ITIL® v3: Managing Across the Lifecycle
5 days non residential
ITILv3 Expert Certification Module
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.
Course Objectives
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.
This includes:
- 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.
Course Content
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 services
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%).
Notes
Candidates are strongly encouraged to gain familiarity with the ITIL Service Lifecycle core publications in advance of attending the training.
(ISBN 978-0-11-331047-0, ISBN 978-0-11-331045-6, ISBN 978-0-11-331049-4
ISBN 978-0-11-331046-3 & ISBN 978-0-11-331048-7).
Follow-on Courses
No follow-on courses have been defined
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