This is the final module of the Service Lifecycle &/or Service Capability Intermediate courses that lead to the ITIL Expert in IT Service Management recognition. In this course, you'll be immersed in the contents of the ITIL publications. You'll focus on
- Course Start Date: Jul. 23
- Location: Virtual
- Time: 9:30 am - 6:00 pm (Note on end times)
- Duration: 5 days
09:30 AM - 06:00 PM
on the number or students and pace of the class.
It is important to allow for the class to run a little bit longer,
or finish a little sooner, than expected.
- Delivery Method(s):Virtual Instructor Led
- Discount Seats Available:2
- Category:ITIL Training
that provides you with the quality training that
you have come to expect, and combines it with
flexible learning and a self paced environment.
For more information click here.
- Course Outline
Gain the skills to manage the planning and implementation of IT Service Management and prepare for ITIL Expert certification.
This is the ITIL course that leads to the ITIL Expert in IT Service Management certification. In this course, you'll be immersed in the contents of the ITIL publications. You'll focus on business, management, and supervisory objectives, purposes, processes, functions, and activities, and you will examine the interfaces and interactions between the processes covered in the Service Lifecycle. This course is designed using a case study-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam, which is offered on the last day of the course at 3:30 pm.
Please note: Proof of at least 17 ITIL credits is required to take the exam.What You'll Learn
- Key concepts of the ITIL service lifecycle
- Aspects of communication and stakeholder management relevant to IT service management
- Integrate various IT service management processes across the lifecycle
- Establish and manage governance in a service management organization
- Measure IT services and associated process and activities
- Service management implementation relevant to organization decision makers
- IT operations, technical, or IT management personnel requiring more information about ITIL best practices
- Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
This course is part of the following programs or tracks:
- ITIL® Certifications
Emphasis on Practicing, Not Preaching
Our courses maximize learning through intensive, hands-on exercises. Ourexperiential design puts theory into practice and dramatically improves yourlearning experience, professional development, and retention. It is thedifference between memorizing facts and building competency. We use morechallenging scenarios and offer greater detail and practice of each concept thantraditional courses, so you will return to work more knowledgeable and withgreater expertise.Free Templates with Every Course
Creating templates to support your methodology is expensive and time consuming.We make it easy for you to adopt best practices quickly and easily by includingour CD of 110 templates with this course. You can easily customize the templatesfor use throughout your organization.Flexible Courses That Fit Your Needs
Building our courses with individual lesson objects allows us to easilycustomize a solution that meets the needs of your organization. From editingstandard course curriculum to creating a custom course that complements the bestpractices of your organization, we have the experience and expertise to deliverexactly what you need.Customization for Organizations
Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), wecan assess your organization's unique learning needs and goals, design andimplement a tailored solution, and provide continuous program improvements. Wealso offer curriculum-planning services to help maximize the return on yourorganization's training investment.Course Outline
1. Introduction to Managing Across the Lifecycle
- MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
- Prerequisites for the MALC exam
- Structure and scoring of the MALC exam
- Bloom's Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
- MALC exam cast study
- Services, service management, and IT service management
- Organizing functions and roles for service management
- Effect of clarifying roles and using RACI
- Element of value
- Business value of various ITIL lifecycle stages
- Approaches to risk management
- Importance of knowledge management and the SKMS
- Coordinating business relationship management across the lifecycle
- Role of business relationship management in the communication activities
- Stakeholder management and communication
- Using service models
- Design activity coordination
- Managing communications and commitment throughout the lifecycle
- Communication aspects of service operation
- Communication strategy and plan
- Effectively and efficiently integrating service management processes across the lifecycle
- Impact and relationship of service strategy to other lifecycle stage
- Various lifecycle stage inputs and outputs
- Value and interfaces of the various service management processes
- Importance of an approach to balanced design
- Contribute to effective and efficient service management with design coordination and transition planning and support
- Service transition lifecycle stages
- Managing services across the lifecycle
- Involving operations staff in other lifecycle stages
- Sources of information helping in the implementation and improvement of services
- Factors relevant to strategic assessments
- Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages
- Governance, activities, framework, and governance bodies
- Relating strategy to governance
- Service providers set direction, policy and strategy
- Change management
- Management systems
- Establishing and maintaining a service management system
- Organization development and departmentalization
- Logical structure for a service provider
- Functions and the types of services providers
- Implementing and sourcing strategies
- Measuring and demonstrating value
- Determining and using metrics
- Approaches to monitoring and control
- Using event management tools
- Implementing service management, service management processes, and supporting tools
- Different types of assessments and conducting assessments
- Techniques for improving service management
- Methods for implementing service management
- Business value of service portfolio management
- Prerequisites & Certificates
At least 17 ITIL credits (required) Two to four years of relevant work experience To prepare for the end-of-class exam, it is recommended that you review the 2011 editions of the following ITIL publications and complete at least 28 hours of personal study: Service Strategy (ISBN 9780113313044) Service Design (ISBN 9780113313051) Service Transition (ISBN 9780113313068) Service Operation (ISBN 9780113313075) Continual Service Improvement (ISBN 9780113313082)
30 PMI PDUs
- Cancellation Policy
We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted.
Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.
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