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Course Curriculum

➤ module 01: course introduction – vo
course introduction
Course Introduction 00:00:00
1.0 lesson: course organization
Course Organization 00:00:00
1.1 Welcome to the Course 00:00:00
1.2 Mentoring Community Introductions 00:00:00
1.3 Why Are You Here? 00:00:00
1.4 Using Bloom’s Taxonomy 00:00:00
1.5 What do you Expect? 00:00:00
1.6 Housekeeping Online 00:00:00
2.0 lesson: course conventions & agenda
Course Conventions & Agenda 00:00:00
2.1 Conventions Used 00:00:00
2.2 Quizzes & Exercises 00:00:00
2.3 ITIL Qualification Scheme 00:00:00
2.4 ITIL MaLC Exam 00:00:00
2.5 Getting Started with an Online Class 00:00:00
2.6 What’s Unique About this Course 00:00:00
2.7 Chapter 01 Review 00:00:00
➤ module 02: introduction to managing across the lifecycle
1.0 lesson: the practice of service management
The Practice of Service Management 00:00:00
1.1 The Practice of Service Management 00:00:00
1.2 Services 00:00:00
1.3 Service Management 00:00:00
1.4 IT Service Management 00:00:00
1.5 Global ITSM Domain Map 00:00:00
1.6 IT Service Provider Capability Model 00:00:00
2.0 lesson: service value across the lifecycle
Service Value Across the Lifecycle 00:00:00
2.1 The IT Service Management Lifecycle 00:00:00
2.2 Service Strategy 00:00:00
2.3 Service Design 00:00:00
2.4 Service Transition 00:00:00
2.5 Service Operation 00:00:00
2.6 Continual Service Improvement 00:00:00
2.7 Integration Across the Service Lifecycle 00:00:00
2.8 Coordination & Collaboration 00:00:00
3.0 lesson: other key concepts
Other Key Concepts 00:00:00
3.1 Core, Enabling & Enhancing Services 00:00:00
3.2 Organizing for Service Management 00:00:00
3.3 Using RACI to Clarify Roles 00:00:00
3.4 Functional Roles Analysis 00:00:00
3.5 Activity Analysis 00:00:00
3.6 Management of Risk 00:00:00
3.7 Managing Risk & the Lifecycle 00:00:00
3.8 Sharing Knowledge across the Lifecycle 00:00:00
3.9 Architecture of an SKMS 00:00:00
4.0 lesson: introduction to malc summary
Introduction to MaLC Summary 00:00:00
4.1 Introduction to MaLC Summary 00:00:00
4.2 Checkpoint 00:00:00
4.3 Case Study Review 00:00:00
4.4 End of Chapter Quiz Review 00:00:00
4.5 Chapter 02 Review 00:00:00
➤ module 03: stakeholder management and communication
1.0 lesson: stakeholder management
Stakeholder Management 00:00:00
1.1 BRM across the Lifecycle 00:00:00
1.2 BRM & Service Strategy 00:00:00
1.3 BRM & Service Design 00:00:00
1.4 BRM & Service Transition 00:00:00
1.5 BRM & Service Operation 00:00:00
1.6 BRM & Continual Service Improvement 00:00:00
1.7 BRM & Communications 00:00:00
1.8 Business Relationship Management Roles 00:00:00
2.0 lesson: stakeholder communication
Stakeholder Communication 00:00:00
2.1 Managing Communications & Commitment 00:00:00
2.2 Service Models Use in Communication 00:00:00
2.3 Design Coordination & Service Definition 00:00:00
2.4 Communication Strategy 00:00:00
2.5 Support & Delivery Communication 00:00:00
2.6 Communication in the Context of Improvement 00:00:00
3.0 lesson: stakeholder management & communication summary
Stakeholder Management & Communication Summary 00:00:00
3.1 Stakeholder Management & Communication Summary 00:00:00
3.2 Checkpoint 00:00:00
3.3 End of Chapter Quiz Review 00:00:00
3.4 Chapter 03 Review 00:00:00
➤ module 04: process integration
1.0 lesson: process integration across the lifecycle
Process Integration Across the Lifecycle 00:00:00
