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This course leads to the ITIL Certificate – Managing Across the Lifecycle. This is the over-arching course needed to achieve the ITIL Expert Certificate in IT Service Management.
This course is suitable for individuals who require a detailed understanding of ITIL Lifecycle Management and how it may be implemented to enhance the quality of IT service provision within an organisation
It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Key concepts of the service lifecycle
• Managing services and service management
• The service lifecycle
• Service value across the different 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
• The value of good communication and ensuring its flow across the service lifecycle.
Integrating service management processes across the service lifecycle
• The integration of service management processes 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
• The value to business and the interfaces of all processes in the ITIL service lifecycle.
Managing services across the service 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 provides a link between service design, service transition and service operation
• Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages
• Implementing and improving services, using key sources of information for identifying the need for improvement
• The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle.
Governance and organization
• Organizational structure, skills and competence
• Service provider types and service strategies.
• Measuring and demonstrating business value
• Determining and using metrics
• Design and development of measurement frameworks and methods
• Monitoring and control systems
• Use of event management tools to increase visibility of the infrastructure and IT service delivery.
Implementing and improving service management capability
• Implementing service management
• Assessing service management
• Improving service management
• Key considerations for the implementation and improvement of both the service management practice and the services themselves
• Key considerations when planning and implementing service management technologies
In order to attend this course, students must have accumulated at least 17 points from a combination of ITIL® Intermediate Lifecycle or Capability Courses.
The ITIL Qualification Scheme is explained here.
Please Note: Any applicable exam fees are not included in the prices quoted.
You can choose to include or exclude the exam on the booking page.
ITIL® Managing Across the Lifecycle