Learning Unit MALC01: Introduction to IT Service Management Business and Managerial Issues
• Open-loop and closed-loop, when/where to apply each system
• ITSM Monitor Control loops and Complex Monitor Control loops including how/when the control
loops are used
• The benefits and business value in relation to people, process and function, supplier relationships
and technological alignment Learning Unit MALC02: Management of Strategic Change
• Value creation and critical success components of managing strategic change
• Introduce strategic change supported by a business case that defines the business benefits and
the benefits realization strategy
• Tangible/intangible business benefits and models for measuring each type of benefit
• Business Value enhancement through Variable Cost Dynamics and alignment of business policy
• IT and Business alignment through Demand Management, service portfolios and service
catalogues
Learning Unit MALC03: Risk Management
• Risk within the IT and Business relationship and models for effective evaluation, analysis and
identification of Risk
• Management of Risk in the following areas: Service Providers, Contracts, Design, Operations and
Markets
• Analysis of Business and IT related Risks as measured by specific critical success factors and the
Corrective Actions and/or Transfer of Risks
Learning Unit MALC04: Managing the Planning and Implementation of IT Service Management
• The Deming cycle ( “Plan, Do, Check, Act”)
• IT Service Management implementation strategy including policy, strategy, design and transition
considerations
• Directing, controlling and evaluating – achieving business goals and using feedback
• Communication, Coordination and Control activities when implementing IT Service Management
Learning Unit MALC05: Understanding Organizational Challenges
• Organizational maturity and organizational structure
• Governance models and achieving and maintaining balance in Service Operations
• Organizational transition
Learning Unit MALC06: Service Assessment
• Service assessment measurements, metrics and monitoring
• The value of benchmarking
• Service Portfolio Assessments and corrective actions
Learning Unit MALC07: Understanding Complementary Industry Guidance and Tool Strategies
• COBIT, ISO/IEC 20000, CMMI, Balanced Scorecard, Quality Management, OSI Framework,
Annuity, Service Management maturity framework, Six Sigma, Project Management, TQM,
Management Governance framework, and tool strategies |
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