ITIL® Expert: Managing Across the Lifecycle (MALC) (2011 Edition)
OSNOVA KURZU
1 - NOTE
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2 - COURSE INTRODUCTION
3 - MANAGING ACROSS THE LIFECYCLE
4 - KEY CONCEPTS OF THE SERVICE LIFECYCLE
Managing Services and Service Management
The Service Lifecycle
Value
Organizing for Service Management
Risk Assessment and Management
Sharing Knowledge
5 - COMMUNICATION AND STAKEHOLDER MANAGEMENT
Using Service Models to Aid Communication
6 - INTEGRATING SERVICE MANGEMENT PROCESSES
7 - MANAGING SERVICES ACROSS THE SERVICE LIFECYCLE
Identifying and Assessing Needs and Requirements
Role of the Service Design Package
Managing Cross-Lifecycle Processes
Implementing and Improving Services
8 - GOVERNANCE AND ORGANIZATION
Organizational Structure, Skills and Competence
Service Provider Types and Strategies
9 - MEASUREMENT
Determining and Using Metrics
Design and Development of Measurement Frameworks
Service Measurement
Monitoring and Control Systems
Increasing Visibility
10 - IMPLEMENTING AND IMPROVING SERVICE MANAGEMENT CAPABILITY
Service Strategy Implementation
Assessing Service Management
SWOT Analysis
GAP Analysis
Benchmarking
Assessing Maturity Levels
Aligning Quality and the Cost of Service Provision
Seven-step Improvement Process
Key Considerations
Making the Case for Improvements
Return on Investment for CSI
Managing Organizational and Stakeholder Change
Planning and Implementing Organizational Change
Organizational Change Management
Key Technology Considerations
11 - ADDITIONAL SOURCES OF HELP
12 - LIVING THE LIFECYCLE ASSIGNMENTS
13 - CASE STUDY
14 - EXAM TAKING TIPS
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