ITIL® v3 Managing Across the Lifecycle Training

• Student perceptions/definitions of Service Management
• In-depth look at value and value concepts

• Processes & Functions
• Managing process activities via RACI

• Risk Frameworks
• Risk Frameworks
• Measuring, Mitigating and Reporting Risk
• Knowledge management practises to follow, deploy

• Analysing the MALC Case Study (v1.1)
• Key Elements

• Add Service Strategy to your Service Management activities
• Strategic Assessments (SWOT)
• Strategic Assessment Steps

• 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

• The 7 steps
• Justifying improvements with a Business Case

• ROI: Pre- and Post-Program
• Screening and Preference Decisions
• CSI & ROI

• Impact of improvements
• Organisational Change via Kotter and others
• Plan/implement Service Management Technologies

• Assignment of Develop Assessment Criteria
• MALC Sample Exam Questions

• Sample Paper 1: Question 1
• Sample Paper 2: Question 6

• Measuring Business Value
• Metrics…in Review
• Service Measurement Models
• Designing Measurement Systems

• Monitor & Control Systems (Monitoring Loops)
• Types of Reporting based on Monitoring
• Ties to Event Management

• Review of Developing Assessment Criteria
• Assignment of Applying Assessment Criteria

• Ensuring strategic benefits
• Building Strategic Benefits into other processes/phases

• Generic Lifecycle inputs/outputs
• Specific inputs/outputs per lifecycle phase
• Handout: Inputs/Outputs v1

• Service Management Processes Demonstrating Value
• Value to the Business – Service Strategy & Service Design

• Service Management Processes Demonstrating Value
• B Value to the Business – Service Transition, Service Operation & CSI

• Interfaces between all Service Management processes
• Handout: Process Interface Diagram v1

• Review of Applying Assessment Criteria
• Assignment of Internet Banking Risks
• Exercise Sample Exam Questions

• Sample Paper 1: Question 6
• Sample Paper 2: Question 8

• Managing requirements
• The SDP
• Cross-lifecycle, cross-support
• Improvements
• Handout: Customer & Users Measuring Satisfaction v1
• Handout: Satisfaction Survey Types v1

• Challenges and Risks for SS, SD, ST
• CSFs for SS, SD, ST

• Challenges, Risks and CSFs for SS, SD, ST
• What is your Top 10 list of challenges, risks, CSFs?

• Review of Internet Banking Risks
• Assignment of “Where’s the value?”
• MALC Sample Exam Questions

• Sample Paper 1: Question 3
• Sample Paper 2: Question 2

• 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

• Centralised vs. Decentralised Spectrum
• Organisational Development
• Organisation Structures

• Organising the Lifecycle phases – Considerations
• Competencies of Staffli>
• Service Provider Types
• Organising Service Delivery
• Handout: Advantages/Disadvantages of Sourcing Structures v1

• Review of “Where’s the value?”
• Assignment of “We’ve been outsourced!”

• Service Management Stakeholders
• BRM: Managing Stakeholders

• Communication through the Lifecycle Phases

• Review of “We’ve been outsourced!”
• Assignment of Communicating Change
• MALC Sample Exam Questions

Reviewing the strategic and managerial aspects of the service lifecycle

• Designing, deploying and operating services end-to-end
• Sharing knowledge across the lifecycle
• Risk assessment and risk management

Service value across the lifecycle stages

• Realising business value in service operation
• Supporting the service lifecycle with service measurements

Impacting service management with governance

• The role of IT strategy in setting direction and policy
• Ensuring appropriate governance

Organisational structure, skills and competence

• Addressing the challenges of organisational development
• Service provider types and service strategies

Service management capability

• Identifying external and internal drivers
• A service lifecycle approach to service strategy

Assessing service management

• Performing evaluations for the service provision
• Benchmarking to identify improvements

Enabling effective improvement

• Applying improvement initiatives and the Deming Cycle
• Key considerations for improvement

Coordinating with the business and suppliers

• Business relationship management
• Stakeholder management

Ensuring effective communication

• Service models for value creation
• Communicating during the stages of the service lifecycle

The impact of service strategy on lifecycle stages

• Strategy management for IT services
• Business relationship management

Analysing service design

• Coordinating design
• Service catalogue management
• Availability management
• Capacity management

Organising for service transition

• Transition planning and support
• Change management and evaluation

Planning service operation

• Event and incident management
• Request fulfillment

Implementing continual service improvement

• Designing service solutions
• The seven-step improvement process

Capturing customer and stakeholder needs

• Identifying needs and requirements
• Ensuring appropriate priority

Managing cross-lifecycle processes

• Connecting service design, transition and operation with the Service Design Package (SDP)
• Involving service transition in the early stages
• Business users and stakeholders in service rehearsals

Balancing potential conflicts and competing issues

• Implementing and improving services
• Service Level Management (SLM)
• Customer satisfaction surveys
• Reviewing business trends and changed priorities
• Challenges, critical success factors and risks

Types of measurements

• Determining and using metrics
• Metrics to validate, justify and direct

Designing measurement frameworks

• Developing measurement methods and metrics
• Monitoring and control systems