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This is the ITIL course that leads to the ITIL Expert in IT Service Management certification. In this course, you'll be immersed in the contents of the ITIL publications. You'll focus on business, management, and supervisory objectives, purposes, processes, functions, and activities, and you will examine the interfaces and interactions between the processes covered in the Service Lifecycle. This course is designed using a case study-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam, which is offered on the last day of the course at 3:30 pm.

Please note: Proof of at least 17 ITIL credits is required to take the exam.

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Key concepts of the ITIL service lifecycle
Aspects of communication and stakeholder management relevant to IT service management
Integrate various IT service management processes across the lifecycle
Establish and manage governance in a service management organization
Measure IT services and associated process and activities
Service management implementation relevant to organization decision makers

Viewing outline for:

Classroom Live Outline

1. Introduction to Managing Across the Lifecycle

MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
Prerequisites for the MALC exam
Structure and scoring of the MALC exam
Bloom's Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
MALC exam cast study

2. Key Concepts of the Service Lifecycle

Services, service management, and IT service management
Organizing functions and roles for service management
Effect of clarifying roles and using RACI
Element of value
Business value of various ITIL lifecycle stages
Approaches to risk management
Importance of knowledge management and the SKMS

3. Communication and Stakeholder Management

Coordinating business relationship management across the lifecycle
Role of business relationship management in the communication activities
Stakeholder management and communication
Using service models
Design activity coordination
Services
Managing communications and commitment throughout the lifecycle
Communication aspects of service operation
Communication strategy and plan

4. Integrating Service Management Processes Across the Service Lifecycle

Effectively and efficiently integrating service management processes across the lifecycle
Impact and relationship of service strategy to other lifecycle stage
Various lifecycle stage inputs and outputs
Value and interfaces of the various service management processes

5. Managing Service Across the Lifecycle

Importance of an approach to balanced design
Contribute to effective and efficient service management with design coordination and transition planning and support
Service transition lifecycle stages
Managing services across the lifecycle
Involving operations staff in other lifecycle stages
Sources of information helping in the implementation and improvement of services
Factors relevant to strategic assessments
Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages

6. Governance, Roles, People, Competence, and the Organization

Governance, activities, framework, and governance bodies
Relating strategy to governance
Service providers set direction, policy and strategy
Change management
Management systems
Establishing and maintaining a service management system
Organization development and departmentalization
Logical structure for a service provider
Functions and the types of services providers
Implementing and sourcing strategies

7. Measurement

Measuring and demonstrating value
Determining and using metrics
Approaches to monitoring and control
Using event management tools

8. Implementing and Improving Service Management Capabilities

Implementing service management, service management processes, and supporting tools
Different types of assessments and conducting assessments
Techniques for improving service management
Methods for implementing service management
Business value of service portfolio management

9. Review/Exam Prep/Mock Exam

1. Introduction to Managing Across the Lifecycle

MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
Prerequisites for the MALC exam
Structure and scoring of the MALC exam
Bloom's Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
MALC exam cast study

2. Key Concepts of the Service Lifecycle

Services, service management, and IT service management
Organizing functions and roles for service management
Effect of clarifying roles and using RACI
Element of value
Business value of various ITIL lifecycle stages
Approaches to risk management
Importance of knowledge management and the SKMS

3. Communication and Stakeholder Management

Coordinating business relationship management across the lifecycle
Role of business relationship management in the communication activities
Stakeholder management and communication
Using service models
Design activity coordination
Services
Managing communications and commitment throughout the lifecycle
Communication aspects of service operation
Communication strategy and plan

4. Integrating Service Management Processes Across the Service Lifecycle

Effectively and efficiently integrating service management processes across the lifecycle
Impact and relationship of service strategy to other lifecycle stage
Various lifecycle stage inputs and outputs
Value and interfaces of the various service management processes

5. Managing Service Across the Lifecycle

Importance of an approach to balanced design
Contribute to effective and efficient service management with design coordination and transition planning and support
Service transition lifecycle stages
Managing services across the lifecycle
Involving operations staff in other lifecycle stages
Sources of information helping in the implementation and improvement of services
Factors relevant to strategic assessments
Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages

6. Governance, Roles, People, Competence, and the Organization

Governance, activities, framework, and governance bodies
Relating strategy to governance
Service providers set direction, policy and strategy
Change management
Management systems
Establishing and maintaining a service management system
Organization development and departmentalization
Logical structure for a service provider
Functions and the types of services providers
Implementing and sourcing strategies

7. Measurement

Measuring and demonstrating value
Determining and using metrics
Approaches to monitoring and control
Using event management tools

8. Implementing and Improving Service Management Capabilities

Implementing service management, service management processes, and supporting tools
Different types of assessments and conducting assessments
Techniques for improving service management
Methods for implementing service management
Business value of service portfolio management

9. Review/Exam Prep/Mock Exam

At least 17 ITIL v3 or newer credits (required)
Two to four years of relevant work experience
To prepare for the end-of-class exam, it is recommended that you review the 2011 editions of the following ITIL publications and complete at least 28 hours of personal study:
- Service Strategy (ISBN 9780113313044)
- Service Design (ISBN 9780113313051)
- Service Transition (ISBN 9780113313068)
- Service Operation (ISBN 9780113313075)
- Continual Service Improvement (ISBN 9780113313082)

IT operations, technical, or IT management personnel requiring more information about ITIL best practices
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

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ITIL® Expert Qualification: Managing Across the Lifecycle

Course Overview

Schedule

What You'll Learn

Outline

Classroom Live Outline

1. Introduction to Managing Across the Lifecycle

2. Key Concepts of the Service Lifecycle

3. Communication and Stakeholder Management

4. Integrating Service Management Processes Across the Service Lifecycle

5. Managing Service Across the Lifecycle

6. Governance, Roles, People, Competence, and the Organization

7. Measurement

8. Implementing and Improving Service Management Capabilities

9. Review/Exam Prep/Mock Exam

1. Introduction to Managing Across the Lifecycle

2. Key Concepts of the Service Lifecycle

3. Communication and Stakeholder Management

4. Integrating Service Management Processes Across the Service Lifecycle

5. Managing Service Across the Lifecycle

6. Governance, Roles, People, Competence, and the Organization

7. Measurement

8. Implementing and Improving Service Management Capabilities

9. Review/Exam Prep/Mock Exam

Prerequisites

Who Should Attend

Course Delivery