Managing Across the Lifecycle

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This 5-day course leads to the certification as ITIL Expert in ITIL.

This product is currently out of stock and unavailable.

Description

Managing Across the Lifecycle

This 5-day course leads to the certification as ITIL Expert in ITIL.

Length 5 days
Target group
  • Individuals who require a business and management level understanding of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • Individuals seeking the ITIL Expert in IT Service Management certificate, for which this qualification is the final mandatory module
  • Individuals seeking progress towards the ITIL Master in IT Service Management, for which the ITIL Expert in IT Service Management certificate is a prerequisite
Exam The examination is closed book and made up of multiple choice questions based on a scenario. Students will be allowed 120 minutes to answer the questions. You need at least 70% (28/40 points) to pass.
Prerequisites 17 collected points from Foundation and LifeCycle/Capability level of ITIL and practical experience in IT Service Management.

 

You’ll learn

  • IT Service Management
  • Operational issues and management
  • Planning and implementation of IT Service Management
  • Managing Strategic Change
  • Risk management
  • Leading features
  • Understanding organizational challenges
  • Evaluate Lifecycle project
  • Additional support

Course content

Key concepts of the service lifecycle

  • Managing services and service management
  • The service lifecycle
  • Service value across the different stages of the service lifecycle

Communication and stakeholder management

  • Co-ordination of business relationship management across the service lifecycle, and the role of business relationship management in communication
  • Stakeholder management and communication
  • The value of good communication and ensuring its flow across the service lifecycle.

Integrating service management processes across the service lifecycle

  • The integration of service management processes through the service lifecycle
  • The impact of service strategy on other service lifecycle stages
  • The value of a service lifecycle perspective when designing service solutions
  • The inputs and outputs of processes and stages in the service lifecycle
  • The value to business and the interfaces of all processes in the ITIL service lifecycle.

Managing services across the service lifecycle

  • Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
  • How the service design package provides a link between service design, service transition and service operation
  • Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages
  • Implementing and improving services, using key sources of information for identifying the need for improvement
  • The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle.

Governance and organization

  • Governance
  • Organizational structure, skills and competence
  • Service provider types and service strategies.

Measurement

  • Measuring and demonstrating business value
  • Determining and using metrics
  • Design and development of measurement frameworks and methods
  • Monitoring and control systems
  • Use of event management tools to increase visibility of the infrastructure and IT service delivery.

Implementing and improving service management capability

  • Implementing service management
  • Assessing service management
  • Improving service management
  • Key considerations for the implementation and improvement of both the service management practice and the services themselves
  • Key considerations when planning and implementing service management technologies

 

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Additional information

City

Stockholm

Training Provider

Aim 4 Knowledge

Title

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