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Managing Across the Lifecycle


Candidates can expect to gain competencies in the following upon successful completion of the
education and examination components related to this certification:

  • Introduction to IT Service Management Business and Managerial issues
  • Management of Strategic Change
  • Risk Management
  • Managing the Planning and Implementation of IT Service Management
  • Understanding Organizational Challenges
  • Service Assessment
  • Understanding Complementary Industry Guidance and Tool Strategies

In addition the training will include examination preparation, including a mock examination

The target group of the ITIL Expert Qualification: Managing Across the Lifecycle is:

  • Individuals who require a business and management level understanding of the ITIL V3 core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • Individuals seeking the ITIL Expert Certificate in Service Management for which this qualification is the final mandatory module leading to the Expert certification.
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.

This may include but is not limited to, CIOs, Senior IT managers, IT managers, IT Professionals, and
IT Operation practitioners.

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) and have obtained a further 15 credits (a total of at least 17 credits) as a minimum form a
balanced selection of ITIL Service Lifecycle Capability qualifications. Documented evidence of this must be presented to gain admission.

  • 90 minute timed test
  • Closed book
  • Passing score: 28/40 or 70%
  • Course Length – Five days- includes lecture, classroom group exercise, exam preparation, and exam
  • Class Size – Maximum of 18 students

Introduction to IT Service Management Business and Managerial issues

  • Lifecycle positioning and transition
  • Relationship between Business and IT

Management of Strategic Change

  • Value creation challenge
  • Critical Success components to managing lifecycle risks
  • Business benefits
  • Planning and Defining scope
  • Resource and Capability planning
  • Controlling Quality
  • Strategic Influencing
  • Customer Liaison

Risk Management

  • The challenges, Critical Success Factors and risks to Service Management
  • Identification of Risk
  • Evaluation of Risk- CFIA, FTA, BIA, SFA, Risk Analysis and Management
  • Corrective Action
  • Controlling Risk
  • Transfer of risks
  • Service provider risks
  • Contract risks
  • Design risks
  • Operational risks
  • Market risks

Managing the Planning and Implementation of IT Service Management

  • Activities during Plan, Do, Check, Act including aspects of Strategy and the 4P’s of Strategy
  • Policy considerations
  • Directing
  • Controlling and Evaluating
  • Organizational Form and Design
  • Communication, Coordination, and Control

Understanding Organizational Challenges

  • organizational maturity
  • organizational structure
  • knowledge management and security of information
  • organizational transition
  • governance
  • Balance in Service Operations

Service Assessment

  • Value of Measuring
  • Value of Monitoring
  • Reporting
  • Value of benchmarking
  •  Service Portfolio assessment across the lifecycle
  • business Perspective and Improvements

Understanding Complementary Industry Guidance and Tool Strategies

  • ISO/IEC 20000
  • CMMI
  • Balanced Scorecard
  • Quality management
  • OSI Framework
  • Annuity
  • Service Management maturity framework
  • Six Sigma
  • Project management
  • TQM
  • Management Governance framework
  • Tool Strategies

Summary; Exam Preparation and Directed Studies

To be eligible for the ITIL Qualification: Managing Across the Lifecycle examination, candidates must have fulfilled the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
  • Have obtained a minimum of 15 credits through formal Service Lifecycle Stream or Service Capability scheme qualifications.
  • It is also recommended that students should complete at least 28 hours of personal study by reviewing the syllabus and the core Lifecycle publications in preparation for the examination
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