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In order to obtain the ITIL v3 Expert qualification the final course and examination is Managing Across the Lifecycle.
The aim of this course is to tie up the different phases of the lifecycle and to understand how they impact on each other and be able to effectively manage a service from the initial determination that a service is required by the organisation, through its design, to the point at which it goes live and has to be supported in the business environment and the thinking behind how to make it better. In order to succeed in this examination it is suggested that candidates have taken a broad range of the intermediate courses (Lifecycle, Capability or a mixture of both) in order to best be able to understand the material covered in this week. The Managing Across the Lifecycle course leads to the examination in ITIL v3: Managing Across the Lifecycle examination. |
Credits
Successful candidates will be awarded 5 credits and providing they have 17 credits already they will be awarded the ITIL Expert qualification
Who Should Attend
The course is suitable for delegates who require a deep understanding of the entire Service Lifecycle and how it may be used to enhance the quality of IT service provision within an organisation.
Pre-requisites
Delegates must already have 17 credits accrued from the rest of the ITIL courses before attending this course.
Additional Costs
Prices shown are excluding VAT - there is also an additional exam fee of £110+VAT |
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COURSE OVERVIEW
During the course, you will obtain knowledge on:
The importance of Service Management as a Practice concept & Service Operation Principles, Purpose & Objectives
The Importance of ITIL Service Offerings and Agreements while providing service
How ITIL Service Offerings and Agreement processes interact with other Service Lifecycle Processes
The Processes, activities, methods and functions used in each of the ITIL Service Offerings and Agreement processes, and how to use them to achieve operational excellence
How to measure ITIL Service Offerings and Agreements
The importance of IT Security and its contributions to ITIL Service Offerings and Agreements
The Technology and implementation considerations surrounding ITIL Service Offerings and Agreements
Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements
There is plenty of opportunity to practice the application of these topics using a case study during the course. The course prepares delegates for the ITIL Capability examination in Service Offerings and Agreement. Successful candidates will be awarded 5 credits towards the ITIL Expert qualification. |
COURSE TOPICS
INTRODUCTION
SERVICE PORTFOLIO MANAGEMENT
SERVICE CATALOGUE MANAGEMENT
SERVICE LEVEL MANAGEMENT
DEMAND MANAGEMENT
SUPPLIER MANAGEMENT FINANCIAL MANAGEMENT
How Financial Management contributes to the Service Lifecycle Operation and the basic principles of Service Economics
BUSINESS RELATIONSHIP MANAGER
SERVICE OFFERINGS AND AGREEMENT ROLES AND RESPONSIBILITIES
TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
Technology implementation as part of implementing service management process capabilities. Special technology functions and features related to Service Offerings and Agreement practices.
APMG EXAMINATION PROCESS EXPLAINED
Hints and tips on Passing the examinations
Typical examination Scenarios and Questions
Mock Examination papers
Delegates will need to bring Photographic ID to show the Invigilator before the exam can be taken |