ITIL Expert Qualification: Managing Across the Lifecycle

Eğitim Tipi : Sanal Sınıf / Online
Süre : 5 Gün
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  2. ITIL Expert Qualification: Managing Across the Lifecycle

Açıklama

Bu, IT Service Management (BT Hizmet Yönetimi) sertifikasyonu sürecinde ITIL Expert eğitiminden önce alınması gereken eğitimdir. Bu eğitimde ITIL yayınlarındaki içerikler ele alınır. Katılımcılar eğitimde işletme, yönetim, denetim hedefleri, amaçlar, süreçler, işlevler ve çeşitli faaliyetler gibi konulara odaklanırken Hizmet Yaşam döngüsünde kapsanan süreçler arasındaki etkileşimler ve arayüzler hakkında bilgi sahibi olurlar. ITIL’la ilgili en iyi uygulamaların ana disiplinlerinin öğrenilmesine yönelik çözüm örneklerine dayalı bir yaklaşım kullanılarak tasarlanan bu eğitimde katılımcılar, eğitimin son gününde gerçekleştirilecek olan ilgili sınavı başarıyla geçebilecek duruma gelirler.

 

Ön Koşullar

  • En az 17 ITIL v3 veya daha yeni krediler (zorunlu)
  • İlgili alanlarda İki ila dört yıllık iş tecrübesi
  • Eğitimin sonunda gerçekleştirilecek sınava hazırlanmak için aşağıdaki ITIL yayınlarının gözden geçirilmesi ve en az 28 saatlik kişisel çalışmanın tamamlanması önerilir:
  • Hizmet Stratejisi
  • Hizmet Tasarımı
  • Hizmet Geçişi
  • Hizmet Operasyonu
  • Sürekli Hizmet Geliştirme (Continual Service Improvement)

Eğitim İçeriği

Introduction to Managing Across the Lifecycle

  • MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
  • Prerequisites for the MALC exam
  • Structure and scoring of the MALC exam
  • Bloom’s Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
  • MALC exam cast study

Key Concepts of the Service Lifecycle

  • Services, service management, and IT service management
  • Organizing functions and roles for service management
  • Effect of clarifying roles and using RACI
  • Element of value
  • Business value of various ITIL lifecycle stages
  • Approaches to risk management
  • Importance of knowledge management and the SKMS

Communication and Stakeholder Management

  • Coordinating business relationship management across the lifecycle
  • Role of business relationship management in the communication activities
  • Stakeholder management and communication
  • Using service models
  • Design activity coordination
  • Services
  • Managing communications and commitment throughout the lifecycle
  • Communication aspects of service operation
  • Communication strategy and plan

Integrating Service Management Processes Across the Service Lifecycle

  • Effectively and efficiently integrating service management processes across the lifecycle
  • Impact and relationship of service strategy to other lifecycle stage
  • Various lifecycle stage inputs and outputs
  • Value and interfaces of the various service management processes

Managing Service Across the Lifecycle

  • Importance of an approach to balanced design
  • Contribute to effective and efficient service management with design coordination and transition planning and support
  • Service transition lifecycle stages
  • Managing services across the lifecycle
  • Involving operations staff in other lifecycle stages
  • Sources of information helping in the implementation and improvement of services
  • Factors relevant to strategic assessments
  • Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages

Governance, Roles, People, Competence, and the Organization

  • Governance, activities, framework, and governance bodies
  • Relating strategy to governance
  • Service providers set direction, policy and strategy
  • Change management
  • Management systems
  • Establishing and maintaining a service management system
  • Organization development and departmentalization
  • Logical structure for a service provider
  • Functions and the types of services providers
  • Implementing and sourcing strategies

Measurement

  • Measuring and demonstrating value
  • Determining and using metrics
  • Approaches to monitoring and control
  • Using event management tools

Implementing and Improving Service Management Capabilities

  • Implementing service management, service management processes, and supporting tools
  • Different types of assessments and conducting assessments
  • Techniques for improving service management
  • Methods for implementing service management
  • Business value of service portfolio management

Review/Exam Prep/Mock Exam