Introduction: Managing Across the Lifecycle
- Define Managing Across the Lifecycle phase
- Key concepts and terminologies used
- Prerequisites if any
- Structure of the Managing Across the Lifecycle exam
- Managing Across the Lifecycle exam case study
Introduction: Key Concepts
- Services and service management
- Role of IT service management
- Element of assessment
- Risk Management Styles
- knowledge management importance
- Business value of ITIL® lifecycle stages
- Organising operations and functions
- Roles and responsibilities
- Use of RACI
Service Management Processes Integration
- Service management procedures integration
- Input and output
- Link between different stages of ITIL® service lifecycle
- Value and interfaces of the different processes in service management
Communication and Stakeholder Management
- Business relationship management across the lifecycle
- Plan of action coordination
- Define Services
- Communications and commitment
- Stakeholder management
- Service models and its usage
- Plan for Communication
Manage Service Across the ITIL® Lifecycle
- Balanced design approach
- Efficient and effective service management
- Information sources to implement and improve services or products
- Factors applicable to strategic assessments
- Challenges and risks
- Factors affecting Critical success
- Management of services
- Involving operations staff
Governance, Roles, Competence, and the Organization
- Management and events
- Framework and governance groups
- Linking governance with strategy
- Establish service management system
- Organisation development and departmentalization
- Logical structure for a service provider
- Set direction, policy and strategy
- Change management
- Management systems
- Functions and the kinds of service providers
- Implementing and sourcing plans
Measurement overview
- Define Measurement and its uses
- Event management tools
- Approaches to effective control and monitoring
- Measure and determine the value
- Determine and use metrics
Implement and Improve Capabilities for Service Management
- Implementing service management
- It's processed supporting tools
- Various types of assessments and conducting assessments
- Techniques to improve service management
- Methods for implementing service management
- Business value of service portfolio management