1.1 Global ITSM Domain Map 00:00:00
1.2 IT Service Provider Capability Model 00:00:00
1.3 Integration of Lifecycle Processes 00:00:00
1.4 Impact of Strategy across the Lifecycle 00:00:00
1.5 Lifecycle Perspective of Design 00:00:00
1.6 Lifecycle Inputs & Outputs 00:00:00
1.7 Service Strategy I/O 00:00:00
1.8 Service Design I/O 00:00:00
1.9 Service Transition I/O 00:00:00
1.10 Service Operation I/O 00:00:00
1.11 Continual Service Improvement I/O 00:00:00
2.0 lesson: service strategy
Service Strategy 00:00:00
2.1 Strategy Management for IT Services 00:00:00
2.2 Strategy Management Business Value 00:00:00
2.3 Strategy Management Relationships 00:00:00
2.4 Strategy Management Process 00:00:00
2.5 Service Portfolio Management 00:00:00
2.6 SPM Value to the Business 00:00:00
2.7 SPM Relationships 00:00:00
2.8 Service Portfolio 00:00:00
2.9 Financial Management 00:00:00
2.10 Financial Management Value to the Business 00:00:00
2.11 Financial Management Relationships 00:00:00
2.12 Financial Management Major I/O 00:00:00
2.13 Demand Management 00:00:00
2.14 Demand Management Value to the Business 00:00:00
2.15 Demand Management Relationships 00:00:00
2.16 Business Activity Patterns 00:00:00
2.17 Business Relationship Management 00:00:00
2.18 BRM Value to the Business 00:00:00
2.19 BRM Relationships 00:00:00
3.0 lesson: service design
Service Design 00:00:00
3.1 Design Coordination 00:00:00
3.2 Design Coordination Value to the Business 00:00:00
3.3 Design Coordination Relationships 00:00:00
3.4 Design Coordination Context 00:00:00
3.5 Service Catalog Management 00:00:00
3.6 SCM Value to the Business 00:00:00
3.7 SCM Relationships 00:00:00
3.8 Service Catalog Management Context 00:00:00
3.9 Service Level Management 00:00:00
3.10 SLM Value to the Business 00:00:00
3.11 SLM Relationships 00:00:00
3.12 Service Level Management Context 00:00:00
3.13 Availability Management 00:00:00
3.14 Availability Management Value to the Business 00:00:00
3.15 Availability Management Relationships 00:00:00
3.16 Availability Management Context 00:00:00
3.17 Capacity Management 00:00:00
3.18 Capacity Management Value to the Business 00:00:00
3.19 Capacity Management Relationships 00:00:00
3.20 Capacity Management Context 00:00:00
3.21 Continuity Management 00:00:00
3.22 Continuity Management Value to the Business 00:00:00
3.23 Continuity Management Relationships 00:00:00
3.24 Continuity Management Context 00:00:00
3.25 Security Management 00:00:00
3.26 Security Management Value to the Business 00:00:00
3.27 Security Management Relationships 00:00:00
3.28 Security Management Context 00:00:00
3.29 Supplier Management 00:00:00
3.30 Supplier Management Value to the Business 00:00:00
3.31 Supplier Management Relationships 00:00:00
3.32 Supplier Management Context 00:00:00
4.0 lesson: service transition
Service Transition 00:00:00
4.1 Transition Planning & Support 00:00:00
4.2 Transition Planning & Support Value to the Business 00:00:00
4.3 Transition Planning & Support Relationships 00:00:00
4.4 Service Planning & Support Context 00:00:00
4.5 Change Management 00:00:00
4.6 Change Management Value to the Business 00:00:00
4.7 Change Management Relationships 00:00:00
4.8 Change Management Context 00:00:00
4.9 Service Asset & Configuration Management 00:00:00
4.10 SACM Value to the Business 00:00:00
4.11 SACM Relationships 00:00:00
4.12 SACM Context 00:00:00
4.13 Release & Deployment Management 00:00:00
