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ITIL: Managing Across the Lifecycle

$3,695.00 USD$3,325.50 USD
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  • MSRP: $3,695.00
  • Free Member: $3,325.50
  • Premium Member: $2,956.00

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Member discount will apply to your offsite enrollment
  • About
  • Curriculum

Gain the skills to manage the planning and implementation of IT Service Management and prepare for ITIL Expert certification.

This is the ITIL course that leads to the ITIL Expert in IT Service Management certification. In this course, you'll be immersed in the contents of the ITIL publications. You'll focus on business, management, and supervisory objectives, purposes, processes, functions, and activities, and you will examine the interfaces and interactions between the processes covered in the Service Lifecycle. This course is designed using a case study-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam, which is offered on the last day of the course at 3:30 pm.

Please note: Proof of at least 17 ITIL credits is required to take the exam.

Prerequisites

  • At least 17 ITIL v3 or newer credits (required)
  • Two to four years of relevant work experience
  • To prepare for the end-of-class exam, it is recommended that you review the 2011 editions of the following ITIL publications and complete at least 28 hours of personal study:
    • Service Strategy (ISBN 9780113313044)
    • Service Design (ISBN 9780113313051)
    • Service Transition (ISBN 9780113313068)
    • Service Operation (ISBN 9780113313075)
    • Continual Service Improvement (ISBN 9780113313082)

Course Objectives 

After you complete this course you will be able to:

  • Key concepts of the ITIL service lifecycle
  • Aspects of communication and stakeholder management relevant to IT service management
  • Integrate various IT service management processes across the lifecycle
  • Establish and manage governance in a service management organization
  • Measure IT services and associated process and activities
  • Service management implementation relevant to organization decision makers

Intended Audience

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

About the Author

NterOne is a global training and consulting company focusing on live online IT training courses, self-paced e-learning, private onsite training, consulting, and software focused on the training industry.
Posted: 20 December, 2016

Module 1: Introduction to Managing Across the Lifecycle 

  • MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
  • Prerequisites for the MALC exam
  • Structure and scoring of the MALC exam
  • Bloom's Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
  • MALC exam cast study

Module 2: Key Concepts of the Service Lifecycle 

  • Services, service management, and IT service management
  • Organizing functions and roles for service management
  • Effect of clarifying roles and using RACI
  • Element of value
  • Business value of various ITIL lifecycle stages
  • Approaches to risk management
  • Importance of knowledge management and the SKMS

Module 3: Communication and Stakeholder Management 

  • Coordinating business relationship management across the lifecycle
  • Role of business relationship management in the communication activities
  • Stakeholder management and communication
  • Using service models
  • Design activity coordination
  • Services
  • Managing communications and commitment throughout the lifecycle
  • Communication aspects of service operation
  • Communication strategy and plan

Module 4: Integrating Service Management Processes Across the Service Lifecycle 

  • Effectively and efficiently integrating service management processes across the lifecycle
  • Impact and relationship of service strategy to other lifecycle stage
  • Various lifecycle stage inputs and outputs
  • Value and interfaces of the various service management processes

Module 5: Managing Service Across the Lifecycle 

  • Importance of an approach to balanced design
  • Contribute to effective and efficient service management with design coordination and transition planning and support
  • Service transition lifecycle stages
  • Managing services across the lifecycle
  • Involving operations staff in other lifecycle stages
  • Sources of information helping in the implementation and improvement of services
  • Factors relevant to strategic assessments
  • Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages

Module 6: Governance, Roles, People, Competence, and the Organization 

  • Governance, activities, framework, and governance bodies
  • Relating strategy to governance
  • Service providers set direction, policy and strategy
  • Change management
  • Management systems
  • Establishing and maintaining a service management system
  • Organization development and departmentalization
  • Logical structure for a service provider
  • Functions and the types of services providers
  • Implementing and sourcing strategies

Module 7: Measurement 

  • Measuring and demonstrating value
  • Determining and using metrics
  • Approaches to monitoring and control
  • Using event management tools

Module 8: Implementing and Improving Service Management Capabilities 

  • Implementing service management, service management processes, and supporting tools
  • Different types of assessments and conducting assessments
  • Techniques for improving service management
  • Methods for implementing service management
  • Business value of service portfolio management

Module 9: Review/Exam Prep/Mock Exam