Overview
Sapphire Global ITIL Training makes you an expert in using ITIL and MALC concepts.
ITIL Training – Managing Across the Lifecycle ( MALC )
Sapphire Global ITIL Training makes you an expert in using ITIL and MALC concepts.
Course Curriculum
Description
ITIL – Managing Across the Lifecycle ( MALC )
Sapphire Global ITIL Training makes you an expert in using ITIL and MALC concepts.
Key features
This course will prepare you to:
- Explain the architecture of the ITIL MALC component
- Configure and use new functionalities in ITIL MALC
Key Concepts of the Service Lifecycle
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
- Realizing business value in service operation
- Supporting the service lifecycle with service measurements
Governance and Organization
Impacting service management with governance
- The role of IT strategy in setting direction and policy
- Ensuring appropriate governance
Organizational structure, skills and competence
- Addressing the challenges of organizational development
- Service provider types and service strategies
Implementing and Improving Service Management Capability
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
Communication and Stakeholder Management
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
Integrating Service Management Processes Across the Lifecycle
The impact of service strategy on lifecycle stages
- Strategy management for IT services
- Business relationship management
Analyzing service design
- Coordinating design
- Service catalog management
- Availability management
- Capacity management
Organizing 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
Managing Services Across the Service Lifecycle
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
Measurement
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
Practice Test and Interview Questions
Course Advisor
Course Advisor
R. Sreenatha Reddy
SAP FICO / FSCM / TRM / FM / S4HANA Functional Consultant
Professional Experience:
15+ years of Industry experience as Accountant, Consultant, Module Lead, worked on various IT Organizations like IBM/TCS/ITC infotech/SAP Labs across the globe.
Specialized in SAP
- SAP FICO – Financial Accounting.
- SAP FSCM – Accounts Receivable
- SAP TRM – Treasury Management
- SAP BCS – Budget Control System
- SAP EC CS – Enterprise Controlling Consolidation System
- BOBJE – Dashboard Enhancement for MIS
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