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

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 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:

• ITILŪ 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