Overview
The ITIL Intermediate: Managing Across the Lifecycle (MALC) course leads to the ITIL Expert level. It is a comprehensive course that focuses on business, management, supervisory objectives, processes, purposes, functions and activities. The course enables learners to understand interfaces and interactions between processes in service lifecycle. The course is designed to enable individuals to learn how to implement core disciplines and learnt concepts of ITIL. Understand the best practices associated with the ITIL framework. It is an in-depth course that covers best practices relevant to the ITIL framework.
The ITIL Intermediate: Managing Across the Lifecycle (MALC) course is between the intermediate and expert levels and is the final module before the Expert status and it enables professionals to integrate their ITIL knowledge in real-world settings within their organisation.
The ITIL Intermediate: Managing Across the Lifecycle (MALC) course will enable individuals who have gained the relevant expertise and experience to be able to offer consistent customer satisfaction within their business objectives. The Managing Across the Lifecycle module is worth 5 credits to achieve the minimum of 17 credits required before reaching the final step of the ITIL Expert Level. The course is globally recognised and accredited to a training organisation and learners will be issued an internationally recognised qualification following full completion of the ITIL Intermediate: Service Offerings and Agreement course.
Why consider learning at Study 365?
With so many commitments in our lives, we may not have the time to learn new skills. The beauty of studying online is that you get to find this balance between your education and your daily commitments.
Study 365 offers hundreds of online courses to students across the world. Gaining new skills has never been this easy as many of our courses are open to students with little or no qualifications or previous experience. All the courses are up-to-date, relevant, affordable, and will build on existing expertise or give you a jump-start to a new career. The courses are meticulously designed and equals what is offered in a classroom setting. With a solid reputation that has established and made us made us one of the most trusted and reliable online course providers we offer the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in your chosen career. You can learn at your own pace at Study 365 and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules, interactive quizzes and free resources which include Free CV writing pack, free career support and course demo to make your learning experience enriching and more rewarding.
Learning Outcomes
- Understand the relationship between business and IT and learn how to achieve business value.
- Learn the critical success components, value, benefits and costs dynamics in management of strategic change.
- Understand risk management and organizational challenges.
- Learn activities such as leading, guiding monitoring, evaluating and communicating.
- Learn about organisational maturity, transition, structure, governance and achieving balance in relation to service operations knowledge.
- Learn how to distinguish between complementary services and how it supports ITIL initiatives.
Access Duration
The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at any time.
Who is this Course aimed at?
- The course is aimed at IT Operations Manager.
- Service Level Manager
- Business Relationship Manager
- IT Supplier Manager
- Individuals working in roles within service based business models who want to enhance their knowledge of concepts, functions and processes related to service operation.
Entry Requirements
- The course requires that learners have an understanding of the ITIL Orientation, Foundation and Practitioner course.
- Individuals involved in phases of the lifecycle and who want to acquire a deep understanding that can be applied to enhance and improve the quality of IT service delivery within an organisation.
Method of Assessment
At the end of the ITIL Intermediate: Managing Across the Lifecycle (MALC) course you will be required to take a multiple choice question assessment test comprising of 10 questions per paper in 120 minutes duration. The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.
Certification
Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate: Managing Across the Lifecycle (MALC).
Awarding Body
The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.
Progression and Career Path
Once you successfully complete ITIL Intermediate: Managing Across the Lifecycle (MALC) you will be qualified to work in the following positions. The ITIL qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.
- IT Operations Manager – (average UK yearly salary: £45,537)
- IT Security Manager – (average UK yearly salary: £50,473)
- Business Relationship Manager – (average UK yearly salary: £40,571)
- Configuration Manager – (average UK yearly salary: £37,654)
- IT Project Manager – (average UK yearly salary: £42,074)
Others Jobs you can get
- IT Management
- Senior IT Managers
- IT Professionals
ITIL®, RESILIA™, PRINCE2®, and the Swirl logo™ are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.
