This four-day intermediate course is the last module leading to the title of "ITIL® Expert in Service Management".
The aim of this seminar is to impart and test the knowledge covering all ITIL® service lifecycle manuals. In this context the seminar focuses on the business, management and monitoring of the objectives, processes, functions and activities, as well as on the interactions between the processes and the manuals.
Target groups:
This service transition lifecycle coursed is aimed at
- participants who possess an ITIL® V3 foundation (or V3 bridge) certificate and who wish to acquire more in-depth knowledge of approaches to service management best practice.
- participants who wish to undergo further training to become an ITIL® Expert or ITIL® Master.
- participants who wish to acquire a more in-depth understanding of the business and management levels.
Typical roles are: CIO, Senior IT Manager, IT Manager and IT Change Management team Leaders, IT employees (development, deployment, operation).
The participants must hold an ITIL® V3 foundation certificate or an ITIL® V2 with V3 foundation bridge certificate (2 credit points) and have accumulated at least 15 credit points from formal service lifecycle or service capability seminars.
Learning objectives:
By successfully passing the ITIL® V3 continual service improvement training course the candidates can achieve the following learning objectives:
- • Introduction to service management, business and business management aspects
- Lifecycle positioning
- Difference between open-loop and closed-loop systems
- Complex monitoring of control loops
- ITSM monitoring of control loops
- Relationship between business and IT
- Management of Strategic Change
- Value creation challenge
- Critical components for controlling the lifecycle risks
- Determining the realization of benefits
- Determining the added value for the business
- Determining variable cost dynamics
- Adapting the business policy, with focus on the future
- Relationship between service portfolio and service catalogue management
- Planning and definition of the scope
- Resource planning
- Budgeting and cost accounting
- Quality controls
- Strategic influencing factors
- Customer loyalty
- Project scheduling
- Risik Management
- Controlling the planning and implementation of service management
- Understanding the organizational challenges
- Addressing the degree of maturity of the challenges
- Strategy creation and creation of added value
- Addressing the organizational structure
- Addressing the confidentiality, integrity and availability of data and information
- Addressing the change in the organization
- Addressing the governance
- Addressing the balance in service operation
- Service Assessment
- The value of assessments
- The value of monitoring
- Reports and report structures
- The value of benchmarking
- Business prospects based on the improvement model
- Added value by pursuing the CMM maturity model
- • Understanding the complementary industrial guidelines and tool strategies
- COBIT
- ISO/IEC 20000 - ISO/IEC 27000
- CMMI
- Balanced Scorecard
- Quality Management
- OSI Framework
- Six Sigma
- Project Management
- Total Quality Management TQM
- Management Governance Framework
- Tool Strategies
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