ITILB. 2011: Managing Across the Lifecycle - AXELOS and EXIN Accredited Training

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
• 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
• 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 Staff
• 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
• BRM Lifecycle Activities & Roles

Module 31: 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

Module 34: Exercise Review:  MALC Sample Exam Questions

• Review of Communicating Change
• Sample Paper 1: Question 2
• Sample Paper 2: Question