Course Curriculum
| ➤ Module 01: Course Introduction | |||
| Course Introduction | |||
| Course Introduction | 00:00:00 | ||
| 1.0 Lesson: Course Organization | |||
| Course Organization | 00:00:00 | ||
| Welcome to the Course | 00:00:00 | ||
| Mentoring Community Introductions | 00:00:00 | ||
| Why Are You Here? | 00:00:00 | ||
| Using Bloom’s Taxonomy | 00:00:00 | ||
| What do you Expect? | 00:00:00 | ||
| Housekeeping Online | 00:00:00 | ||
| 2.0 Lesson: Course Conventions & Agenda | |||
| Course Conventions & Agenda | 00:00:00 | ||
| Conventions Used | 00:00:00 | ||
| Quizzes & Exercises | 00:00:00 | ||
| ITIL Qualification Scheme | 00:00:00 | ||
| ITIL MaLC Exam | 00:00:00 | ||
| Getting Started with an Online Class | 00:00:00 | ||
| What’s Unique About this Course | 00:00:00 | ||
| 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 | ||
| The Practice of Service Management | 00:00:00 | ||
| Services | 00:00:00 | ||
| Service Management | 00:00:00 | ||
| IT Service Management | 00:00:00 | ||
| Global ITSM Domain Map | 00:00:00 | ||
| IT Service Provider Capability Model | 00:00:00 | ||
| 2.0 Lesson: Service Value Across the Lifecycle | |||
| Service Value Across the Lifecycle | 00:00:00 | ||
| The IT Service Management Lifecycle | 00:00:00 | ||
| Service Strategy | 00:00:00 | ||
| Service Design | 00:00:00 | ||
| Service Transition | 00:00:00 | ||
| Service Operation | 00:00:00 | ||
| Continual Service Improvement | 00:00:00 | ||
| Integration Across the Service Lifecycle | 00:00:00 | ||
| Coordination & Collaboration | 00:00:00 | ||
| 3.0 Lesson: Other Key Concepts | |||
| Other Key Concepts | 00:00:00 | ||
| Core, Enabling & Enhancing Services | 00:00:00 | ||
| Organizing for Service Management | 00:00:00 | ||
| Using RACI to Clarify Roles | 00:00:00 | ||
| Functional Roles Analysis | 00:00:00 | ||
| Activity Analysis | 00:00:00 | ||
| Management of Risk | 00:00:00 | ||
| Managing Risk & the Lifecycle | 00:00:00 | ||
| Sharing Knowledge across the Lifecycle | 00:00:00 | ||
| Architecture of an SKMS | 00:00:00 | ||
| 4.0 Lesson: Introduction to MaLC Summary | |||
| Introduction to MaLC Summary | 00:00:00 | ||
| Introduction to MaLC Summary | 00:00:00 | ||
| Checkpoint | 00:00:00 | ||
| Case Study Review | 00:00:00 | ||
| End of Chapter Quiz Review | 00:00:00 | ||
| Chapter 02 Review | 00:00:00 | ||
| ➤ Module 03: Stakeholder Management and Communication | |||
| 1.0 Lesson: Stakeholder Management | |||
| Stakeholder Management | 00:00:00 | ||
| BRM across the Lifecycle | 00:00:00 | ||
| BRM & Service Strategy | 00:00:00 | ||
| BRM & Service Design | 00:00:00 | ||
| BRM & Service Transition | 00:00:00 | ||
| BRM & Service Operation | 00:00:00 | ||
| BRM & Continual Service Improvement | 00:00:00 | ||
| BRM & Communications | 00:00:00 | ||
| Business Relationship Management Roles | 00:00:00 | ||
| 2.0 Lesson: Stakeholder Communication | |||
| Stakeholder Communication | 00:00:00 | ||
| Managing Communications & Commitment | 00:00:00 | ||
| Service Models Use in Communication | 00:00:00 | ||
| Design Coordination & Service Definition | 00:00:00 | ||
| Communication Strategy | 00:00:00 | ||
