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Home » ITIL » ITIL® Managing Across the Lifecycle

ITIL® Managing Across the Lifecycle

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.
Did You Know?

This class is available in our Virtual Classroom -- live online training that combines premium skills development technologies and expert instructors, content, and exercises to ensure superior training, regardless of your location.
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

Who Needs to Attend

    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

Prerequisites

    At least 17 ITIL v3 or newer 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)

Follow-On Courses

There are no follow-ons for this course.
Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

    ITIL® Certifications

Why Global Knowledge?
Emphasis on Practicing, Not Preaching

Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater 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 including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.
Flexible Courses That Fit Your Needs

Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver exactly what you need.
Customization for Organizations

Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization'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

2. Key Concepts of the Service Lifecycle

    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

3. Communication and Stakeholder Management

    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
    Services
    Managing communications and commitment throughout the lifecycle
    Communication aspects of service operation
    Communication strategy and plan

4. Integrating Service Management Processes Across the Service Lifecycle

    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

5. Managing Service Across the Lifecycle

    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

6. Governance, Roles, People, Competence, and the Organization

    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

7. Measurement

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

8. Implementing and Improving Service Management Capabilities

    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

9. Review/Exam Prep/Mock Exam
10. Exam
Label: ITIL
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