ITIL® Managing Across the Lifecycle

Course Code: 7000

Overview
Schedule classes
What you'll learn
Outline
Prerequisites
Who should attend
Certification

Overview

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.

Schedule Classes

Looking for more sessions of this class?

Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 5 days

Live Virtual Classroom
Duration: 5 days

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

Outline

Module 1: Course introduction

Module 2: Introduction to managing across the lifestyle

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

Module 3: Basic concepts of service management

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

Module 4: An advanced look at key concepts of the service lifecycle

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

Module 5: Aspects of communication and stakeholder management

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

Module 6: Process integration throughout the lifecycle

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

Module 7: Managing across the lifecycle

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

Module 8: The value of governance, roles and people

Governance framework
Governance activities
Governance bodies
Service providers and governance
Change management and governance
Management systems

Module 9: Competency and the organization

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

Module 10: Measurements, metrics and key performance indicators

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

Module 11: Implementation and improvements of service management capabilities

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

Module 12: Review/Practice Exam

Supporting Material

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

Prerequisites

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.

Who should attend

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

Interested in this course? Let’s connect!

Certification Exam Details

The ITIL® Managing Across the Lifecycle exam is a 10 question multiple-choice exam that uses a single case study provided during the class prior to the exam. Up to all 10 of the questions can be based on the case study, but a minimum of 8 of the questions definitely will be. Two of the questions may cover generic ITIL topics unrelated to the case study. If a question is about the case study, it will provide additional information to supplement the case study. Native English speakers are allowed 2 hours to take the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours and 30 minutes.

The exam is gradient-scored, meaning that for each of the 10 questions there are 4 possible answers. Answers reward a different number of points based on level of accuracy according to the following scale:

Best answer – 5 points
2nd Best answer – 3 points
3rd Best answer – 1 point
Worst answer – 0 points

A passing score on the exam is 35 or more points out of the 40 possible points, or 70% or above. The ITIL® Managing Across the Lifecycle certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described throughout the ITIL core library. The ITIL Expert credential is earned upon receiving a passing score on this exam (assuming all other requirements are met). The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 5 credits in the ITIL® certification scheme.