| Support & Delivery Communication | 00:00:00 | ||
| Communication in the Context of Improvement | 00:00:00 | ||
| 3.0 Lesson: Stakeholder Management & Communication Summary | |||
| Stakeholder Management & Communication Summary | 00:00:00 | ||
| Stakeholder Management & Communication Summary | 00:00:00 | ||
| Checkpoint | 00:00:00 | ||
| End of Chapter Quiz Review | 00:00:00 | ||
| 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 | ||
| Global ITSM Domain Map | 00:00:00 | ||
| IT Service Provider Capability Model | 00:00:00 | ||
| Integration of Lifecycle Processes | 00:00:00 | ||
| Impact of Strategy across the Lifecycle | 00:00:00 | ||
| Lifecycle Perspective of Design | 00:00:00 | ||
| Lifecycle Inputs & Outputs | 00:00:00 | ||
| Service Strategy I/O | 00:00:00 | ||
| Service Design I/O | 00:00:00 | ||
| Service Transition I/O | 00:00:00 | ||
| Service Operation I/O | 00:00:00 | ||
| Continual Service Improvement I/O | 00:00:00 | ||
| 2.0 Lesson: Service Strategy | |||
| Service Strategy | 00:00:00 | ||
| Strategy Management for IT Services | 00:00:00 | ||
| Strategy Management Business Value | 00:00:00 | ||
| Strategy Management Relationships | 00:00:00 | ||
| Strategy Management Process | 00:00:00 | ||
| Service Portfolio Management | 00:00:00 | ||
| SPM Value to the Business | 00:00:00 | ||
| SPM Relationships | 00:00:00 | ||
| Service Portfolio | 00:00:00 | ||
| Financial Management | 00:00:00 | ||
| Financial Management Value to the Business | 00:00:00 | ||
| Financial Management Relationships | 00:00:00 | ||
| Financial Management Major I/O | 00:00:00 | ||
| Demand Management | 00:00:00 | ||
| Demand Management Value to the Business | 00:00:00 | ||
| Demand Management Relationships | 00:00:00 | ||
| Business Activity Patterns | 00:00:00 | ||
| Business Relationship Management | 00:00:00 | ||
| BRM Value to the Business | 00:00:00 | ||
| BRM Relationships | 00:00:00 | ||
| 3.0 Lesson: Service Design | |||
| Service Design | 00:00:00 | ||
| Design Coordination | 00:00:00 | ||
| Design Coordination Value to the Business | 00:00:00 | ||
| Design Coordination Relationships | 00:00:00 | ||
| Design Coordination Context | 00:00:00 | ||
| Service Catalog Management | 00:00:00 | ||
| SCM Value to the Business | 00:00:00 | ||
| SCM Relationships | 00:00:00 | ||
| Service Catalog Management Context | 00:00:00 | ||
| Service Level Management | 00:00:00 | ||
| SLM Value to the Business | 00:00:00 | ||
| SLM Relationships | 00:00:00 | ||
| Service Level Management Context | 00:00:00 | ||
| Availability Management | 00:00:00 | ||
| Availability Management Value to the Business | 00:00:00 | ||
| Availability Management Relationships | 00:00:00 | ||
| Availability Management Context | 00:00:00 | ||
| Capacity Management | 00:00:00 | ||
| Capacity Management Value to the Business | 00:00:00 | ||
| Capacity Management Relationships | 00:00:00 | ||
| Capacity Management Context | 00:00:00 | ||
| Continuity Management | 00:00:00 | ||
| Continuity Management Value to the Business | 00:00:00 | ||
| Continuity Management Relationships | 00:00:00 | ||
| Continuity Management Context | 00:00:00 | ||