4.14 Release & Deployment Value to the Business 00:00:00
4.15 Release & Deployment Relationships 00:00:00
4.16 Release & Deployment Management Context 00:00:00
4.17 Service Validation & Testing 00:00:00
4.18 Service Validation & Testing Value to the Business 00:00:00
4.19 Service Validation & Testing Relationships 00:00:00
4.20 Service Validation & Testing Context 00:00:00
4.21 Change Evaluation 00:00:00
4.22 Change Evaluation Value to the Business 00:00:00
4.23 Change Evaluation Relationships 00:00:00
4.24 Change Evaluation Context 00:00:00
4.25 Knowledge Management 00:00:00
4.26 Knowledge Management Value to the Business 00:00:00
4.27 Knowledge Management Relationships 00:00:00
4.28 Knowledge Management Context 00:00:00
5.0 lesson: service operation
Service Operation 00:00:00
5.1 Event Management 00:00:00
5.2 Event Management Value to the Business 00:00:00
5.3 Event Management Relationships 00:00:00
5.4 Event Management Context 00:00:00
5.5 Incident Management 00:00:00
5.6 Incident Management Value to the Business 00:00:00
5.7 Incident Management Relationships 00:00:00
5.8 Incident Management Context 00:00:00
5.9 Request Fulfillment 00:00:00
5.10 Request Fulfillment Value to the Business 00:00:00
5.11 Request Fulfillment Relationships 00:00:00
5.12 Request Fulfillment Context 00:00:00
5.13 Problem Management 00:00:00
5.14 Problem Management Value to the Business 00:00:00
5.15 Problem Management Relationships 00:00:00
5.16 Problem Management Context 00:00:00
5.17 Access Management 00:00:00
5.18 Access Management Value to the Business 00:00:00
5.19 Access Management Relationships 00:00:00
5.20 Access Management Context 00:00:00
6.0 lesson: continual service improvement
Continual Service Improvement 00:00:00
6.1 7-Step Improvement 00:00:00
6.2 7-Step Improvement Business Value 00:00:00
6.3 7-Step Improvement Relationships 00:00:00
6.4 7-Step Improvement Context 00:00:00
7.0 lesson: process integration summary
Process Integration Summary 00:00:00
7.1 Process Integration Summary 00:00:00
7.2 Checkpoint 00:00:00
7.3 End of Chapter Quiz Review 00:00:00
7.4 Chapter 04 Review 00:00:00
➤ module 05: managing services across the lifecycle
1.0 lesson: stakeholder needs
Stakeholder Needs 00:00:00
1.1 The Context of Service Design 00:00:00
1.2 Balanced Design 00:00:00
1.3 Identify Service Requirements 00:00:00
1.4 Service Relationships & Dependencies 00:00:00
1.5 Business Requirements & Drivers 00:00:00
1.6 Service Model 00:00:00
1.7 Design Coordination 00:00:00
1.8 Transition Planning & Support 00:00:00
1.9 Transition Lifecycle 00:00:00
2.0 lesson: managing cross-lifecycle processes
Managing Cross-Lifecycle Processes 00:00:00
2.1 Knowledge Flow 00:00:00
2.2 Logical Staff Mobility 00:00:00
2.3 Service Operation & Strategy 00:00:00
2.4 Service Operation & Design 00:00:00
2.5 Service Operation & Transition 00:00:00
2.6 Service Operation & Improvement 00:00:00
2.7 Early Lifecycle Involvement 00:00:00
2.8 Release Build & Test Involvement 00:00:00
3.0 lesson: implementing & improving services
Implementing & Improving Services 00:00:00
3.1 SLM & Improvement 00:00:00
3.2 Service Reviews 00:00:00
3.3 Customer Satisfaction 00:00:00
3.4 Survey Tools & Techniques 00:00:00
3.5 Trends & Changes in Priority 00:00:00
3.6 Internal Analysis 00:00:00
3.7 External Analysis 00:00:00
3.8 Define Market Space 00:00:00
4.0 lesson: challenges, csfs & risks
Challenges, CSFs & Risks 00:00:00
