ITIL ® Expert Managing Across the Lifecycle (2011 Edition)

Course details

This course offers candidates the ability to achieve the ITIL® Expert certification upon passing the ITIL® Managing Across the Lifecycle exam as well as providing valuable knowledge that can be implemented in the workplace.

Course Outline

1 - COURSE INTRODUCTION

• Lifecycle positioning and transition
• The difference between open-loop and closed-loop systems
• Complex Monitor Control loops
• ITSM Monitor Control loops
• Relationship between Business and IT
• How to achieve business value with people, process and function
• How to achieve business value with supplier relationship and technology alignment

2 - MANAGEMENT OF STRATEGIC CHANGE (MOC)

• Value creation challenge
• Critical success components to managing lifecycle risk
• Business benefits
• Determining Benefit Realization
• Determining Value to Business VOI, ROI
• Determining Variable Cost Dynamics (VCD)
• Alignment of business policy, future direction and Demand Management
• Alignment to service portfolio and service catalogue management
• Planning and Defining scope
• Awareness of design and delivery model choices
• Budgeting, costing, service assets
• Intangible and Measuring benefits
• Assets- Service and Strategic influencing
• Defining awareness communication activities
• People Education and knowledge transfer management
• Business Relationship Management
• Service Structure and Value nets and value-chains
• Termination and Retirement of Services

3 - RISK MANAGEMENT

• Challenges, Critical Success Factors and risks to service management
• Identification of Risk
• Evaluation of Risk – CFIA, FTA, BIA, SFA, Risk Analysis and Management
• Corrective Actions
• Controlling Risk
• Transfer of risks
• Service Provider risks
• Contract risks
• Design risks
• Operational risks
• Market risks

4 - PLANNING AND IMPLEMENTING

• Activities during Plan, Do, Check, Act including Aspects of Strategy and the 4P’s of Strategy
• Policy considerations
• Strategy considerations
• Design considerations
• Transition considerations
• Directing
• Value of achieving business goals by guiding, leading and monitoring
• Controlling and Evaluating
• Value of verifying and using feedback to control lifecycle
• Organizational Form and Design
• Communication, Coordination and Control

5 - UNDERSTANDING ORGANIZATIONAL CHALLENGES

• Organizational maturity
• Organizational structure
• Knowledge management and security of information
• Organizational transition
• Governance
• Balance in Service Operations

6 - SERVICE ASSESSMENT

• Value of Measuring
• Why Measure
• What to Measure
• Value of Monitoring
• What to Monitor
• Reporting
• Service Portfolio assessment across the lifecycle
• Assessment of achievements
• Corrective action
• Business Perspective and Improvements

7 - UNDERSTANDING COMPLEMENTARY INDUSTRY GUIDANCE AND TOOL STRATEGIES

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

8 - EXAM PREPARATION

• Sample Exams
• Feedback
• Recap

Target Audience: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who and others who require a deeper knowledge of, or who are involved in managing Services across the different lifecycle phases.

Related Certifications:

• ITIL Expert

Related Exams:

• ITIL Managing Across the Lifecycle (MALC)