TOPICS

Course Outline
1. Course Introduction
2. ITIL Basic Concepts Review
The Service Lifecycle and Stages of the Lifecycle
Services
The Service Portfolio
Processes and Functions
A Brief Discussion of the Various ITIL Processes
Roles and Responsibilities
3. Understanding the Nature and Purpose of a Service Catalog
How ITIL Defines a Service Catalog
The Purpose of a Service Catalog
The Types of Service Catalogs
A Simple Service Catalog Process
Common Service Catalog Tools
How the Business Perceives and Uses a Service Catalog
The Golden Rule of Service Catalogs
The Service Catalog Management Process Check Sheet
4. Review of Existing Catalogs
Example 1-Understanding State, Local, and Federal Government Service Catalogs
Exercise 2-Higher Education Service Catalogs
Example 3-Private Industry Service Catalogs
Example 4-Other Real World Service Catalog Examples
5. Using the Continual Service Improvement Approach to Design and Implement a Service Catalog
The Continual Service Improvement Approach
The CSI Register
Using the CSI Register with the CSI Approach
Step 1-Identifying the Vision for Your Service Catalog
Step 2-Determining the Current State of Your Service Catalog
Step 3-Transforming the Vision into Realistic Targets
Step 4-Identifying and Implementing Improvements
Step 5-Measuring Progress Towards the Vision
Step 6-Keeping the Momentum Going
The Service Catalog Vision Check-sheet
6. Determining the Current State of Your Service Catalog Management Process and Service Catalogs in Your Environment
Understanding and Agreeing to the Desired State for Service Catalog Management in Your Environment
Understanding the Current State of Service Catalogs in Your Environment
Service Catalog Management Audit of Intent
Service Catalog Management Audit of Action
Service Catalog Management Assessment Questions
Service Catalog Management Key Performance Indicators, Metrics, and Measurements
Service Catalog Management Roles and Responsibilities
Service Catalog Management Process integration
Documenting the Difference Between the Vision and the Baseline
7. Transforming Your Vision into Realistic Targets
Making the Vision Less Nebulous
Typical Service Catalog Targets
Aligning Typical Service Catalog Management Targets to Your Specific Targets
Using SMART Objectives
Documenting SMART Objectives
The Service Catalog Management Realistic Target Check-sheet
8. Identifying and Implementing Service Catalog Management Improvements
Achieving Targets
Typical Service Catalog Management Related Improvements
Using the CSI Register  with Targeted Improvements
The Service Catalog Management Improvement Check-sheet
9. Measuring Progress
Types of Metrics
Use of Metrics
Avoiding Metric-Overload
A Practical Service Catalog Management Dashboard
The Service Catalog Management Metric, Measurements, and Key Performance Indicator Check-sheet
10. Identifying and Overcoming Challenges and Risks
The Difference Between Challenges and Risks
Understanding the Nature of Challenges and Risks
Practical Guidance for Identifying and Overcoming Challenges
Practical Guidance for Identifying and Overcoming Risks
The Service Catalog Management Challenge Check-Sheet
The Service Catalog Management Risk Check-Sheet
11. Service Catalog Management Tools and Technology
Understanding the Tools Landscape
Understanding Real-World Tool Requirements for Service Catalog Management
Identifying Appropriate Tools for Service Catalog Management
The Service Catalog Management Tools Requirements Check-Sheet
12. Putting it All Together-Defining and Implementing a Service Catalog Management Process
Taking a Project Management Approach
Defining a Charter for Service Catalog Management
Defining Service Catalog Management Project Goals and Objectives
Defining Service Catalog Management Milestones
Defining a Work Breakdown Structure for Service Catalog Management
Creating a Service Catalog Management Project Plan
The Sample Service Catalog Management Project Plan
13. Operating Your Service Catalog Management Process
Transitioning Your Service Catalog Management Process
Service Catalog Management and Business Relationship Management
Service Catalog Management and Service Level Management
Service Catalog Management and Request Fulfillment
Service Catalog Management and Access Management
Service Catalog Management Operational Check-sheet
14. Next Steps
The Future of Service Catalogs
Service Catalog Management and Cloud Computing
Advanced Service Catalog Management Topics
Continuing Improvement and Adjustment of Your Service Catalog Management Process
15. Summary
Review of Concepts Learned
Questions and Answers
Exercise 1: A Practical Understanding of Basic Service Management Concepts
Exercise 2: Defining a Simple Service Catalog Management Process
Exercise 3: Identifying Appropriate Service Catalog Guidance for Your Environment.
Exercise 4: Revisiting and Improving Your Service Catalog Process from Exercise 2
Exercise 5: Creating the Vision for Your Service Catalog
Exercise 6: Establishing a Baseline for Service Catalog Management
Exercise 7: Documenting Realistic Targets for Your Service Catalog Management Process and Service Catalogs
Exercise 8: Identifying and Implementing Improvements for Your Service Catalog Management Process and Service Catalogs
Exercise 9: Defining an Effective Service Catalog Management Dashboard
Exercise 10: Identifying and Overcoming Challenges
Exercise 11: Identifying and Overcoming Risks
Exercise 12: Identifying and Understanding Tool Requirements for Service Catalog Management
Exercise 13: Defining a Service Catalog Management Project Plan
Exercise 14: Defining Operational Responsibilities for Service Catalog Management.

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