| Security Management | 00:00:00 | ||
| Security Management Value to the Business | 00:00:00 | ||
| Security Management Relationships | 00:00:00 | ||
| Security Management Context | 00:00:00 | ||
| Supplier Management | 00:00:00 | ||
| Supplier Management Value to the Business | 00:00:00 | ||
| Supplier Management Relationships | 00:00:00 | ||
| Supplier Management Context | 00:00:00 | ||
| 4.0 Lesson: Service Transition | |||
| Service Transition | 00:00:00 | ||
| Transition Planning & Support | 00:00:00 | ||
| Transition Planning & Support Value to the Business | 00:00:00 | ||
| Transition Planning & Support Relationships | 00:00:00 | ||
| Service Planning & Support Context | 00:00:00 | ||
| Change Management | 00:00:00 | ||
| Change Management Value to the Business | 00:00:00 | ||
| Change Management Relationships | 00:00:00 | ||
| Change Management Context | 00:00:00 | ||
| Service Asset & Configuration Management | 00:00:00 | ||
| SACM Value to the Business | 00:00:00 | ||
| SACM Relationships | 00:00:00 | ||
| SACM Context | 00:00:00 | ||
| Release & Deployment Management | 00:00:00 | ||
| Release & Deployment Value to the Business | 00:00:00 | ||
| Release & Deployment Relationships | 00:00:00 | ||
| Release & Deployment Management Context | 00:00:00 | ||
| Service Validation & Testing | 00:00:00 | ||
| Service Validation & Testing Value to the Business | 00:00:00 | ||
| Service Validation & Testing Relationships | 00:00:00 | ||
| Service Validation & Testing Context | 00:00:00 | ||
| Change Evaluation | 00:00:00 | ||
| Change Evaluation Value to the Business | 00:00:00 | ||
| Change Evaluation Relationships | 00:00:00 | ||
| Change Evaluation Context | 00:00:00 | ||
| Knowledge Management | 00:00:00 | ||
| Knowledge Management Value to the Business | 00:00:00 | ||
| Knowledge Management Relationships | 00:00:00 | ||
| Knowledge Management Context | 00:00:00 | ||
| 5.0 Lesson: Service Operation | |||
| Service Operation | 00:00:00 | ||
| Event Management | 00:00:00 | ||
| Event Management Value to the Business | 00:00:00 | ||
| Event Management Relationships | 00:00:00 | ||
| Event Management Context | 00:00:00 | ||
| Incident Management | 00:00:00 | ||
| Incident Management Value to the Business | 00:00:00 | ||
| Incident Management Relationships | 00:00:00 | ||
| Incident Management Context | 00:00:00 | ||
| Request Fulfillment | 00:00:00 | ||
| Request Fulfillment Value to the Business | 00:00:00 | ||
| Request Fulfillment Relationships | 00:00:00 | ||
| Request Fulfillment Context | 00:00:00 | ||
| Problem Management | 00:00:00 | ||
| Problem Management Value to the Business | 00:00:00 | ||
| Problem Management Relationships | 00:00:00 | ||
| Problem Management Context | 00:00:00 | ||
| Access Management | 00:00:00 | ||
| Access Management Value to the Business | 00:00:00 | ||
| Access Management Relationships | 00:00:00 | ||
| Access Management Context | 00:00:00 | ||
| 6.0 Lesson: Continual Service Improvement | |||
| Continual Service Improvement | 00:00:00 | ||
| 7-Step Improvement | 00:00:00 | ||
| 7-Step Improvement Business Value | 00:00:00 | ||
