Esquema Detallado del Curso
INTRODUCTIONS
- Unique Nature of the Course
- Course Learning Objectives
- Course Agenda
- Concept of Service
- Concept of Service Management
- Function, Process, and Role
- Specific Roles in the Process
- Sole of RCV in the Service Lifecycle
UNIT 1: CHANGE MANAGEMENT
- Purpose, Goals, and Objective
- Scope of The Process
- Business Value of the Process
- Policies, Principles, and Basic Concepts
- Main Activities, Methods, and Techniques of the Process and its Relationship with RCV
- Triggers, Inputs, Outputs, and Interfaces with Other Processes
- Process Measurement
- Roles and Responsibilities of the Process
- Service Operation Activities in the Process
- Relationship Between CSI and Organizational Change
- Sample Test Question
UNIT 2: SERVICE ASSET AND CONFIGURATION MANAGEMENT
- Purpose, Goals, and Objective
- Scope of the Process
- Business Value of the Process
- Policies, Principles, and Basic Concepts
- Main Activities, Methods, and Techniques of the Process and Its Relationship with RCV
- Triggers and Interfaces with Other Processes
- Information Management
- Process Measurement
- Roles and Responsibilities in the Process
- Group/Individual Exercise
- Sample Test Question
UNIT 3: RELEASE AND DEPLOYMENT MANAGEMENT
- Purpose, Goal, and Objectives
- Scope of the Process
- Business Value of the Process
- Release Unit and Release Design Options and Considerations
- Release and Deployment Planning Approach
- Triggers, Inputs, Outputs, and Interfaces with Other Processes
- Recording and Maintaining Service Deployment information
- Process Measurement
- Roles and Responsibilities
- Challenges, Risks, and Critical Success Factors
- Group/Individual Exercise
- Sample Test Questions
UNIT 4: SERVICE VALIDATION AND TESTING
- Purpose, Goal, and Objectives
- Scope of the Process and Value to Business
- Policies, Principles, and Basic Concepts
- Test Models, Test Levels, Validation, and Testing Perspectives
- Main Activities, Methods, Techniques, and How the Process Relates To RCV
- Triggers, Inputs, Outputs, and Interfaces with Other Processes
- Test Data and Test Environments
- Process Measurement
- Roles and Responsibilities
- Group/Individual Exercise
- Sample Test Question
UNIT 5: REQUEST FULFILMENT
- Purpose, Objectives, and Scope
- Establishing a Self-Help Service Practice
- Request Fulfilment and Other Service Operation Processes
- Challenges, Risks, and CSFs
- Roles and Responsibilities
- Group/Individual Exercise
UNIT 6: SERVICE EVALUATION
- Purpose, Goals, Objectives, and Scope
- Service Evaluation Process Activities and Terminology
- Effects of Changes and Evaluation of Their Effectiveness
- Risk Management and Mitigation
- Service Evaluation Challenges
- Role and Responsibilities
- Group/Individual Exercise
- Sample Test Question
UNIT 7: KNOWLEDGE MANAGEMENT
- Purpose, Goal, Objectives, and Scope
- Business Value of the Process
- Basics of the Knowledge Management Concept and an Effective Knowledge Management Strategy
- Data and Information Management
- Importance of Stakeholder Groups Within the IT Service Management Organization
- Process Measurement
- Relationship Between CSI and Knowledge Management
- Role and Responsibilities
- Group/Individual Exercise
- Sample Test Question
UNIT 8: TECHNOLOGY AND IMPLEMENTATION MANAGEMENT
- Generic Requirements for Technology
- Evaluation Criteria for Technology and Tooling
- Good Practices for Implementation
- Challenges, CSFs, and Risks
- Planning and Implementing Service Management Technologies
- Technology Considerations
- Use of the Deming Cycle in RCV Processes
- Group/Individual Exercise
- Sample Test Question
UNIT 9: EXAM PREPARATION GUIDE
- Overview
- Mock Exam 1
- Mock Exam 2