ITIL® Expert Qualification: Managing Across the Lifecycle

5 Day | Instructor Led

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.

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ITIL® Expert Qualification: Managing Across the Lifecycle

Ideal Candidates for ITIL® Expert Qualification: Managing Across the Lifecycle Class

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

ITIL® Expert Qualification: Managing Across the Lifecycle Prerequisites

At least 17 ITIL v3 or newer credits (required)
Two to four years of relevant work experience

What You'll Get in ITIL® Expert Qualification: Managing Across the Lifecycle

What You'll Learn in ITIL® Expert Qualification: Managing Across the Lifecycle

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

No Certification Test Available For This Course

No Certification Test Available For This Course

ITIL® Expert Qualification: Managing Across the Lifecycle 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

Testimonials

A. Erlich

RITSC, N6C

I just wanted to say your presentation on Social Media Technology and Security was the finest I have ever attended.

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US Navy Reserve

This course is definitely an eye opener. With how much social media has taken over, it is important to be fully aware of the capabilities along with all the risks it brings. It is important to get this course because social media is the new norm.

Rebekah Coughlin

MicroTech

The Social Media and Security Training course offered by UKI is a great and beneficial course combining technical training to fully understand TCP IP networking, DNS, and the harms of malware and cross-site scripting; as well as practical training that allowed attendees to play with open source social intelligence gathering solutions. This is the perfect class for those involved in IT security and interested in social media and identity theft.


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