| 7-Step Improvement Relationships | 00:00:00 | ||
| 7-Step Improvement Context | 00:00:00 | ||
| 7.0 Lesson: Process Integration Summary | |||
| Process Integration Summary | 00:00:00 | ||
| Process Integration Summary | 00:00:00 | ||
| Checkpoint | 00:00:00 | ||
| End of Chapter Quiz Review | 00:00:00 | ||
| Chapter 04 Review | 00:00:00 | ||
| ➤ Module 05: Managing Services Across the Lifecycle | |||
| 1.0 Lesson: Stakeholder Needs | |||
| Stakeholder Needs | 00:00:00 | ||
| The Context of Service Design | 00:00:00 | ||
| Balanced Design | 00:00:00 | ||
| Identify Service Requirements | 00:00:00 | ||
| Service Relationships & Dependencies | 00:00:00 | ||
| Business Requirements & Drivers | 00:00:00 | ||
| Service Model | 00:00:00 | ||
| Design Coordination | 00:00:00 | ||
| Transition Planning & Support | 00:00:00 | ||
| Transition Lifecycle | 00:00:00 | ||
| 2.0 Lesson: Managing Cross-Lifecycle Processes | |||
| Managing Cross-Lifecycle Processes | 00:00:00 | ||
| Knowledge Flow | 00:00:00 | ||
| Logical Staff Mobility | 00:00:00 | ||
| Service Operation & Strategy | 00:00:00 | ||
| Service Operation & Design | 00:00:00 | ||
| Service Operation & Transition | 00:00:00 | ||
| Service Operation & Improvement | 00:00:00 | ||
| Early Lifecycle Involvement | 00:00:00 | ||
| Release Build & Test Involvement | 00:00:00 | ||
| 3.0 Lesson: Implementing & Improving Services | |||
| Implementing & Improving Services | 00:00:00 | ||
| SLM & Improvement | 00:00:00 | ||
| Service Reviews | 00:00:00 | ||
| Customer Satisfaction | 00:00:00 | ||
| Survey Tools & Techniques | 00:00:00 | ||
| Trends & Changes in Priority | 00:00:00 | ||
| Internal Analysis | 00:00:00 | ||
| External Analysis | 00:00:00 | ||
| Define Market Space | 00:00:00 | ||
| 4.0 Lesson: Challenges, CSFs & Risks | |||
| Challenges, CSFs & Risks | 00:00:00 | ||
| Challenges, Risks & Critical Success Factors | 00:00:00 | ||
| SS – Challenges | 00:00:00 | ||
| SS – Risks | 00:00:00 | ||
| SS – Critical Success Factors | 00:00:00 | ||
| SD – Challenges | 00:00:00 | ||
| SD – Risks | 00:00:00 | ||
| SD – Critical Success Factors | 00:00:00 | ||
| ST – Challenges | 00:00:00 | ||
| ST – Risks | 00:00:00 | ||
| ST – Critical Success Factors | 00:00:00 | ||
| SO – Challenges | 00:00:00 | ||
| SO – Risks | 00:00:00 | ||
| SO – Critical Success Factors | 00:00:00 | ||
| CSI – Challenges | 00:00:00 | ||
| CSI – Risks | 00:00:00 | ||
| 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 | ||
| Managing Services across the Lifecycle Summary | 00:00:00 | ||
| Checkpoint | 00:00:00 | ||
| End of Chapter Quiz Review | 00:00:00 | ||
| Chapter 05 Review | 00:00:00 | ||
| ➤ Module 06: Governance | |||
| 1.0 Lesson: Governance | |||
| Governance | 00:00:00 | ||
| What is Governance? | 00:00:00 | ||
| Setting Strategies, Policies & Plans | 00:00:00 | ||
| Who Governs? | 00:00:00 | ||
| Management or Governance | 00:00:00 | ||
| Governance Framework | 00:00:00 | ||
| Define, Fulfill & Enforce | 00:00:00 | ||
| Service Strategy & Governance | 00:00:00 | ||
| Sourcing Governance | 00:00:00 | ||
| Steering Committee | 00:00:00 | ||
| The CAB & Governance | 00:00:00 | ||