4.1 Challenges, Risks & Critical Success Factors 00:00:00
4.2 SS – Challenges 00:00:00
4.3 SS – Risks 00:00:00
4.4 SS – Critical Success Factors 00:00:00
4.5 SD – Challenges 00:00:00
4.6 SD – Risks 00:00:00
4.7 SD – Critical Success Factors 00:00:00
4.8 ST – Challenges 00:00:00
4.9 ST – Risks 00:00:00
4.10 ST – Critical Success Factors 00:00:00
4.11 SO – Challenges 00:00:00
4.12 SO – Risks 00:00:00
4.13 SO – Critical Success Factors 00:00:00
4.14 CSI – Challenges 00:00:00
4.15 CSI – Risks 00:00:00
4.16 CSI – Critical Success Factors 00:00:00
5.0 lesson: managing services across the lifecycle summary
Managing Services Across the Lifecycle Summary 00:00:00
5.1 Managing Services across the Lifecycle Summary 00:00:00
5.2 Checkpoint 00:00:00
5.3 End of Chapter Quiz Review 00:00:00
5.4 Chapter 05 Review 00:00:00
➤ module 06: governance
1.0 lesson: governance
Governance 00:00:00
1.1 What is Governance? 00:00:00
1.2 Setting Strategies, Policies & Plans 00:00:00
1.3 Who Governs? 00:00:00
1.4 Management or Governance 00:00:00
1.5 Governance Framework 00:00:00
1.6 Define, Fulfill & Enforce 00:00:00
1.7 Service Strategy & Governance 00:00:00
1.8 Sourcing Governance 00:00:00
1.9 Steering Committee 00:00:00
1.10 The CAB & Governance 00:00:00
1.11 Governance & Management Systems 00:00:00
2.0 lesson: organizational structure
Organizational Structure 00:00:00
2.1 Organizational Structure 00:00:00
2.2 Organizational Development 00:00:00
2.3 Stage 1 – Network 00:00:00
2.4 Stage 2 – Directive 00:00:00
2.5 Stage 3 – Delegation 00:00:00
2.6 Stage 4 – Coordination 00:00:00
2.7 Stage 5 – Collaboration 00:00:00
2.8 Organizational Departmentalization 00:00:00
2.9 Organizational Design 00:00:00
2.10 Logical Organization – Strategic Components 00:00:00
2.11 Logical Organization – Tactical & Operational Components 00:00:00
2.12 Logical Organization & the Customer 00:00:00
2.13 Service Design & Organizational Structure 00:00:00
2.14 Service Transition & Organizational Structures 00:00:00
2.15 Organizational Context for Service Transition 00:00:00
2.16 Competence & Training 00:00:00
3.0 lesson: service provider types
Service Provider Types 00:00:00
3.1 Service Provider Types 00:00:00
3.2 Internal Service Provider 00:00:00
3.3 Shared Services Unit 00:00:00
3.4 External Services Unit 00:00:00
3.5 Choosing a Service Provider Type 00:00:00
3.6 Considering Service Type 00:00:00
3.7 Selecting Delivery Strategies 00:00:00
3.8 Sourcing Structures 00:00:00
4.0 lesson: governance summary
Governance Summary 00:00:00
4.1 Governance Summary 00:00:00
4.2 Checkpoint 00:00:00
4.3 End of Chapter Quiz Review 00:00:00
4.4 Chapter 06 Review 00:00:00
➤ module 07: measurement
1.0 lesson: measuring
Measuring 00:00:00
1.1 Business Value 00:00:00
1.2 Demonstrating Business Value 00:00:00
1.3 Service Measurement 00:00:00
1.4 Objectives 00:00:00
1.5 Measurement & Reporting Frameworks 00:00:00
1.6 Reporting Levels 00:00:00
1.7 Management Domains 00:00:00
1.8 Measurement Definition 00:00:00
1.9 Setting Targets 00:00:00
1.10 Process Measurements 00:00:00
1.11 Scorecard & Reports 00:00:00
1.12 Metrics 00:00:00
1.13 CSFs & KPIs 00:00:00
1.14 Using Metrics 00:00:00
2.0 lesson: measurement frameworks
Measurement Frameworks 00:00:00
2.1 Design & Develop Service Measurement Framework 00:00:00
2.2 Measurement Framework Grid 00:00:00
2.3 Designing Measurement Methods & Metrics 00:00:00
2.4 Metrics Tree 00:00:00
2.5 Monitoring & Control 00:00:00
