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|| ITIL® Service Management

ITIL® Intermediate: Gestión del Servicio a lo largo del Ciclo de Vida

OBJETIVOS
El objetivo de este curso es proporcionar a los asistentes los conocimientos necesarios sobre cuestiones relacionadas con la Gestión del Servicio a lo largo del Ciclo de Vida, tales como:

  • Conceptos fundamentales del ciclo de vida
  • Gestión de la comunicación y de los proveedores
  • Integración de los procesos de gestión del servicio a lo largo del ciclo de vida del servicio
  • Gestión de los servicios a lo largo del ciclo de vida del servicio
  • Gobierno y organización
  • Métricas
  • Implementación y mejora de la capacidad de la Gestión de Servicios

DURACIÓN
El curso tiene una duración de 15 horas.

PARTICIPANTES
Este curso está dirigido a profesionales TI, responsables de servicios TI, directores y responsables de Informática, gestores de procesos ITIL® y personal de operaciones que necesiten adquirir o ampliar conocimientos en los procesos relacionados con la Gestión del Servicio a lo largo del Ciclo de Vida.

CERTIFICACIÓN
Este curso prepara para el examen ITIL® Intermediate Qualification: Managing Across the Lifecycle (ITMLC) Certificate, que conduce a la certificación ITIL® Expert in IT Service Management Certificate.

El examen consta de un total de 8 preguntas de opción múltiple, y con puntuaciones diferentes, basadas en un caso concreto. Cada pregunta presenta 4 posibles respuestas: una de ellas puntúa con 5 puntos, otra con 3 puntos, otra con 1 punto, y la restante no recibe ninguna puntuación.

La duración del examen es de 90 minutos.

[ Temario ]

Key concepts of the service lifecycle

  • Managing services and service management
  • The service lifecycle:
    • The five stages of the service lifecycle and how they interact with each other
    • Considering services from end-to-end: justification, design, measuring, testing, deploying, operating and looking for ways to improve
  • Service value across the different stages of the service lifecycle:
    • How service strategy elements dictate what constitutes value, and how value is defined and measured
    • Realizing business value in service operation
    • Testing and demonstrating the service value in service transition
    • Monitoring service measurements and using them to support all stages of the service lifecycle
  • Other key concepts:
    • Core, enabling and enhancing services
    • Organizing for service management
    • Use of the RACI model to define and clarify roles and responsibilities, particularly in interfaces between processes and between service lifecycle stages
    • Risk assessment and risk management
    • Sharing knowledge across the service lifecycle, and the use of knowledge management

Communication and stakeholder management

  • Co-ordination of business relationship management across the service lifecycle and the role of business relationship management in communication
  • Stakeholder management and communication
  • The value of good communication and ensuring its flow across the service lifecycle:
    • The use of service models to aid communication on service strategy and value creation
    • Communication during service design
    • Communication during service transition
    • Communication during service operation
    • Communication during continual service improvement

Integrating service management processes across the service lifecycle

  • The integration of service management through the service lifecycle
  • The impact of service strategy on other service lifecycle stages
  • The value of a service lifecycle perspective when designing service solutions
  • The inputs and outputs of processes and stages in the service lifecycle
  • The value to business and the interfaces of all processes in the ITIL Service Strategy core publication:
    • Strategy management for IT services
    • Service portfolio management
    • Financial management for IT services
    • Demand management
    • Business relationship management
  • The value to business and the interfaces of all processes in the ITIL Service Design core publication:
    • Design co-ordination
    • Service catalogue management
    • Service level management
    • Availability management
    • Capacity management
    • IT service continuity management
    • Information security management
    • Supplier management
  • The value to business and the interfaces of all processes in the ITIL Service Transition core publication:
    • Transition planning and support
    • Change management
    • Service asset and configuration management
    • Release and deployment management
    • Service validation and testing
    • Change evaluation
    • Knowledge management
  • The value to business and the interfaces of all processes in the ITIL Service Operation core publication:
    • Event management
    • Incident management
    • Request fulfilment
    • Problem management
    • Access management
  • The value to business and the interfaces of the seven-step improvement process, along with the role other processes play

Managing services across the service lifecycle

  • Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
  • How the service design package (SDP) provides a link between service design, service transition and service operation
  • Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages:
    • Flow of knowledge/experience/skills between lifecycle stages
    • Involve service transition in early stages of the service lifecycle
    • Involve operations staff, business users and other relevant stakeholders in service rehearsals
  • Implementing and improving services, using key sources of information for identifying the need for improvement:
    • Service level management (SLM) review meeting – reviewing management information and trends to ensure that services are meeting agreed service levels
    • Customer satisfaction surveys
    • Reviewing business trends and changed priorities, and keeping ahead of business projections
  • The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle

Governance, roles, people, competence and the organization

  • Governance:
    • The importance and impact of good governance on service management
    • The use of governance in sourcing
    • The role of the IT strategy or steering group in setting direction, policy and strategy for IT services
    • The application of governance in change management, through change authorization to ensure the integrity of live services. The role of the change advisory board (CAB)
    • The support from management systems to ensure appropriate governance
  • Organizational structure, skills and competence:
    • The challenge and application of organizational development
    • Assessing and applying various organizational structures for service management, and combining several perspectives in matrix organizations
    • Skills and competence
  • Service provider types and service strategies:
    • The different service provider types, and the implication of choosing a specific type
    • The selection of appropriate service delivery strategies

Measurement

  • Measuring and demonstrating business value
  • Determining and using metrics:
    • Service measurement
    • Service, process and technical metrics
    • CSFs and KPIs
    • Using measurements and metrics to validate, justify, direct, intervene
  • Design and development of measurement frameworks and methods:
    • Design and development of a service measurement framework
    • Designing measurement methods and metrics 
    • Monitoring and control systems
    • Monitoring, reporting and control
    • Monitor control loops
  • Use of event management tools to increase visibility of the infrastructure and IT service delivery

Implementing and improving service management capability

  • Implementing service management
    • Understanding the high-level goals and objectives of the organization. Identifying the external (legislation, competitors, etc) and internal (organizational structure, culture, etc) drivers
    • Service strategy implementation taking a service lifecycle approach
  • Assessing service management
    • Assessing the current situation regarding service provision:
      • Strategic assessment
      • SWOT analysis
      • Gap analysis and IT service management maturity assessment
      • ISO/IEC 20000 certification
      • Six Sigma
      • COBIT
      • CMMI
    • Assessing current and defining future required maturity levels, quality and cost of provision
    • Using benchmarking to identify need for improvement for each service lifecycle stage
  • Improving service management
    • Planning for improvement with short-, medium- and longer-term improvement initiatives
    • Using the CSI approach and Deming Cycle to ensure that the organization continues to move forward with continual improvement
    • The seven-step improvement process, to measure progress and enable potential improvements to the service lifecycle to be identified
  • Key considerations for implementation and improvement of both the practice of service management and the services themselves:
    • Having the appropriate business case which shows the return on investment or the return on value
    • Stakeholder change management 
  • Key considerations when planning and implementing service management technologies

 

 

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