ITIL® Expert – Managing Across the Lifecycle

Course Description

Managing Across the Lifecycle is the final module leading to the ITIL Expert Certification. Participants will learn the value of one combined service management practices as opposed to separate subject areas. ITIL processes and practices, as learnt from earlier modules, are put into a context of delivering this value. This course will bring participants from ITIL content knowledge to ITIL content application and integration knowledge, and provide skills that can be used in the workplace in a tangible way.

Who Should Attend

This course is suitable for:

  • Chief Information Officers, Senior IT Managers, IT Managers, Supervisors
  • IT Professionals, IT Operations Practitioners, IT Development Practitioners
  • Individuals who require a business and management understanding of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • Individuals seeking the ITIL Expert Certification.

Course Objectives

On completion of this course, participants can expect to gain competence in the following:

  • Key concepts of the service lifecycle
  • Communication and stakeholder management
  • Integrating service management processes across the service lifecycle
  • Managing services across the service lifecycle
  • Governance and organization
  • Measurement
  • Implementing and improving service management capability.

Course Outline

1. Key Concepts of the Service Lifecycle

  • Managing services and service management
  • The service lifecycle
  • Service value across the different stages of the service lifecycle
  • Other key concepts.

2. 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.

3. Integrating Service Management Processes Across the Service Lifecycle

  • The integration of service management processes 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 lifecycle.

4. 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 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
  • Implementing and improving services, using key sources of information for identifying the need for improvement
  • The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle.

5. Governance and Organization

  • Governance
  • Organizational structure, skills and competence
  • Service provider types and service strategies.

6. Measurement

  • Measuring and demonstrating business value
  • Determining and using metrics
  • Design and development of measurement frameworks and methods
  • Monitoring and control systems
  • Use of event management tools to increase visibility of the infrastructure and IT service delivery.

7. Implementing and improving service management capability

  • Implementing service management
  • Assessing service management
  • Improving service management
  • Key considerations for the implementation and improvement of both the service management practice and the services themselves
  • Key considerations when planning and implementing service management technologies.
Course Duration 5 days
9.00am – 5.00pm daily
Pre-requisites 2 credit points from ITIL Foundation Certificate in IT Service Management OR ITIL V2 Foundation plus Foundation Bridge certificates
PLUS a minimum of 15 credit points from ITIL Intermediate qualifications

Course registrants must provide a scanned copy of their ITIL Foundation
Certificate (or ITIL V2 Foundation plus Foundation Bridge Certificates) AND all ITIL® Intermediate Certificates before they can attend the course.

Examination Format 120 minutes
10 multiple choice, gradient-scored questions based on a single case study, issued in advance, with additional short scenarios to provide additional context for each question.
70% pass mark (i.e. 35/50)
Closed book
Examination will be held on the last day of the course.
Certificate ITIL Qualification: Managing Across the Lifecycle Certificate
ITIL Credits 5 credit points towards the ITIL Expert Certification. On successful completion of this examination, you would have accumulated a minimum of 22 credit points and will be awarded the ITIL Expert credential.