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Instructor Led Training

ITIL® Intermediate: Managing Across the Lifecycle

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge, at the Bloom Analysis level, of the following subjects upon successful completion of the education and examination components related to this certification:
• Introduction to IT Service Management Business & Managerial Issues
• Managing the Planning and Implementation of IT Service Management
• Management of Strategic Change
• Risk Management
• Managerial Functions
• Understanding Organizational Challenges
• Lifecycle Project Assessment
• Understanding Complementary Industry Guidance

The program will cover the following modules:

Introduction
Introduction to IT Service Management Business & Managerial Issues
This unit reinforces the candidate’s knowledge of the management concepts and terminology used in the field of IT Service Management. Specifically, after completion of this module candidates will be expected to understand and analyze:
• Lifecycle positioning and transition including:
o The difference between open-loop and closed-loop
o Complex Monitor Control loops
o ITSM Monitor Control loops
• Relationship between Business and IT including:
o How to achieve business value with people, process, function, supplier relationship and technology alignment


Management of Strategic Change
This unit will cover the managing of the project lifecycle. Specifically, after completing this module, candidates will be expected to understand and analyze:
• The challenges, critical success factors and risks to success including:
o Value creation challenge
o Critical success components to managing lifecycle risk
• The business benefits including:
o Determining Benefit Realization
o Determining Value to Business VOI, ROI
o Determining Variable Cost Dynamics (VCD)
o Alignment with business policy and future direction
o Relationship to service portfolio and service catalogue management
• Planning and Defining scope
• Resource planning including:
o Awareness of delivery model choices
• Budgeting, costing
• Quality control including:
o Quality checks
o Estimating benefits
• Strategic Influencing including:
o Defining awareness communication activities
o People Education and knowledge management
• Customer liaison including:
o Business Relationship Management
• Project Termination - Retirement

Risk Management
This unit will cover managing project and IT risk. Specifically, after completing this module, candidates will be expected to understand and analyze:
• Challenges, critical success factors and risks to service management
• Risk Identification
• Risk Evaluation
• Corrective Actions
• Risk Control
• Transfer of risks
• Service Provider risks
• Contract risks
• Design risks
• Operational risks
• Market risks

Managing the Planning and Implementation of IT Service Management
This unit will cover the activities related to the managerial function. Specifically, after completing this module, candidates will be expected to understand and analyze:
• Activities during Plan, Do, Check, Act
• Planning, including:
o Policy implementation considerations
o Design considerations
• Organizing, including:
o Resource alignment to achieve throughput through the lifecycle
• Directing, including:
o Value of achieving business goals by guiding, leading and monitoring
• Controlling and Evaluation, including:
o Value of verifying and using feedback to control lifecycle
• Organizational Form and Design
• Policy Resistance
• Communication

Understanding Organizational Challenges
This unit will address organization challenges. Specifically, after completing this module, candidates will be expected to understand and analyze:
• Addressing maturity challenges
• Strategy generation - Value creation
• Addressing organizational structure
• Addressing confidentiality, integrity and availability of information
• Addressing organizational transition
• Addressing governance
• Addressing Balance in Service Operations

Service Assessment
This unit will address assessment. Specifically, after completing this module, candidates will be expected to understand and analyze:
• Value of Measuring, including:
o Why Measure
o What to Measure
• Value of Monitoring, including:
o What to Monitor
• Reporting and determine reporting structure
• Value of benchmarking
• Service Portfolio assessment across the lifecycle
o Assessment of achievement
o Corrective action
• Business Perspective Improvement Model
• Value of following CMM

Understanding Complementary Industry Guidance and Tool Strategies
This unit will address other practices. Specifically, after completing this module, candidates will be expected to understand value and relate to support of ITIL:
• COBIT®
• ISO/IEC 20000®
• CMMI
• Balanced Scorecard
• Quality Management
• OSI Framework
• Annuity
• Service Management maturity framework
• Six Sigma
• CMMI
• Project Management
• TQM
• Management Governance framework
• Tool Strategies

Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.
 

Course Registration

 

5 days
$3,575.00

 

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