You Will Learn How To
- Prepare for and take the ITIL Intermediate Qualification: Managing Across the Lifecycle Certification Exam
- Identify key business and management issues in IT Service Management
- Manage the planning and implementation of IT Service Management
- Implement Strategic Change Management and Risk Management
- Handle organisational challenges and assess services
Course Benefits
The ITIL v3 Intermediate Qualification: Managing Across the Lifecycle focuses on the ancillary knowledge required to implement and manage the necessary skills in IT Service Management. This course is the final module of the Service Lifecycle and/or Service Capability modules and leads to the ITIL Expert Qualification in IT Service Management.
Who Should Attend
This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Managing Across the Lifecycle Certificate. Required credits from ITIL v2 or v3 qualifications are needed to take the Managing Across the Lifecyle Certification Exam on the final day.
Workshop Course
Through extensive activities, you gain knowledge of the overall ITIL Lifecyle. Workshops include:
- Analysing, identifying and evaluating the risks involved in Service Management
- Producing plans for the implementation and improvement of the Service Lifecycle and relevant processes
- Examining methods and output required to conduct a Service Assessment
- Taking the ITIL Intermediate Qualification: Managing Across the Lifecycle Certification Exam
Important Course Information
- Pre-course reading required
- Approximately 1 hour of home study each evening
- Course fee includes the ITIL Intermediate Qualification: Managing Across the Lifecycle Certification Exam
- Seventeen credits from the ITIL v2 and v3 qualifications are needed to take the ITIL Certification Exam on the final day
Exam Entry Criteria
Candidates must hold the ITIL v3 Foundation Certificate or the v3 Foundation Bridge Certificate and have at least 17 credits from previous certifications.
It is also strongly recommended that candidates complete the pre-course work, which includes reading the Key Element Guide Suite, reviewing the certification syllabus and reviewing the ITIL Service Lifecycle core publications in advance of attending the course.
Course Content
Introduction
- Lifecycle positioning and transition
- Distinguishing open-loop vs. closed-loop systems
- The relationship between the Business and IT
- Achieving business value with people, process and functions
Managing Strategic Change
Identifying the business benefits and resource planning
- Determining Business Realisation, Value to Business and Variable Cost Dynamics (VCD)
- Aligning business policy and future direction
- Alignment to Service Portfolio and Service Catalog management
- Budgeting, costing and service assets
Controlling quality
- Assessing quality opportunities
- Measuring benefits and identifying intangibles
Strategic influencing
- Defining awareness communication activities
- Education and knowledge transfer management
Customer liaison
- Business Relationship Management
- Distinguishing service structure, value nets and value chains
- Terminating and retiring services
Risk Management
Evaluating risk
- Identifying challenges, Critical Success Factors (CSFs) and risks to Service Management
- Assessing different types of risk: CFIA, FTA, BIA and SFA
Controlling risk
- Taking corrective action
- Transferring risks
Managing the Planning and Implementation of IT Service Management
Key activities and policy consideration
- Plan, Do, Check and Act activities
- Identifying the aspects of strategy and the 4 Ps
- Policy, strategy, design and transition considerations
Directing, controlling and evaluating
- The value of achieving business goals
- Guiding, leading and monitoring
- Verifying and using feedback to control the Lifecycle
- Applying organisational form and design
- Demonstrating communication, coordination and control
Handling Organisational Challenges
Addressing organisational challenges
- Determining organisational maturity
- Identifying the structure of the organisation
Knowledge Management
- Knowledge Management and the security of information
- Governance and organisational challenges
- Achieving balance in Service Operations
Service Assessment
Measuring value
- The importance of measuring value
- Determining what to measure
Monitoring and reporting
- Justifying monitoring activities
- What to monitor
- Reporting activities
- The value of benchmarking
Service Portfolio assessment
- Assessing achievements
- Taking corrective action
Complementary Industry Guidance and Tool Strategies
Industry standards
- CobiT®
- ISO/IEC
- CMMI
- OSI
- Six Sigma
- TQM
- Balanced Scorecard
- Quality Management
- Annuity
- Service Management maturity framework
- Management Governance framework
- Project Management
Tool strategies
- Distinguishing tools
- Applying Service Management strategies with tools
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