ITIL® Managing Across the Lifecycle

Duration: 5 Days

A five-day course intended to impart knowledge of ITIL content, application and integration.  The course builds on knowledge acquired from ITIL intermediate level courses and provides skills that can be used to support an organisation’s service delivery by bridging the service lifecycle stages.

The course and associated examination are not free-standing and can only be attended by those who possess 2 credits from the ITIL Foundation Certificate and a minimum of 15 further credits from ITIL Intermediate qualifications.  It is the final, mandatory module leading to the ITIL Expert in IT Service Management certificate.
 

How can I attend my course?


Course Outline

Target Audience

The course and examination are suitable for:
  • Individuals who require a business and management level understanding of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
  • Individuals seeking the ITIL Expert in IT Service Management certificate for which this qualification is the final mandatory module.

Professional Qualification

The qualification is based on a 120 minute closed-book examination of 10 complex, scenario based multiple choice questions. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the ITIL Qualification: Managing across the Lifecycle Certificate and the ITIL Expert designation.

Pre-requisites

Students wishing to attend this course and take the examination must fulfil all the following requirements:
  • Obtained 2 credits from the ITIL Foundation certificate (or equivalent)
  • Obtained a further 15 credits from ITIL Intermediate qualifications
  • Attend a formally approved training course with at least 30 hours of contact time
In addition, it is recommended that students complete at least 28 hours of personal study by reviewing their foundation and intermediate level knowledge and by reviewing the syllabus and ITIL core publications.

Course Content

Students can expect to gain competencies in the following upon successful completion of the education and examination components related to this certificate:

Key Concepts of the Service Lifecycle:

  • Managing services and service management
  • The service lifecycle
  • Service value across the different stages of the service lifecycle

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.

Integrating service management processes through 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.

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.

Governance and organisation

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

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.

Implementing and improving service management capacity

  • 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.
ITIL® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
ITIL® courses offered by KPL Knowledge Solutions are delivered by Accredited Training Organisation Somerset CC Ltd

My Course Notes

You will receive a full set of course notes and all supporting materials for your course. Hard Copy Delivered to your premises or Downloaded to a chosen device.
 

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To book this course please call +44 (0) 1444 410296 or email at Info@kplknowledge.co.uk

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