| Governance & Management Systems | 00:00:00 | ||
| 2.0 Lesson: Organizational Structure | |||
| Organizational Structure | 00:00:00 | ||
| Organizational Structure | 00:00:00 | ||
| Organizational Development | 00:00:00 | ||
| Stage 1 – Network | 00:00:00 | ||
| Stage 2 – Directive | 00:00:00 | ||
| Stage 3 – Delegation | 00:00:00 | ||
| Stage 4 – Coordination | 00:00:00 | ||
| Stage 5 – Collaboration | 00:00:00 | ||
| Organizational Departmentalization | 00:00:00 | ||
| Organizational Design | 00:00:00 | ||
| Logical Organization – Strategic Components | 00:00:00 | ||
| Logical Organization – Tactical & Operational Components | 00:00:00 | ||
| Logical Organization & the Customer | 00:00:00 | ||
| Service Design & Organizational Structure | 00:00:00 | ||
| Service Transition & Organizational Structures | 00:00:00 | ||
| Organizational Context for Service Transition | 00:00:00 | ||
| Competence & Training | 00:00:00 | ||
| 3.0 Lesson: Service Provider Types | |||
| Service Provider Types | 00:00:00 | ||
| Service Provider Types | 00:00:00 | ||
| Internal Service Provider | 00:00:00 | ||
| Shared Services Unit | 00:00:00 | ||
| External Services Unit | 00:00:00 | ||
| Choosing a Service Provider Type | 00:00:00 | ||
| Considering Service Type | 00:00:00 | ||
| Selecting Delivery Strategies | 00:00:00 | ||
| Sourcing Structures | 00:00:00 | ||
| 4.0 Lesson: Governance Summary | |||
| Governance Summary | 00:00:00 | ||
| Governance Summary | 00:00:00 | ||
| Checkpoint | 00:00:00 | ||
| End of Chapter Quiz Review | 00:00:00 | ||
| Chapter 06 Review | 00:00:00 | ||
| ➤ Module 07: Measurement | |||
| 1.0 Lesson: Measuring | |||
| Measuring | 00:00:00 | ||
| Business Value | 00:00:00 | ||
| Demonstrating Business Value | 00:00:00 | ||
| Service Measurement | 00:00:00 | ||
| Objectives | 00:00:00 | ||
| Measurement & Reporting Frameworks | 00:00:00 | ||
| Reporting Levels | 00:00:00 | ||
| Management Domains | 00:00:00 | ||
| Measurement Definition | 00:00:00 | ||
| Setting Targets | 00:00:00 | ||
| Process Measurements | 00:00:00 | ||
| Scorecard & Reports | 00:00:00 | ||
| Metrics | 00:00:00 | ||
| CSFs & KPIs | 00:00:00 | ||
| Using Metrics | 00:00:00 | ||
| 2.0 Lesson: Measurement Frameworks | |||
| Measurement Frameworks | 00:00:00 | ||
| Design & Develop Service Measurement Framework | 00:00:00 | ||
| Measurement Framework Grid | 00:00:00 | ||
| Designing Measurement Methods & Metrics | 00:00:00 | ||
| Metrics Tree | 00:00:00 | ||
| Monitoring & Control | 00:00:00 | ||
| Definitions | 00:00:00 | ||
| Monitor Control Loop | 00:00:00 | ||
| Control Loop Types | 00:00:00 | ||
| Measurements & Monitoring | 00:00:00 | ||
| Measurement Types | 00:00:00 | ||
| Measurement, Metrics & KPIs | 00:00:00 | ||
| Event Management Desired Features | 00:00:00 | ||
| 3.0 Lesson: Measurement Summary | |||
| Measurement Summary | 00:00:00 | ||
| Measurement Summary | 00:00:00 | ||
| Checkpoint | 00:00:00 | ||
| End of Chapter Quiz Review | 00:00:00 | ||
| Chapter 07 Review | 00:00:00 | ||
| ➤ Module 08: Implement and Improving – VO | |||
| 1.0 Lesson: Implementing Service Management | |||
