Introduction

An end-to-end view of Service Management and utilizes all the lifecycle and capabilities activities related to IT Service Management. Areas covered include Business and Managerial Issues, Managing the Planning and Implementation of IT Service Management, Management of Strategic Change, Risk Management, Managerial Functions, Organizational Challenges, Project Assessment and Complementary Industry Guidance

Course Duration : 5 Days Instructor-Led Classroom Training

Synopsis
Outline
Objectives
Audience
Certification & Exam Info
Prerequisites
Synopsis

This course is relevant for professionals seeking a deeper insight into the effective and efficient management of IT services throughout the ITIL service lifecycle. The ITIL Managing Across the Lifecycle Certificate is a free-standing qualification but is also the final capstone module of the Service Lifecycle and/or Service Capability modules that leads to the ITIL Expert in IT Service Management certification.

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

Outline

Introduction to IT Service Management:

Business and Managerial Issues

  • ITSM Monitor Control loops and Complex Monitor Control loops

Management of Strategic Change

  • Value creation and critical success components
  • Business case
  • Business Value enhancement through Variable Cost Dynamics
  • IT and Business alignment through Demand Management, service portfolios and service catalogues

Risk Management

  • Management of Risk in the following areas: Service Providers, Contracts, Design, Operations and Markets
  • Analysis of Business and IT related Risks

Managing the Planning and Implementation of ITSM

  • Deming cycle ( “Plan, Do, Check, Act”)
  • IT Service Management implementation strategy
  • Achieving business goals and using feedback
  • Communication, Coordination and Control activities when implementing ITSM

Understanding Organizational Challenges

  • Organizational maturity and organizational structure
  • Governance models
  • Organizational transition

Service Assessment

  • Service assessment measurements, metrics and monitoring
  • The value of benchmarking
  • Service Portfolio Assessments and corrective actions

Understanding Complementary Industry Guidance

  • COBIT, ISO/IEC 20000, CMMI, Balanced Scorecard, Quality Management, OSI Framework, Annuity, Service Management maturity framework, Six Sigma, Project Management, TQM, Management Governance framework, and tool strategies
Objectives

On completion of this course, the following learning outcomes will be achieved:

  • Introduction to IT Service Management: Business and Managerial Issues
  • Management of Strategic Change
  • Risk Management
  • Managing the Planning and Implementation of IT Service Management
  • Understanding and overcoming Organizational Challenges
  • Importance of Service Assessment
  • Understanding Complementary Industry Guidance
Audience

The target audience for this course and qualification are:

  • IT consultants
  • IT service providers
  • IT senior managers
  • IT managers and supervisory staff
  • IT audit managers
  • IT security managers
  • Service designers
  • IT architects
  • IT Operations practitioners and any individual who require a business and management level understanding of the ITIL lifecycle and how it may be implemented to enhance the quality of IT service provision within the organisation
Certification & Exam Info

Participants who successfully complete the course and pass the examination will be recognized as certified with ITIL Managing Across The Lifecycle Certificate and will qualify as an ITIL Expert under the AXELOS certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.

EXAMINATION FORMAT

  • 10 Scenario-based Multiple Choice Questions
  • Gradient scoring system with 5, 3, 1 and 0 marks attributed to each answer
  • 35 marks required to pass (out of 50 available) – 70%
  • 120-minutes duration
  • Closed-book
Prerequisites

Participants wishing to sit the qualification examination must already hold the following qualifications:-

  • ITIL Foundation Certificate in IT Service Management (2 credits)
  • ITIL Intermediate Lifecycle or Capability qualifications (15 credits)

Documentary evidence is required to gain admission to this certification.

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