EncartaLabs

ITIL - Managing Across the Lifecycle

( Duration: 5 Days )

By attending the ITIL – Managing Across the Lifecycle Exam Preparatory Training Course, Participants will learn to:

  • Prepare for the ITIL MALC Exam
  • Apply governance and organizational structure to the management and delivery of IT services
  • Implement effective communication and stakeholder management
  • Integrate service management processes across the service lifecycle
  • Measure, implement and improve the service management capability

ITIL – Managing Across the Lifecycle Exam Preparatory workshop is valuable for those who want to achieve the ITIL Managing Across the Lifecycle Certificate and the ITIL Expert Qualification.

COURSE AGENDA

1

Key Concepts of the Service Lifecycle

  • Reviewing the strategic and managerial aspects of the service lifecycle
    • Designing, deploying and operating services end-to-end
    • Sharing knowledge across the lifecycle
    • Risk assessment and risk management
  • Service value across the lifecycle stages
    • Realizing business value in service operation
    • Supporting the service lifecycle with service measurements
2

Governance and Organization

  • Impacting service management with governance
    • The role of IT strategy in setting direction and policy
    • Ensuring appropriate governance
  • Organizational structure, skills and competence
    • Addressing the challenges of organizational development
    • Service provider types and service strategies
3

Implementing and Improving Service Management Capability

  • Service management capability
    • Identifying external and internal drivers
    • A service lifecycle approach to service strategy
  • Assessing service management
    • Performing evaluations for the service provision
    • Benchmarking to identify improvements
  • Enabling effective improvement
    • Applying improvement initiatives and the Deming Cycle
    • Key considerations for improvement
4

Communication and Stakeholder Management

  • Coordinating with the business and suppliers
    • Business relationship management
    • Stakeholder management
  • Ensuring effective communication
    • Service models for value creation
    • Communicating during the stages of the service lifecycle
5

Integrating Service Management Processes Across the Lifecycle

  • The impact of service strategy on lifecycle stages
    • Strategy management for IT services
    • Business relationship management
  • Analyzing service design
    • Coordinating design
    • Service catalog management
    • Availability management
    • Capacity management
  • Organizing for service transition
    • Transition planning and support
    • Change management and evaluation
  • Planning service operation
    • Event and incident management
    • Request fulfillment
  • Implementing continual service improvement
    • Designing service solutions
    • The seven-step improvement process
6

Managing Services Across the Service Lifecycle

  • Capturing customer and stakeholder needs
    • Identifying needs and requirements
    • Ensuring appropriate priority
  • Managing cross-lifecycle processes
    • Connecting service design, transition and operation with the Service Design Package (SDP)
    • Involving service transition in the early stages
    • Business users and stakeholders in service rehearsals
  • Balancing potential conflicts and competing issues
    • Implementing and improving services
    • Service Level Management (SLM)
    • Customer satisfaction surveys
    • Reviewing business trends and changed priorities
    • Challenges, critical success factors and risks
7

Measurement

  • Types of measurements
    • Determining and using metrics
    • Metrics to validate, justify and direct
  • Designing measurement frameworks
    • Developing measurement methods and metrics
    • Monitoring and control systems

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 3,500 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 20,000 corporate candidates across india and abroad
  • All our trainings are conducted in workshop mode with more focus on hands On

View our other course offerings by visiting www.encartalabs.com/course-catalogue

Contact us for delivering this course as a public/open-house workshop for a group of 10+ candidates at our venue

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