itil高级课程学生共享资料malc_pm_第0章_课程介绍_r1 514页_h

1、ITIL高级模块（Senior Stream）全生命周期管理（Managing Across The Lifecycle）0-0ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.第0章 课程介绍（Unit 0 ：Course Introduction） 声明本文档中所引用的部分内容来自最佳管理实践库ITIL 2011版Part Material in this document has been sourced f

2、rom Best Management Practice Library ITIL 2011 E0-1ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.全生命周期管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）介绍课程学习目标课程交付方法课程概述刘通DevOps和ITIL官方授权老师，MSCPMP、ACP、I

3、TIL Expert、DevOps Master、IBM认证架构师超过20年IT工作经验，工作的公司包括IBM、德国电信(T-SYSTEMS)、东方 海外(OOCL)、亿阳信通（BOCO）、明基电通（BenQ）、富基融通(E-Future) 和东方瑞通（EastHome）担任过的岗位职责包括高级培训讲师、IT服务管理咨询顾问、质量管理负 责人、IT系统架构师、服务交付经理、IT项目经理和ERP工程师等出版PMP项目管理方法论与案例模板详解一书，哈工大5月出版ITIL 2011/2018服务管理与认证考试详解一书，哈工大2010年9月，2018年1月出版ITIL 2011服务管理与案例资产详解一

4、书，哈工大11月，2015年，2014年出版IT系统架构师的十项一书，机械工业，2012年8月0-2全生命周期管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）介绍课程学习目标课程交付方法课程概述Welcome To East Home!Please share with the class:Your name Your profession Your roleYour background in ITYour familiarity with Information Technology Infras

5、tructure Library (ITIL) What you expect to learn over the next few 0-3ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.全生命周期管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）介绍课程学习目标课程交付方法课程概述微信公众号： PMP管理交流平台

6、东方瑞通项目管理学习中心共享资料：ITIL高级共享资料：/s/1eROgpTC0-4ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.全生命周期管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）介绍课程学习目标课程交付方法课程概述概述（Overview）Managing Across

7、the Lifecycle(MALC) is aimed at providing an overall understanding of “one combined service management lifecycle”.It focuses on assisting the students in applying and integrating that 0-5ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AX

8、ELOS Limited.全生命周期管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）介绍课程学习目标课程交付方法课程概述课程学习目标（Course Learning Objectives）The learning objectives of the MALC course include evaluating, but are not limitedto, the following:Key concepts of the service lifecycle Communication and sta

9、keholder managementIntegrating service management processes across the service lifecycle Governance and organizationMeasurementImplementing and improving service management capability目标学员（ the target audience ）IT/Business Manager Senior IT StaffIT Service ManagerIDC operation manager CIOwww.easthome

10、.com0-6ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.全生命周期管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）介绍课程学习目标课程交付方法课程概述课程学习目标（Course Learning Objectives）The learning objectives of the MALC course include evaluating, bu

11、t are not limited to, thefollowing: 服务生命周期的关键概念 沟通和干系人管理基于服务全生命周期的服务管理流程整合服务生命周期的服务管理治理和组织架构服务度量在执行过程中如何不断提高服务管理能力目标学员（ the target audience ） IT/业务经理 资深IT人员IT服务经理 数据中心运维主管首席信息官0-7ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.全生命周期

12、管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）介绍课程学习目标课程交付方法课程介绍课程交付方法（Course Delivery Method）This course will not be delivered in the traditional mode of “technical training.”Thetructor may choose not to present and lecture on slide after slide, but rather drivethe course v

13、ia discussions and exercises.Participate in your learning experience throughdiscussions, exercises, and the sharing of practical experiences.Internalize learning to take your final examination successfully.You will benefitwhen you:Apply new, practical experience back at the workplace.www.easthome.co

14、m0-8ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.全生命周期管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）课程认证计划授课安排和考试细节ITIL认证计划与学分分配 Crown Copyright 2011 Reproduced under license from the AXELOS0-9ITIL is a r

15、egistered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.LegendSSService StrategySDService DesignSTService TransitionSOService OperationMALCManaging Across the LifecycleOSAOperational Support and AnalysisPPOPlanning, Protection, and OptimizationRCVRelease, Control, an

16、d ValidationSOAService Offerings and Agreement全生命周期管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）课程认证计划授课安排和考试细节Duration: 2 hoursQuestions: 10 Multiple-Choice Questions Each question has 4 Answer Options Scoring Scheme:Most Correct Answer: Worth 5 marks Second Best Answer: W

17、orth 3 marks Third-Best Answer: Worth 1 mark Distracter: No marksFormat: Closed-book, online, or paper-based examinationPass Score: 35/50 or 70%Distinction Score: Not defined yetContact Hours:30-hour formal training with Accredited Training Organization (ATO)Personal Study Hours: 12 hoursExamRequire

18、mentsProvisions for additional time relating to language:Candidates completingan exam: in a language that is not their mother tongue, and where the language of the exam is not their primary business language, are allowed the use of a 0-10ITIL is a registered trade mark of A

19、XELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.全生命周期管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）课程认证计划授课安排和考试细节课程安排（Course Agenda）0-11ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.第一天（Da

20、y 1）单元（Unit）主题（Subject）开始结束总时间(小时)第0章 课程介绍（Course Introduction） 09:0009:300.50第1章 服务生命周期关键概念（Key Concepts of The Service Lifecycle） 09:3012:002.50午餐（LUNCH） 12:0001:301.50第2章 沟通和干系人管理（Communication and Stakeholder Management） 01:3003:302.00第3章 服务生命周期的流程整合（Integrating Service Management Processes Acro

21、ss The Service Lifecycle） 03:3005:001.50家庭作业（复习当天学过的内容） 1.00总计（Total）9.00总计（扣除午餐、课间休息和家庭作业时间） 6.50全生命周期管理（ Managing Across The Lifecycle ）第0章：课程介绍（Unit 0：Course Introduction）课程认证计划授课安排和考试细节课程安排（续）0-12ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.第二天（Day 2）单元（Unit）主题（Subject）开始结束总时间(小时)第4章 服务生命周期的服务管理（Managing Services Across The Service Lifecycle） 09:0010:001.00第5章 治理和组织架构（Governance and Organization）10:0012:002.00午餐（LUNCH） 12:0001:301.50第6章 服务度量（Service Measurement） 01:3003:001.50第7章 提升服务管理能力 （Improving Service Management