| Implementing Service Management | 00:00:00 | ||
| CSI Approach | 00:00:00 | ||
| Business Questions for CSI | 00:00:00 | ||
| Lifecycle Approach to Strategy Implementation | 00:00:00 | ||
| Setting Implementation Strategy | 00:00:00 | ||
| Designing Service Strategy | 00:00:00 | ||
| Transitioning Service Strategy | 00:00:00 | ||
| Operating Service Strategy | 00:00:00 | ||
| Continual Improvement of Service Strategy | 00:00:00 | ||
| 2.0 Lesson: Assessing Service Management | |||
| Strategic Assessment | 00:00:00 | ||
| Internal Environment | 00:00:00 | ||
| External Environment | 00:00:00 | ||
| S.W.O.T Analysis | 00:00:00 | ||
| Gap Analysis | 00:00:00 | ||
| Service Gap Model | 00:00:00 | ||
| ISO/IEC 20000 | 00:00:00 | ||
| Six Sigma Methods | 00:00:00 | ||
| CobiT | 00:00:00 | ||
| CMMI & eSCM | 00:00:00 | ||
| Aligning Assets with Outcomes | 00:00:00 | ||
| Assessment & Improvement | 00:00:00 | ||
| When to Assess | 00:00:00 | ||
| What to Assess | 00:00:00 | ||
| Advantages & Risks of Assessments | 00:00:00 | ||
| Value vs. Maturity | 00:00:00 | ||
| Benchmarking | 00:00:00 | ||
| Benchmarking Procedure | 00:00:00 | ||
| Benchmarking Costs | 00:00:00 | ||
| Value of Benchmarking | 00:00:00 | ||
| Benchmarking Benefits | 00:00:00 | ||
| Who Is Involved? | 00:00:00 | ||
| What to Benchmark? | 00:00:00 | ||
| Comparison with Industry Norms | 00:00:00 | ||
| Benchmark Approach | 00:00:00 | ||
| 3.0 Lesson: Improving Service Management | |||
| Improving Service Management | 00:00:00 | ||
| CSI Register | 00:00:00 | ||
| PDCA & Continual Improvement | 00:00:00 | ||
| 7-Step Improvement Process | 00:00:00 | ||
| Step 1 – Strategy for Improvement | 00:00:00 | ||
| Step 2 – Define Measurement | 00:00:00 | ||
| Step 3 – Gather Data | 00:00:00 | ||
| Step 4 – Process Data | 00:00:00 | ||
| Step 5 – Analyze Information & Data | 00:00:00 | ||
| Step 6 – Present & Use Information | 00:00:00 | ||
| Step 7 – Implement Improvement | 00:00:00 | ||
| 4.0 Lesson: Key Considerations | |||
| Key Considerations | 00:00:00 | ||
| Service Economics | 00:00:00 | ||
| Return on Investment | 00:00:00 | ||
| ROI Focus | 00:00:00 | ||
| Business Case | 00:00:00 | ||
| Business Impact Analysis | 00:00:00 | ||
| Organizational Change | 00:00:00 | ||
| Service Management System | 00:00:00 | ||
| Kotter’s 8-Steps to Organizational Change | 00:00:00 | ||
| Establish Sense of Urgency | 00:00:00 | ||
| Form Guiding Coalition | 00:00:00 | ||
| Create Vision | 00:00:00 | ||
| Communicate the Vision | 00:00:00 | ||
| Empower Others to Act on Vision | 00:00:00 | ||
| Plan for & Create Short-Term Wins | 00:00:00 | ||
| Consolidate Improvements & Produce More Change | 00:00:00 | ||
| Institutionalize the Change | 00:00:00 | ||
| Planning & Implementing Support Technology | 00:00:00 | ||
| 5.0 Lesson: Implementing & Improving Summary | |||
| Implementing & Improving Summary | 00:00:00 | ||
| Implementing & Improving Summary | 00:00:00 | ||
| Checkpoint | 00:00:00 | ||
| End of Chapter Quiz Review | 00:00:00 | ||
| Chapter 08 Review | 00:00:00 | ||
| Course Closure | 00:00:00 | ||
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