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Γενικά για το σεμινάριο:

The intent of the Managing across the Lifecycle (MALC) qualification is to give candidates the skills to support an organization’s service delivery by bridging the service lifecycle stages. The qualification demonstrates that candidates have learned the value of one combined service management practice as
opposed to separate subject areas. ITIL processes and practices, as learnt from the lifecycle and capability streams of the intermediate certificates, are put into a context of delivering this value.
The learning outcomes are intended to bring a candidate from ITIL content knowledge to ITIL content application and integration knowledge, and provide skills that can be used in the workplace in a tangible
way. Testing and validation of knowledge take place at Bloom's taxonomy level 4 (analysing) and level 5 (evaluating), reflecting the focus on integration when compared with the ITIL intermediate qualifications.
While MALC encompasses the broadest perspectives of service management skills, for example those related to project management and application design, it is not intended to teach these practices, rather
to refer to them as contexts for ITIL application. A high-level understanding of these is still expected. This qualification focuses on strategizing, planning, using and measuring ITIL practices in an integrated
functioning model:
• How the service lifecycle stages form an integrated whole
• Process integration and interfaces
• Shared data / information / knowledge.

Το σεμινάριο Απευθύνεται:

The qualification prepares candidates to work in established service management roles, as well as to implement and improve service management practices. The target group for the MALC qualification
includes, but is not limited to:

  • Chief information officers
  • Senior IT managers
  • IT managers
  • Supervisors
  • IT professionals
  • IT operations practitioners
  • IT development practitioners
  • Individuals who require a business and management level understanding of the ITIL service
  • lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • Individuals seeking the ITIL Expert in IT Service Management certificate, for which this qualification is the final mandatory module
  • Individuals seeking progress towards the ITIL Master in IT Service Management, for which the ITIL Expert in IT Service Management certificate is a prerequisite.

Μεθοδολογία Σχεδιασμού και Υλοποίησης

Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

  • Ακαδημαϊκό Υπόβαθρο
  • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
  • Τρέχουσα θέση στην Επιχείρηση
  • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
  • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

Συνοπτικό Πρόγραμμα Σεμιναρίου:

The Managing services and service management
The service lifecycle
Service value across the different stages of the service lifecycle
Other key concepts.

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.

Integrating service management processes across the service lifecycle
The integration of service management processes 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 lifecycle.

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 provides a link between service design, service transition and service operation
Managing cross-lifecycle processes to ensure appropriate impact and involvement at allrequired service lifecycle stages
Implementing and improving services, using key sources of information for identifying the needfor improvement
The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle.

Governance and organization
Governance
Organizational structure, skills and competence
Service provider types and service strategies.

Measurement
Measuring and demonstrating business value
Determining and using metrics
Design and development of measurement frameworks and methods
Monitoring and control systems
Use of event management tools to increase visibility of the infrastructure and IT service delivery.

Implementing and improving service management capability
Implementing service management
Assessing service management
Improving service management
Key considerations for the implementation and improvement of both the service managementpractice and the services themselves
Key considerations when planning and implementing service management technologies.

Διάρκεια:  Πέντε ημέρες (40 ώρες).

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  • 'IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced
  • '© Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

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