Popis kurzu ITIL® Expert: Managing Across the Lifecycle MALC 2011 Edition
ITIL® Expert: Managing Across the Lifecycle (MALC) (2011 Edition)
OSNOVA KURZU 1 - NOTE ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
2 - COURSE INTRODUCTION 3 - MANAGING ACROSS THE LIFECYCLE 4 - KEY CONCEPTS OF THE SERVICE LIFECYCLE Managing Services and Service Management The Service Lifecycle Value Organizing for Service Management Risk Assessment and Management Sharing Knowledge
5 - COMMUNICATION AND STAKEHOLDER MANAGEMENT Using Service Models to Aid Communication
6 - INTEGRATING SERVICE MANGEMENT PROCESSES 7 - MANAGING SERVICES ACROSS THE SERVICE LIFECYCLE Identifying and Assessing Needs and Requirements Role of the Service Design Package Managing Cross-Lifecycle Processes Implementing and Improving Services
8 - GOVERNANCE AND ORGANIZATION Organizational Structure, Skills and Competence Service Provider Types and Strategies
9 - MEASUREMENT Determining and Using Metrics Design and Development of Measurement Frameworks Service Measurement Monitoring and Control Systems Increasing Visibility
10 - IMPLEMENTING AND IMPROVING SERVICE MANAGEMENT CAPABILITY Service Strategy Implementation Assessing Service Management SWOT Analysis GAP Analysis Benchmarking Assessing Maturity Levels Aligning Quality and the Cost of Service Provision Seven-step Improvement Process Key Considerations Making the Case for Improvements Return on Investment for CSI Managing Organizational and Stakeholder Change Planning and Implementing Organizational Change Organizational Change Management Key Technology Considerations
11 - ADDITIONAL SOURCES OF HELP 12 - LIVING THE LIFECYCLE ASSIGNMENTS 13 - CASE STUDY 14 - EXAM TAKING TIPS Aktuální osnova kurzu se může lišit v závislosti na pobočce, která ho nabízí. Více informací vám poskytnou naši obchodní zástupci.
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