ITIL® Managing Across the Lifecycle: Course Contents | ALC Training News

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1. Introduction to IT Service Management Business and Managerial Issues
  • Lifecycle positioning and transition
  • Distinguishing open-loop vs. closed-loop systems
  • The relationship between the business and IT
  • Achieving business value with people, process and functions
2. Managing the Planning and Implementation of IT Service Management
  • Key activities and policy consideration
  • Directing, controlling and evaluating
3. Management of Strategic Change
  • Identifying the business benefits and resource planning
  • Controlling quality
  • Strategic influencing
  • Customer liaison
4. Risk Management
  • Evaluating risk
  • Controlling risk
5. Understanding Organisational Challenges
  • Addressing organisational challenges
  • Knowledge Management
6. Service Assessment
  • Measuring value
  • Monitoring and reporting
  • Service Portfolio assessment
7.  Industry Guidance and Tool Strategies
  • Industry standards
  • Tool strategies

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