Software

Background

The ITIL® Expert Certificate in Managing across the Lifecycle is a freestanding qualification, but is also the final module of the Service Lifecycle and/or Service Capability modules that lead to the ITIL® SM Expert in IT Service Management. The purpose of this course is to impart and test knowledge across the 

contents of the ITIL® core books; focusing on business, management and supervisory objectives, purpose, processes, functions and activities, as well as on the interfaces and interactions between the processes addressed in the five core ITIL® books. 

The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Expert examination in Managing across the Lifecycle worth 5 credits.

Content

This course will enable participants to:

• Appreciate and analyse IT Service Management business and managerial issues
• Manage the planning and implementation of IT Service Management
• Manage strategic change
• Carry out Risk Management
• Understand managerial functions
• Understand organizational challenges
• Conduct lifecycle project assessment
• Understand complementary industry guidance and tool strategies
  

 

Topics covered in the course include

1. Introduction to IT Service Management Business and Managerial Issues:

• Lifecycle Positioning and Transition
• Relationship between Business and IT

2. Management of Strategic Change:

• Challenges, CSFs and Risks
• Business Benefits
• Planning and Defining Scope
• Resource Planning
• Budgeting and Costing
• Quality Control
• Strategic Influencing
• Customer Liaison
• Project Termination
  

3. Risk Management:

• Challenges, CSFs, Risks
• Risk Identification
• Risk Evaluation
• Corrective Actions
• Risk Control
• Transfer of Risks
• Service Provider Risks
• Contract Risks
• Design Risks
• Operational Risks
• Market Risks
  

4. Managing the Planning and Implementation of 

IT Service Management:

• Activities during Plan, Do, Check, Act
• Planning
• Organizing
• Directing
• Controlling and Evaluating
• Organizational Form and Design
• Policy Resistance
• Communication

5. Understanding Organizational Challenges:

• Addressing Maturity Challenges
• Strategy Generation – Value Creation
• Addressing Organizational Structure and Transition
• Addressing Confidentiality, Integrity and Availability of Information
• Addressing Governance
• Addressing Balance in Service Operations

6. Service Assessment:

• Value of Measuring
• Value of Monitoring
• Reporting
• Value of Benchmarking
• Service Portfolio Assessment across the Lifecycle
• Business Perspective Improvement Model
• Value of Following CMM
  

7. Understanding Complementary Industry Guidance and Tool Strategies

 Target participants

Pre-work