2.6 Definitions 00:00:00
2.7 Monitor Control Loop 00:00:00
2.8 Control Loop Types 00:00:00
2.9 Measurements & Monitoring 00:00:00
2.10 Measurement Types 00:00:00
2.11 Measurement, Metrics & KPIs 00:00:00
2.12 Event Management Desired Features 00:00:00
3.0 lesson: measurement summary
Measurement Summary 00:00:00
3.1 Measurement Summary 00:00:00
3.2 Checkpoint 00:00:00
3.3 End of Chapter Quiz Review 00:00:00
3.4 Chapter 07 Review 00:00:00
➤ module 08: implement and improving – vo
1.0 lesson: implementing service management
Implementing Service Management 00:00:00
1.1 CSI Approach 00:00:00
1.2 Business Questions for CSI 00:00:00
1.3 Lifecycle Approach to Strategy Implementation 00:00:00
1.4 Setting Implementation Strategy 00:00:00
1.5 Designing Service Strategy 00:00:00
1.6 Transitioning Service Strategy 00:00:00
1.7 Operating Service Strategy 00:00:00
1.8 Continual Improvement of Service Strategy 00:00:00
2.0 lesson: assessing service management
2.1 Strategic Assessment 00:00:00
2.2 Internal Environment 00:00:00
2.3 External Environment 00:00:00
2.4 S.W.O.T Analysis 00:00:00
2.5 Gap Analysis 00:00:00
2.6 Service Gap Model 00:00:00
2.7 ISO/IEC 20000 00:00:00
2.8 Six Sigma Methods 00:00:00
2.9 CobiT 00:00:00
2.10 CMMI & eSCM 00:00:00
2.11 Aligning Assets with Outcomes 00:00:00
2.12 Assessment & Improvement 00:00:00
2.13 When to Assess 00:00:00
2.14 What to Assess 00:00:00
2.15 Advantages & Risks of Assessments 00:00:00
2.16 Value vs. Maturity 00:00:00
2.17 Benchmarking 00:00:00
2.18 Benchmarking Procedure 00:00:00
2.19 Benchmarking Costs 00:00:00
2.20 Value of Benchmarking 00:00:00
2.21 Benchmarking Benefits 00:00:00
2.22 Who Is Involved? 00:00:00
2.23 What to Benchmark? 00:00:00
2.24 Comparison with Industry Norms 00:00:00
2.25 Benchmark Approach 00:00:00
3.0 lesson: improving service management
Improving Service Management 00:00:00
3.1 CSI Register 00:00:00
3.2 PDCA & Continual Improvement 00:00:00
3.3 7-Step Improvement Process 00:00:00
3.4 Step 1 – Strategy for Improvement 00:00:00
3.5 Step 2 – Define Measurement 00:00:00
3.6 Step 3 – Gather Data 00:00:00
3.7 Step 4 – Process Data 00:00:00
3.8 Step 5 – Analyze Information & Data 00:00:00
3.9 Step 6 – Present & Use Information 00:00:00
3.10 Step 7 – Implement Improvement 00:00:00
4.0 lesson: key considerations
Key Considerations 00:00:00
4.1 Service Economics 00:00:00
4.2 Return on Investment 00:00:00
4.3 ROI Focus 00:00:00
4.4 Business Case 00:00:00
4.5 Business Impact Analysis 00:00:00
4.6 Organizational Change 00:00:00
4.7 Service Management System 00:00:00
4.8 Kotter’s 8-Steps to Organizational Change 00:00:00
4.9 Establish Sense of Urgency 00:00:00
4.10 Form Guiding Coalition 00:00:00
4.11 Create Vision 00:00:00
4.12 Communicate the Vision 00:00:00
4.13 Empower Others to Act on Vision 00:00:00
4.14 Plan for & Create Short-Term Wins 00:00:00
4.15 Consolidate Improvements & Produce More Change 00:00:00
4.16 Institutionalize the Change 00:00:00
4.17 Planning & Implementing Support Technology 00:00:00
5.0 lesson: implementing & improving summary
Implementing & Improving Summary 00:00:00
5.1 Implementing & Improving Summary 00:00:00
5.2 Checkpoint 00:00:00
5.3 End of Chapter Quiz Review 00:00:00
5.4 Chapter 08 Review 00:00:00
5.5 Course Closure 00:00:00
PRIVATE
PRIVATE COURSE

  • 365 Days
  • Awarded by 'ITIL'
  • 12Learning Hours
  • Course Material
  • 05Number of Modules

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