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Home » Courses » Classroom Courses » ITIL Managing Across the Lifecycle

ITIL Managing Across the Lifecycle

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    Course Details:

    Duration: 5 days

    Price: £1903 + VAT


    Next available course:

    For course dates and more information please call 01844 211665

About the Course

The ITIL Expert Certificate in Managing across the Lifecycle is a free-standing qualification, but is also the final module of the Service Lifecycle and/or Service Capability modules that lead to the ITIL SM Expert in IT Service Management. The purpose of this course is to impart and test knowledge across the contents of the ITIL v3 core books; focusing on business, management and supervisory objectives, purpose, processes, functions and activities, as well as on the interfaces and interactions between the processes addressed in the five core ITIL V3 books. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion.

The course is aimed at individuals who require a business and management-level understanding of the ITIL v3 core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation. The course will also be of benefit to individuals seeking to attain the ITIL SM Expert in IT Service Management and who wish to obtain this qualification as final mandatory modules leading to this SM Expert. This course and success in the associated examination is also a prerequisite for any individuals wishing to study for the ITIL Advanced SM Expert in IT Service Management.

How is the course structured?

The course takes place over 5 days.

Is there an exam?

Candidates for the examination must already hold the ITIL Foundation Certificate in IT Service Management (2 credits) and have obtained a minimum of a further 15 credits (so a total of at least 17 credits) through formal ITIL Lifecycle or Capability stream qualifications. Documentary evidence of this level of certification will be required before admission is granted to the ITIL SM Expert Managing across the Lifecycle examination.

The examination format is:

Nine complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book

90 minutes

65% pass mark, 75% distinction mark

Anything else?

The course is presented by Global Knowledge, specialist providers of IT service management, project management and programme management training and consultancy.

Full Course Outline

ITIL Managing Across the Lifecycle (a five-day course)

Course Content

Introduction to IT service management business and managerial issues

  • Lifecycle positioning and transition
  • Relationship between business and IT

Management of strategic change

  • Challenges, CSFs and risks
  • Business benefits
  • Planning and defining Scope
  • Resource planning
  • Budgeting and costing
  • Quality control
  • Strategic influencing
  • Customer liaison
  • Project termination

Risk management

  • Challenges, CSFs, risks
  • Risk identification
  • Risk evaluation
  • Corrective actions
  • Risk control
  • Transfer of risks
  • Service provider risks
  • Contract risks
  • Design risks
  • Operational risks
  • Market risks

Managing the planning and implementation of IT service management

  • Activities during plan, do, check, act
  • Planning
  • Organising
  • Directing
  • Controlling and evaluating
  • Organisational form and design
  • Policy resistance
  • Communication

Understanding organisational challenges

  • Addressing maturity challenges
  • Strategy generation – value creation
  • Addressing organisational structure and transition
  • Addressing confidentiality, integrity and availability of information
  • Addressing governance
  • Addressing balance in service operations

Service assessment

  • Value of measuring
  • Value of monitoring
  • Reporting
  • Value of benchmarking
  • Service portfolio assessment across the lifecycle
  • Business perspective improvement model
  • Value of following CMM

Understanding complementary industry guidance and tool strategies

Examination

Candidates for the examination must already hold the ITIL Foundation Certificate in IT Service Management (2 credits) and have obtained a minimum of a further 15 credits (so a total of at least 17 credits) through formal ITIL Lifecycle or Capability stream qualifications. Documentary evidence of this level of certification will be required before admission is granted to the ITIL SM Expert Managing across the Lifecycle examination.

The examination format is:

  • Nine complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
  • 90 minutes
  • 65% pass mark, 75% distinction mark.

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01844 211665