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Managing Across Life Cycle

Course Description

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

Course Outline

  • * 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

Target Group

  • * 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

Pre-requisite

  • * 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 
    • - Service Design
    • - Service Transition
    • - Service Operation
    • - Continual Service Improvement

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