ITIL V3 - Managing Across the Lifecycle - OnDemand Learning

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Item Number: PN-ITIL-V3MAL

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ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

This hands-on course leads to a Certificate in ITIL V3 Service Management - Managing Across the Lifecycle. This certification completes the 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. The Managing Across the Lifecycle subject areas include 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, and Understanding Complementary Industry Guidance.

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Package Includes:

6 Months Online Access
Instructor-led classroom lectures with full audio, video and Hands-on lab demonstration components
Printable Workbooks and Course Reviews
Mentor Support through the ITSM LinkedIn Forum.

** itSM Solutions LLC is the Accredited Courseware and Training Provider for the ITIL products listed; Hard copy student manuals and Exam Vouchers can be purchased direct from itSM Solutions LLC.

Patrick Von Schlag - Patrick has worked in the Information Technology field for over 25 years and brings his extensive expertise to our courses. He has helped establish IT service management programs for a variety of organizations including pharmaceutical, energy, and software companies. Patrick was a part of one of the original service management teams in the United States. He has been a member of several CompTIA boards and is a member of the ITSM forum.

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Part 1 - Course Introduction and ITSM & Managerial Issues

Chapter 1 – Course Introduction
Course Introduction and ITSM & Managerial Issues
Course Organization
MaLC – The Capstone Course
What MaLC Is
What MaLC Isn’t
What You Should Expect
What Is Expected of You
What You Need to Prepare
Connecting the Dots
Managing Across the Lifecycle
ITIL MaLC Exam
ITIL Qualification Scheme
Getting Started
Free Stuff
Chapter 2 – ITSM & Managerial Issues
Managerial Issues
ITSM & Complexity
Dealing With Complexity
What is a System?
General Systems Theory
ITSM Lifecycle as a System
Open & Closed Systems
Systems Thinking
Systemic Thinking & Learning
Systems Approach
CSI Model
Simple Systems Model
Systems Thinking & ITSM Lifecycle
Achieving Service Value
Service & Value
Service Management as a Practice
Functions & Processes
Value Creation
Service Providers
Service Structures
Service Management as a Strategic Asset
Exercise 1 Introduction
Exercise 1 Placeholder
Exercise 1 De-Brief
ITSM & Managerial Issues Review

Part 2 - Planning & Implementation

Chapter 3 - Planning & Implementation
Planning & Implementation
Aspects of Strategy
The 4 Ps of Strategy
Policy
Strategy Policy
Design Policy
Transition Policy
Exercise 1 Introduction
Exercise 1 Placeholder
Exercise 1 De-Brief
Setting Direction
Service Provider Capability
Planning & Coordination
Administration
Controlling & Evaluation
Evaluation
Measurement & Reporting Frameworks
Organization: Form & Design
Organizational Development
Stage 1 – Network
Stage 2 – Directive
Stage 3 – Delegation
Stage 4 – Coordination
Stage 5 – Collaboration
Organizational Departmentalization
Organizational Design
Communication, Coordination & Control
Coordination & Control
Challenges
Managing Communication & Commitment
Communication
Communication Planning
Communication Strategy
Communication Methods
Motivation & Communication
Exercise 2 Introduction
Exercise 2 Placeholder
Exercise 2 De-Brief
Planning & Implementation Review

Part 3 - Managing Strategic Change

Chapter 4 – Managing Strategic Change
Managing Strategic Change
Challenges
Creating Value
Critical Success – Managing Risk
Professionalism
Preserving Value
Effective Measurement
Operational Risks
Business Benefits
Realization of Benefits
Value Determination
Exercise 1 Introduction
Exercise 1 Placeholder
Exercise 1 De-Brief
Variable Cost Dynamics
Policy Alignment
Service Portfolio & Catalog Alignment
Planning and Defining Scope
Resource & Capability Planning
Service Design Models
Exercise 2 Introduction
Exercise 2 Placeholder
Exercise 2 De-Brief
Service Assets
Service Economics
Controlling Quality
Quality Opportunities
Measuring Benefits
Exercise 3 Introduction
Exercise 3 Placeholder
Exercise 3 De-Brief
Strategic Assets
Strategic Influencing
Awareness & Communication
Knowledge Transfer
Customer Relations
Business Relationship
Service Structure
Termination & Retirement
Exercise 4 Introduction
Exercise 4 Placeholder
Exercise 4 De-Brief
Managing Strategic Change Review

Part 4 – Managing Risk

Chapter 05 – Managing Risk
Managing Risk
The Context of Risk Management
Principles
Risk & the Lifecycle
Challenges
Critical Success Factors
Exercise 1 Introduction
Exercise 1 Placeholder
Exercise 1 De-Brief
Managing Risk (Cont.)
Identifying Risk
Evaluating Risk
Taking Corrective Action
Controlling Risk
Transferring Risk
Service Provider Risk
Contract Risks
Design Risks
Operational Risks
Market Risks
Exercise 2 Introduction
Exercise 2 Placeholder
Exercise 2 De-Brief
Managing Risk Review

Part 5 – Service Assessment

Chapter 06 – Service Assessment
Service Assessment
Value of Measuring
Value of Monitoring
Monitoring Across the Lifecycle
Metrics & Measurements
Gathering & Processing Data
Exercise 1 Introduction
Exercise 1 Placeholder
Exercise 1 De-Brief
Reporting
Service Reporting Policy
Service Targets
Measurement & Reporting Definition
Performance Reporting
Value of Benchmarking
Service Portfolio Assessment
Analyzing & Using Information
Assessments
Exercise 2 Introduction
Exercise 2 Placeholder
Exercise 2 De-Brief
Business Perspective & Improvements
Service Assessment Review

Part 6 – Organizational Challenges

Chapter 07 - Organizational Challenges
Organizational Challenges
Understanding Organizational Challenges
Organizational Maturity
Continual Improvement
Organizational Structure
The Organization
Value Creation Cycle
Exercise 1 Introduction
Exercise 1 Placeholder
Exercise 1 De-Brief
Structure & Development
Structure, Function & Process
Knowledge & Security Management
Organizational Transition
Transition Interfaces
Governance
Balance in Service Operations
Exercise 2 Introduction
Exercise 2 Placeholder
Exercise 2 De-Brief
Organizational Challenges Review

Part 7 – Complementary Industry Guidance and Tools & Tools Strategy

Chapter 08 – Complementary Industry Guidance & Tools
Complementary Industry Guidance and Tools & Tools Strategy
Guidance & Tools
Service Provider Capability Model
Complementary Industry Guidance
CobiT Framework
ITIL Framework
OSI Framework
Service Management Process Maturity Framework
Program/Project Methodology
CMMI Maturity Methodology
Balanced Scorecard Methodology
Quality Methodology
Six Sigma Methodology
TQM Methodology
Financial Analysis Methodology
ISO/IEC 20000 Standard
ISO/IEC 27002 Standard
Integration
Exercise 1 Introduction
Exercise 1 Placeholder
Exercise 1 De-Brief
Management Governance Framework
Chapter 9 – Tools Strategy
Tool Strategies
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Exercise 1 Introduction
Exercise 1 Placeholder
Exercise 1 De-Brief
Complementary Industry Guidance and Tools & Tools Strategy Review