ITIL® v3 Managing Across the Lifecycle Training

On-Demand Training Outline

• Module 00: ITIL®2011: Managing Across the Lifecycle - Course Introduction

• Module 01: Service Management and Value

  • Student perceptions/definitions of Service Management
  • In-depth look at value and value concepts

• Module 02: Service Management Components and Roles

  • Processes & Functions
  • Managing process activities via RACI

• Module 03: Key Risk and Knowledge Concepts

  • Risk Frameworks
  • Risk Frameworks
  • Measuring, Mitigating and Reporting Risk
  • Knowledge management practices to follow, deploy

• Module 04: Exercise: MALC Case Study Analysis

  • Analyzing the MALC Case Study (v1.1)
  • Key Elements

• Module 05: Implement, Assess, Improve Service Management

  • Add Service Strategy to your Service Management activities
  • Strategic Assessments (SWOT)
  • Strategic Assessment Steps

• Module 06: Assessment Frameworks

  • Discussion of several Assessment frameworks
  • ITIL® maturity assessments
  • ISO/IEC 20000
  • COBIT
  • Six Sigma
  • CMMI
  • Gap Analysis
  • Benchmarking
  • Compare/contrast the various models
  • Deming Cycle

• Module 07: 7-Step Improvement Process

  • The 7 steps
  • Justifying improvements with a Business Case

• Module 08: Justifying Improvements Financially

  • ROI: Pre- and Post-Program
  • Screening and Preference Decisions
  • CSI & ROI

• Module 09: Managing Organizational Change

  • Impact of improvements
  • Organizational Change via Kotter and others
  • Plan/implement Service Management Technologies

• Module 10: Exercise: Develop Assessment Criteria

  • Assignment of Develop Assessment Criteria
  • MALC Sample Exam Questions

• Module 11: Exercise Review: MALC Sample Exam Questions

  • Sample Paper 1: Question 1
  • Sample Paper 2: Question 6

• Module 12: Measurements: Metrics

  • Measuring Business Value
  • Metrics…in Review
  • Service Measurement Models
  • Designing Measurement Systems

• Module 13: Measurements: Monitor, Control & Report

  • Monitor & Control Systems (Monitoring Loops)
  • Types of Reporting based on Monitoring
  • Ties to Event Management

• Module 14: Exercise: Applying Assessment Criteria

  • Review of Developing Assessment Criteria
  • Assignment of Applying Assessment Criteria

• Module 15: Integration: Strategic Benefits

  • Ensuring strategic benefits
  • Building Strategic Benefits into other processes/phases

• Module 16: Integration: Lifecycle and Phase Inputs & Outputs

  • Generic Lifecycle inputs/outputs
  • Specific inputs/outputs per lifecycle phase
  • Handout: Inputs/Outputs v1

• Module 17: Integration: Value to the Business Part 1

  • Service Management Processes Demonstrating Value
  • Value to the Business – Service Strategy & Service Design

• Module 18: Integration: Value to the Business Part 2

  • Service Management Processes Demonstrating Value
  • B Value to the Business – Service Transition, Service Operation & CSI

• Module 19: Integration: Process Interfaces

  • Interfaces between all Service Management processes
  • Handout: Process Interface Diagram v1

• Module 20: Exercise: Internet Banking Risks

  • Review of Applying Assessment Criteria
  • Assignment of Internet Banking Risks
  • Exercise Sample Exam Questions

• Module 21: Exercise Review: MALC Sample Exam Questions

  • Sample Paper 1: Question 6
  • Sample Paper 2: Question 8

• Module 22: Managing Services: Requirements & Cross-Lifecycle Support

  • Managing requirements
  • The SDP
  • Cross-lifecycle, cross-support
  • Improvements
  • Handout: Customer & Users Measuring Satisfaction v1
  • Handout: Satisfaction Survey Types v1

• Module 23: Managing Services: Challenges, Risks, CSFs Part 1

  • Challenges and Risks for SS, SD, ST
  • CSFs for SS, SD, ST

• Module 24: Managing Services: Challenges, Risks, CSFs Part 2

  • Challenges, Risks and CSFs for SS, SD, ST
  • What is your Top 10 list of challenges, risks, CSFs?

• Module 25: Exercise: Where’s the value?

  • Review of Internet Banking Risks
  • Assignment of “Where’s the value?”
  • MALC Sample Exam Questions

• Module 26: Exercise Review: MALC Sample Exam Questions

  • Sample Paper 1: Question 3
  • Sample Paper 2: Question 2

• Module 27: Governance

  • What is governance? How is it defined? ISO/IEC 38500
  • Where IT (or business) governance is managed – the ISG
  • Management Systems
  • Sourcing and Change Governance

• Module 28: Organizational Structures

  • Centralized vs. Decentralized Spectrum
  • Organizational Development
  • Organization Structures

• Module 29: Organizing Service Management

  • Organizing the Lifecycle phases – Considerations
  • Competencies of Staffli>
  • Service Provider Types
  • Organizing Service Delivery
  • Handout: Advantages/Disadvantages of Sourcing Structures v1

• Module 30: Exercise: “We’ve been outsourced!”

  • Review of “Where’s the value?”
  • Assignment of “We’ve been outsourced!”

• Module 31: Stakeholder Management

  • Service Management Stakeholders
  • BRM: Managing Stakeholders

• Module 32: Communication

  • Communication through the Lifecycle Phases

• Module 33: Exercise: Communicating Change

  • Review of “We’ve been outsourced!”
  • Assignment of Communicating Change
  • MALC Sample Exam Questions