Temario
OBJETIVOS:
El objetivo de este curso es proporcionar a los asistentes los conocimientos necesarios sobre cuestiones relacionadas con la Gestión del Servicio a lo largo del Ciclo de Vida, tales como:
Conceptos fundamentales del ciclo de vida
Gestión de la comunicación y de los proveedores
Integración de los procesos de gestión del servicio a lo largo del ciclo de vida del servicio
Gestión de los servicios a lo largo del ciclo de vida del servicio
Gobierno y organización
Métricas
Implementación y mejora de la capacidad de la Gestión de Servicios
DIRIGIDO A:
Este curso está dirigido a profesionales TI, responsables de servicios TI, directores y responsables de Informática, gestores de procesos ITIL y personal de operaciones que necesiten adquirir o ampliar conocimientos en los procesos relacionados con la Gestión del Servicio a lo largo del Ciclo de Vida.
CONTENIDO:
Key concepts of the service lifecycle
Managing services and service management
The service lifecycle:
The five stages of the service lifecycle and how they interact with each other
Considering services from end-to-end: justification, design, measuring, testing, deploying, operating and looking for ways to improve
Service value across the different stages of the service lifecycle:
How service strategy elements dictate what constitutes value, and how value is defined and measured
Realizing business value in service operation
Testing and demonstrating the service value in service transition
Monitoring service measurements and using them to support all stages of the service lifecycle
Other key concepts:
Core, enabling and enhancing services
Organizing for service management
Use of the RACI model to define and clarify roles and responsibilities, particularly in interfaces between processes and between service lifecycle stages
Risk assessment and risk management
Sharing knowledge across the service lifecycle, and the use of knowledge management
Communication and stakeholder management
Co-ordination of business relationship management across the service lifecycle and the role of business relationship management in communication
Stakeholder management and communication
The value of good communication and ensuring its flow across the service lifecycle:
The use of service models to aid communication on service strategy and value creation
Communication during service design
Communication during service transition
Communication during service operation
Communication during continual service improvement
Integrating service management processes across the service lifecycle
The integration of service management through the service lifecycle
The impact of service strategy on other service lifecycle stages
The value of a service lifecycle perspective when designing service solutions
The inputs and outputs of processes and stages in the service lifecycle
The value to business and the interfaces of all processes in the ITIL Service Strategy core publication:
Strategy management for IT services
Service portfolio management
Financial management for IT services
Demand management
Business relationship management
The value to business and the interfaces of all processes in the ITIL Service Design core publication:
Design co-ordination
Service catalogue management
Service level management
Availability management
Capacity management
IT service continuity management
Information security management
Supplier management
The value to business and the interfaces of all processes in the ITIL Service Transition core publication:
Transition planning and support
Change management
Service asset and configuration management
Release and deployment management
Service validation and testing
Change evaluation
Knowledge management
The value to business and the interfaces of all processes in the ITIL Service Operation core publication:
Event management
Incident management
Request fulfilment
Problem management
Access management
The value to business and the interfaces of the seven-step improvement process, along with the role other processes play
Managing services across the service lifecycle
Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
How the service design package (SDP) provides a link between service design, service transition and service operation
Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages:
Flow of knowledge/experience/skills between lifecycle stages
Involve service transition in early stages of the service lifecycle
Involve operations staff, business users and other relevant stakeholders in service rehearsals
Implementing and improving services, using key sources of information for identifying the need for improvement:
Service level management (SLM) review meeting &ndash, reviewing management information and trends to ensure that services are meeting agreed service levels
Customer satisfaction surveys
Reviewing business trends and changed priorities, and keeping ahead of business projections
The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle
Governance, roles, people, competence and the organization
Governance:
The importance and impact of good governance on service management
The use of governance in sourcing
The role of the IT strategy or steering group in setting direction, policy and strategy for IT services
The application of governance in change management, through change authorization to ensure the integrity of live services. The role of the change advisory board (CAB)
The support from management systems to ensure appropriate governance
Organizational structure, skills and competence:
The challenge and application of organizational development
Assessing and applying various organizational structures for service management, and combining several perspectives in matrix organizations
Skills and competence
Service provider types and service strategies:
The different service provider types, and the implication of choosing a specific type
The selection of appropriate service delivery strategies
Measurement
Measuring and demonstrating business value
Determining and using metrics:
Service measurement
Service, process and technical metrics
CSFs and KPIs
Using measurements and metrics to validate, justify, direct, intervene
Design and development of measurement frameworks and methods:
Design and development of a service measurement framework
Designing measurement methods and metrics
Monitoring and control systems
Monitoring, reporting and control
Monitor control loops
Use of event management tools to increase visibility of the infrastructure and IT service delivery
Implementing and improving service management capability
Implementing service management
Understanding the high-level goals and objectives of the organization. Identifying the external (legislation, competitors, etc) and internal (organizational structure, culture, etc) drivers
Service strategy implementation taking a service lifecycle approach
Assessing service management
Assessing the current situation regarding service provision:
Strategic assessment
SWOT analysis
Gap analysis and IT service management maturity assessment
ISO/IEC 20000 certification
Six Sigma
COBIT
CMMI
Assessing current and defining future required maturity levels, quality and cost of provision
Using benchmarking to identify need for improvement for each service lifecycle stage
Improving service management
Planning for improvement with short-, medium- and longer-term improvement initiatives
Using the CSI approach and Deming Cycle to ensure that the organization continues to move forward with continual improvement
The seven-step improvement process, to measure progress and enable potential improvements to the service lifecycle to be identified
Key considerations for implementation and improvement of both the practice of service management and the services themselves:
Having the appropriate business case which shows the return on investment or the return on value
Stakeholder change management
Key considerations when planning and implementing service management technologies
