The ITIL Managing Across the Lifecycle qualification completes the ITIL Lifecycle and Capability qualifications and leads to the ITIL Expert qualification. The purpose of this course is to give candidates the skills to support an organization’s service delivery by bridging the service lifecycle stages.
The ITIL processes and practices, as learnt from the lifecycle and capability streams of the intermediate certificates, are put into a context of delivering this value and this knowledge is validated in the associated exam and certification.
Price (*ask for discount) 700 USD
Access period 180 days
- There is no formal prerequisite for this certification.
- Chief Information Officers
- Senior IT Managers
- IT Managers
- IT Supervisors
- IT Professionals
- IT Operations Practitioners
- IT Development Practitioners
What is included
- Accredited by PeopleCert (which is licensed by AXELOS as an Examination Institute for the ITIL® Service Design Certificate in IT Service Management.)
- Credits awarded: 5
- 30 hours of course material
- Practice exams
- Free exam voucher
- Instant 6 months access
- How To Earn?
• The student must pass the ITIL® Managing Across the Lifecycle Certificate in IT Service Management exam.
• The student can take the exam online (virtually) using a service provided by PeopleCert.
- How To Maintain?
Certification Exam Format
- 10 Complex multiple choice questions
- 120 mins duration
- A case study based.
- The pass mark is 70% (35 marks out of 50 correct)
- You should pay the online course fee then the online course access will be granted to you within 1 week after receiving payment.
- Course fee payment is not refundable.
Frequently Asked Questions
Key concepts of the service lifecycle
- The five stages of the service lifecycle and how they interact with each other
- Services from end-to-end: justification, design, measuring, testing, deploying, operating and looking for ways to improve
- How service strategy elements dictate what constitutes value, and how value is defined and measured
- Realizing business value in service operation
- Testing and demonstrating the service value in service transition
- Organizing for service management
- Use of the RACI model to define and clarify roles and responsibilities, particularly in interfaces between processes and between service lifecycle stages
- Risk assessment and risk management
- Monitoring service measurements and using them to support all stages of the service lifecycle
Communication and Stakeholder Management
- Co-ordination of business relationship management across the service lifecycle and the role of business relationship management in communication
- Stakeholder management and communication
- Communication during continual service improvement
- The use of service models to aid communication on service strategy and value creation
Integrating Service Management Processes Across the Service Lifecycle
- The integration of service management through the service lifecycle
- The impact of service strategy on other service lifecycle stages
- The value of a service lifecycle perspective when designing service solutions
- The inputs and outputs of processes and stages in the service lifecycle
Managing Services Across the Lifecycle
- Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
- How the service design package (SDP) provides a link between service design, service transition and service operation
- Flow of knowledge/experience/skills between lifecycle stages
- Customer satisfaction surveys
- Reviewing business trends and changed priorities, and keeping ahead of business projections
- Service level management (SLM) review meeting – reviewing management information and trends to ensure that services are meeting agreed service levels
- The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle
Governance, Roles, People, Competence and the Organization
- The importance and impact of good governance on service management
- The use of governance in sourcing
- The role of the IT strategy or steering group in setting direction, policy and strategy for IT services
- The application of governance in change management, through change authorization to ensure the integrity of live services. The role of the change advisory board
- The support from management systems to ensure appropriate governance
- Assessing and applying various organizational structures for service management, and combining several perspectives in matrix organizations
- The different service provider types, and the implication of choosing a specific type
- Measuring and demonstrating business value
- Determining and using metrics
- Service, process and technical metrics
- Using measurements and metrics to validate, justify, direct, intervene
- Designing measurement methods and metrics
- Use of event management tools to increase visibility of the infrastructure and IT service delivery
- CSFs and KPIs
Implementing and Improving Service Management Capability
- Understanding the high-level goals and objectives of the organization. Identifying the external (legislation, competitors etc) and internal (organizational structure, culture etc) drivers
- Service strategy implementation taking a service lifecycle approach
- Using benchmarking to identify need for improvement for each service lifecycle stage
- Planning for improvement with short-, medium- and longer- term improvement initiatives
- Using the CSI approach and Deming Cycle to ensure that the organization continues to move forward with continual improvement
- The seven-step improvement process, to measure progress and enable potential improvements to the service lifecycle to be identified
- Key considerations for implementation and improvement of both the practice of service management and the services themselves
- This module contains a description of the format and structure of the Managing Across the Lifecycle examination. It also offers advice and guidance about what to do before and during the exam.