturity framework
- Six Sigma
- Project Management
- TQM
- Management Governance framework
- Tool Strategies
Exercise - MALC7 – Understanding Complimentary Guidance
- - MALC8 – Final Exercise and Readiness Assessment
Programme scope, delivery arrangements and suitability are confirmed during enquiry.