ITIL® Gestion tout au long du cycle de vie (MALC) avec certification IT-020

Course Overview

The ITIL® SM Expert: Managing Across the Lifecycle Certificate is a free-standing qualification, but is also the final module of the Service Lifecycle and/or Service Capability modules that lead to the ITIL® SM Expert in IT Service Management. The purpose of this module/certificate is to impart and test knowledge across the contents of the ITIL® v3 Books; focusing on business, management and supervisory objectives, purpose, processes, functions and activities; also, it focuses and on the interfaces and interactions between the processes addressed in the five core ITIL® V3 books. Duration This program is offered over a 5-day period and includes approximately 30 hours of student-instructor interaction; a 1.5 hours formal certification exam on the afternoon of the third day, or the following week. The course approach combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 12. Note: The success in achieving this certification is highly dependent upon participants’ effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that: – The exam is scheduled one week to maximum two weeks after the training to allow sufficient time for preparation: – Course participants purchase the appropriate OGC publication to complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance. Maximum of 20 candidates per course. Required # of study hours – 18 hours


Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. Additionally, to be eligible for the ITIL® Intermediate: Service Strategy Qualification, candidates must fulfill the following requirements: At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable. Hold the ITIL® V3 Foundation Certificate in IT Service Management or ITIL® V2 Foundation plus the bridging certificate. It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination Maximum of 20 candidates per course Required # of study hours – 18 hours

Syllabus

Audience The target group of the ITIL® SM Expert Qualification: Managing Across the Lifecycle Certificate – Individuals who require a business  management level understanding of the ITIL®3 core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization. – Individuals seeking to attain the ITIL® SM Expert in IT Service Management who wish to obtain this qualification as final mandatory modules leading to this SM Expert. – Individuals wishing to study for the ITIL® Advanced SM Expert in IT Service Management for which the ITIL® SM Expert is a pre-requirement. -The audience may include but is not limited to, CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners Content and Objectives 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 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: The difference between open-loop and closed-loop; Complex Monitor Control loops; ITSM Monitor Control loops Relationship between Business and IT including: 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: Value creation challenge; Critical success components to managing lifecycle risk The business benefits including: Determining Benefit Realization; Determining Value to Business VOI, ROI; Determining Variable Cost Dynamics (VCD); Alignment with business policy and future direction; Relationship to service portfolio and service catalogue management — Planning and Defining scope – Resource planning including: Awareness of delivery model choices -Budgeting, costing – Quality control including: Quality checks; Estimating benefits – Strategic Influencing including: Defining awareness communication activities; People Education and knowledge management – Customer liaison including: 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: Policy implementation considerations; Design considerations – Organizing, including: Resource alignment to achieve throughput through the lifecycle – Directing, including: Value of achieving business goals by guiding, leading and monitoring – Controlling and Evaluation, including: 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: Why Measure; What to Measure – Value of Monitoring, including: What to Monitor – Reporting and determine reporting structure – Value of benchmarking – Service Portfolio assessment across the lifecycle: Assessment of achievement; 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 – 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. This training program includes the following as reference documentation:  Program slide presentation – ITIL®  acronyms and glossary – Sample examination questions and answers Simulation and practical application.  We provide the students with real life experiences; we use the client organization as “Case study” example for the purpose of discussion to show the value of using best practice. We integrate group exercises and sample exam questions to simulate and practice the subject matter 35 PDU’s and 5 ITIL credits ITIL® is a registered trade mark of AXELOS LimitedThe Swirl logo™ is a trade mark of AXELOS Limited


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Duration : 5 day(s)
Regular Rate : $719
Preferential Rate : $635
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