Curso Managing Across The Lifecycle Certificate – ITIL Intermediate

5 Días

Aquellos que necesitan una comprensión del ciclo de vida del servicio a un nivel de gestión y de negocio y cómo puede ser implementado para mejorar la calidad de la provisión de los servicios dentro de la organización. Aquellos que buscan la certificación de ITIL Expert en Gesgión del Servicio TI. Aquellos que buscan progresar en ITIL a un nivel de MASTER, para lo que el ITIL Expert es un requisito. CIOs, Directores y Jefes de TI, Profesionales de las Tecnologías.

Certificación ITIL Service Manager Foundations (ITIL V3 ó ITIL V2 + Bridge) y haber obtenido 15 créditos como mínimo de una selección balanceada de ITIL en Ciclo de Vida o Capacidad. Deberá proveerse documentación que acredite lo anterior para ser admitido a este examen.

- Introducción al Negocio de la Gestión del Servicio y a las actividades de Administración. - Gestión y Planificación de la implantación de la Gestión del Servicio. - Gestión del Cambio Estratégico. - Gestión del Riesgo. - Funciones de Gestión. - Entendimiento de los retos en la Organización. - Evaluación del ciclo de vida de los proyectos. - Entendimiento complementario de la industria. - Los alumnos serán capaces de adquirir la habilidad de crear patrones o estructuras desde elementos compuestos para alcanzar un nuevo significado o resultado. Podrán hacer juicios, sopesar opciones de ideas y elementos para justificar y soportar un argumento o caso.

Módulo 1: Introduction • Lifecycle positioning and transition -The difference between open-loop and closed-loop systems -Complex Monitor Control loops -ITSM Monitor Control loops • The relationship between Business and IT -How to achieve business value with people, process and function -How to achieve business value with supplier relationship and technology alignment Módulo 2: Management of Strategic Change • Value creation challenge • Critical success components to managing lifecycle risk • Business benefits -Determining Benefit Realization -Determining Value to Business Value of Investment (VOI), Return on Investment (ROI) -Determining Variable Cost Dynamics (VCD) -Alignment of business policy, future direction and Demand Management -Alignment to Service Portfolio and Service Catalogue management -Planning and Defining scope • Resource and Capability planning -Awareness of design and delivery model choices -Budgeting, costing, service assets • Controlling Quality -Quality opportunities -Intangible and Measuring benefits -Assets - Service and Strategic • Strategic Influencing -Defining awareness communication activities -People Education and knowledge transfer management • Customer liaison -Business Relationship Management -Service Structure and Value nets and value-chains -Termination and Retirement of Services Módulo 3: Risk Management • The challenges, critical success factors and risks to service management • Identification of Risk • Evaluation of Risk – CFIA, FTA, BIA, SFA, Risk Analysis and Management • Corrective Actions • Controlling Risk • Transfer of risks • Service Provider risks • Contract risks • Design risks • Operational risks • Market risks Módulo 4: Managing the Planning and Implementation of IT Service Management • Activities during Plan, Do, Check, Act including Aspects of Strategy and the 4P’s of Strategy • Policy considerations -Strategy considerations -Design considerations -Transition considerations • Directing -Value of achieving business goals by guiding, leading and monitoring • Controlling and Evaluating -Value of verifying and using feedback to control lifecycle • Organizational Form and Design • Communication, Coordination and Control Módulo 5: Understanding Organizational Challenges • Organizational maturity • Organizational structure • Knowledge Management and security of information • Organizational transition • Governance • Balance in Service Operations Módulo 6: Service Assessmen • Value of Measuring -Why Measure -What to Measure • Value of Monitoring -What to Monitor -Reporting -Value of benchmarking • Service Portfolio assessment across the lifecycle -Assessment of achievements -Corrective action -Business Perspective and Improvements Módulo 7: Understanding Complementary Industry Guidance and Tool Strategie • COBIT • ISO/IEC 20000 • CMMI • Balanced Scorecard • Quality Management • OSI Framework • Annuity • Service Management maturity framework • Six Sigma • Project Management • TQM • Management Governance framework • Tool Strategies