ITIL Expert Qualification: Managing Across the Lifecycle

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.


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 following ITIL publications and complete at least 28 hours of personal study:

·       Service Strategy

·       Service Design

·       Service Transition

·       Service Operation

·       Continual Service Improvement

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


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


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


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


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


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


Measurement

Measuring and demonstrating value

Determining and using metrics

Approaches to monitoring and control

Using event management tools


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


Review/Exam Prep/Mock Exam

Program Details
Duration 5 Days
Capacity Max 12 Persons
Training Type Classroom / Virtual Classroom


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