ITIL Expert Qualification: Managing Across the Lifecycle

Bu, IT Service Management (BT Hizmet Yönetimi) sertifikasyonu sürecinde ITIL Expert eğitiminden önce alınması gereken eğitimdir. Bu eğitimde ITIL yayınlarındaki içerikler ele alınır. Katılımcılar eğitimde işletme, yönetim, denetim hedefleri, amaçlar, süreçler, işlevler ve çeşitli faaliyetler gibi konulara odaklanırken Hizmet Yaşam döngüsünde kapsanan süreçler arasındaki etkileşimler ve arayüzler hakkında bilgi sahibi olurlar. ITIL'la ilgili en iyi uygulamaların ana disiplinlerinin öğrenilmesine yönelik çözüm örneklerine dayalı bir yaklaşım kullanılarak tasarlanan bu eğitimde katılımcılar, eğitimin son gününde gerçekleştirilecek olan ilgili sınavı başarıyla geçebilecek duruma gelirler.


Ön Koşullar


  • En az 17 ITIL v3 veya daha yeni krediler (zorunlu)
  • İlgili alanlarda İki ila dört yıllık iş tecrübesi
  • Eğitimin sonunda gerçekleştirilecek sınava hazırlanmak için aşağıdaki ITIL yayınlarının gözden geçirilmesi ve en az 28 saatlik kişisel çalışmanın tamamlanması önerilir:
  • Hizmet Stratejisi 
  • Hizmet Tasarımı 
  • Hizmet Geçişi
  • Hizmet Operasyonu 
  • Sürekli Hizmet Geliştirme (Continual Service Improvement)

Introduction to Managing Across the Lifecycle

MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses

Prerequisites for the MALC exam

Structure and scoring of the MALC exam

Bloom's Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam

MALC exam cast study


Key Concepts of the Service Lifecycle

Services, service management, and IT service management

Organizing functions and roles for service management

Effect of clarifying roles and using RACI

Element of value

Business value of various ITIL lifecycle stages

Approaches to risk management

Importance of knowledge management and the SKMS


Communication and Stakeholder Management

Coordinating business relationship management across the lifecycle

Role of business relationship management in the communication activities

Stakeholder management and communication

Using service models

Design activity coordination

Services

Managing communications and commitment throughout the lifecycle

Communication aspects of service operation

Communication strategy and plan


Integrating Service Management Processes Across the Service Lifecycle

Effectively and efficiently integrating service management processes across the lifecycle

Impact and relationship of service strategy to other lifecycle stage

Various lifecycle stage inputs and outputs

Value and interfaces of the various service management processes


Managing Service Across the Lifecycle

Importance of an approach to balanced design

Contribute to effective and efficient service management with design coordination and transition planning and support

Service transition lifecycle stages

Managing services across the lifecycle

Involving operations staff in other lifecycle stages

Sources of information helping in the implementation and improvement of services

Factors relevant to strategic assessments

Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages


Governance, Roles, People, Competence, and the Organization

Governance, activities, framework, and governance bodies

Relating strategy to governance

Service providers set direction, policy and strategy

Change management

Management systems

Establishing and maintaining a service management system

Organization development and departmentalization

Logical structure for a service provider

Functions and the types of services providers

Implementing and sourcing strategies


Measurement

Measuring and demonstrating value

Determining and using metrics

Approaches to monitoring and control

Using event management tools


Implementing and Improving Service Management Capabilities

Implementing service management, service management processes, and supporting tools

Different types of assessments and conducting assessments

Techniques for improving service management

Methods for implementing service management

Business value of service portfolio management


Review/Exam Prep/Mock Exam

Eğitim Detayları
Süre 5 Gün
Kontenjan Max 12 Kişi
Eğitim Tipi Sınıf / Sanal Sınıf


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