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In this 5-day capstone course you will cover content from the ITIL® core library at the expert level. Close attention will be paid to how the various ITIL best practices work together and interact with one another to ensure that organizations are efficiently and effectively designing, creating, delivering, and improving IT services. This course deeply engages participants in the concepts covered throughout the ITIL core library, in the context of a single case study, which is the same case study used in the actual ITIL Expert certification exam. This course builds upon prior ITIL courses at the foundation and the intermediate level, and prepares you to complete the Managing Across the Lifecycle certification exam, which once complete, is one of the key components to achieving the ITIL Expert certification.

Please note, this course and all of our accredited ITIL courses are only offered together with the respective exam.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Overview

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What you'll learn

Basic concepts of IT service management
  • Key concepts of the service lifecycle
  • Details about ITIL processes and functions
  • How ITIL processes and functions work together
  • Communication and stakeholder management
  • How service management processes integrate throughout the service lifecycle to deliver business value
  • How services are managed across the lifecycle
  • The value of governance, roles and people
  • Competency and the organization
  • Measurements, metrics and key performance indicators
  • Implementation and improvements of service management capabilities


Participants of this course need to have completed ITIL foundation and have 15 additional credits earned by completing exams at the ITIL intermediate level. Participants should have a minimum of 17 credits from the ITIL certification scheme.


Course introduction and overview
  • The purpose of this course
  • Building on foundation and intermediate level knowledge
  • Understanding the MALC exam
  • Structure of the MALC exam
  • Understanding and applying bloom’s taxonomy
  • Type of questions on the MALC exam
  • Case study used in the course and in the exam
  • What is ITIL?
  • Why are best practices important?
  • Public vs. proprietary approaches
  • Sources of best practices
  • Benefits of ITIL
  • The concepts of a service
  • Types of services
  • What is service management
  • Challenges of service management
  • Utility, warranty and value
  • Service providers
  • Stakeholders
  • Assets
  • Processes
  • Functions
  • Roles
  • RACI
  • The service lifecycle map
  • Services, service management and IT service management
  • Functions and roles throughout the lifecycle
  • RACI and role definition and clarification
  • Elements of value
  • Business value and the ITIL lifecycle
  • Risk management approaches
  • Knowledge management and the service knowledge management system
  • Business relationship management throughout the lifecycle
  • Communication activities of business relationship management
  • Stakeholder management and communication
  • Defining and using service models
  • Designing coordination , stakeholder management and communication
  • Services and communication
  • Managing stakeholder communications and commitment throughout the lifecycle
  • Communication and service operation
  • Developing a communication strategy and plan
  • Integrating service management processes throughout the lifecycle
  • How service strategy interacts with other lifecycle stages
  • Inputs and outputs between the lifecycle stages
  • Business value of service management processes
  • Interfaces of service management processes
  • Importance of a balanced approach to service design
  • How design coordination and transition planning and support contribute to service management
  • Lifecycle stages of service transition
  • Managing services throughout the lifecycle
  • Operations personnel involvement in other lifecycle stages
  • Sources of information and their effect on service improvement
  • Strategic assessments
  • Challenges, risks and critical success factors for strategy, design, transition and operations lifecycle stages
  • Governance framework
  • Governance activities
  • Governance bodies
  • Service providers and governance
  • Change management and governance
  • Management systems
  • Establishing and maintaining a service management system
  • Organizational development and departmentalization
  • Logical structures for a service provider
  • Functions and types of service providers
  • Implementation of organizational structures
  • Sourcing strategies
  • Measuring and demonstrating value
  • Determining and using metrics
  • Approaches to monitoring and control
  • Using event management tools
  • Implementing service management
  • Implementing service management processes
  • Implementing service management tools
  • Type of assessments
  • Conducting assessments
  • Techniques for improving service management
  • Methods for implementing service management
Review/Practice Exam
Each participant receives a copy of the following Kindle books:
  • The Service Management Expert’s Guide to Managing across the Lifecycle
  • Service Management Expert Practice Questions
  • The Service Management Expert’s Tool Box

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Course Feature

duration Course Duration
24x7 24x7 Support
access Lifetime LMS Access
guarantee Price match Guarantee


  • IT professionals
  • Service desk professionals
  • Business professionals
  • Executive leadership
  • Service management professionals
  • Incident managers
  • Problem managers
  • Business relationship managers
  • Change managers
  • Quality improvement professionals
  • Those interested or involved in application of ITIL and service management best practices
  • Those interested in achieving the ITIL Expert certification

A minimum internet speed of 2 MBPS is recommended.
All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.
You will get lifetime access to LMS and all the learning material in it.