ITIL® Managing Across the Lifecycle

This is a free-standing qualification which represents the final stage of training that leads to the ITIL “Expert in IT Service Management” qualification (after completion of the relevant phases of the Service Lifecycle and / or Service Capability modules that sit before it on the qualification road map).

The purpose of this training module and the associated examination is to impart, test, and validate the knowledge across the contents of the ITIL V3 publications; focusing on business, management & supervisory objectives, purpose, processes, functions & activities and on the interfaces and interactions between the processes addressed in the five core publications.

Candidates completing the course can expect to gain an understanding of the salient aspects of the V3 Lifecycle and its management against the provision of service and the achievement of operational excellence.

• introduction to IT Service Management business & managerial issues
• managing the planning & implementation of IT Service Management
• management of strategic change
• Risk Management
• understanding organisational challenges
• Service Assessment
• understanding complementary industry guidance

Who will the course benefit?

• Individuals who a business & management level understanding of the ITIL V3 Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
• individuals seeking the ITIL Expert certification in IT Service Management
• individuals seeking progress towards the ITIL Master in IT Service Management (for which the ITIL Expert is a prerequisite)

This includes but is not limited to CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners.

Pre-Requisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate [2 credits]) and have obtained a further 15 credits (a total of at least 17 credits) as a minimum from a balanced selection of ITIL Service Lifecycle or Service Capability qualifications. Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.

Introduction to IT Service Management business & managerial issues

• the Lifecycle positioning & transition
  • the difference between open-loop and closed-loop systems
  • complex monitor control loops & ITSM monitor control loops
• the relationship between the business & IT
  • how to achieve business value with people, process & function
  • how to achieve business value with supplier relationship & technology alignment
    

Management of Strategic Change

• value creation challenge
• critical success components to managing lifecycle risk
• business benefits
  • determining benefit realisation
  • determining value to the business (VOI & ROI)
  • determining Variable Cost Dynamics
  • alignment of business policy ,future direction & Demand Management
  • alignment to Service Portfolio & Service Catalogue Management
• planning & defining scope
• resource & capability planning
  • awareness of design & delivery model choices
  • budgeting, costing, service assets
• Controlling Quality
  • quality opportunities
  • intangibles & measuring benefits
  • Service & Strategic Assets
• Strategic Influencing
  • defining awareness communication activities
  • people education & knowledge transfer management
• Customer liaison
  • Business Relationship Management
  • service structure (value nets & value-chains)
  • termination & retirement of service

Risk Management

• the challenges, critical success factors & risks to service management
• identification & evaluation of risk
• corrective actions & controlling risk
• transfer of risks
• Service Provider, contract, design, operational & market risks
  

Managing the planning & implementation of IT Service Management

• activities during the Deming Cycle
• policy, strategy, design & transition considerations
• directing
• the value of achieving business goals by guiding, leading & monitoring
• controlling & evaluating
• the value of verifying & using feedback to control lifecycle
• organisational form & design
• communication, coordination & control
  

Understanding organisation challenges

• organizational maturity & structure
• Knowledge Management & the security of information
• organizational transition
• governance
• balance in Service Operations
  

Service Assessment

• the value of measuring (why measure & what to measure)
• the value of monitoring (what to monitor)
• reporting
• the value of benchmarking
• Service Portfolio assessment across the lifecycle
  • assessment of achievements
  • corrective action
• business perspective & improvements
  

Understanding Complementary Industry Guidance & Tool Strategies

• COBIT
• ISO/IEC 20000
• CMMI
• Balanced Scorecard
• Quality Management
• OSI Framework
• Annuity
• Service Management Maturity Framework
• Six Sigma
• Project Management
• TQM
• Management Governance Framework
• Tool Strategies
  

Examinations

The training includes detailed preparation for the examination which will be held at the end of Day Five.

A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.

Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

In order to qualify for a pass, candidates must achieve a minimum of 28/40 (70%).