ITIL® INTERMEDIATE LEVEL – SERVICE LIFECYCLE MODULES SS, SD, ST, SO, CSI TRAINING & EXAM PACKAGE

Service Lifecycle modules are most relevant to those who have, or are looking for, a management or team leader role that requires management of different areas or work across different teams.

All the modules within the Service Lifecycle category are suitable for those intending to focus on the process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.

This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on-going support of business IT services. It is also suitable for those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

For a broad management focus of ITIL practice areas, the Service Lifecycle modules are:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Service Strategy

The ITIL® Intermediate SS course helps students understand the role of service strategy in the context of the ITIL® framework before taking a deep-dive into the specifics of strategy design and implementation.

Students will learn:

• The ITIL® approach to viewing service management as process within a larger system.
• The principles behind good service design.
• The processes that need to be built in to support and manage the service strategy.
• Using IT frameworks to help improve governance and the impact of strategy on other business processes.
• Building the team and assigning roles and responsibilities necessary to implement the strategy.
• Using technology to underpin strategy through the use of increased automation and escalation etc.
• Designing, implementing and transitioning to a new service strategy.
• Identifying and resolving issues that could prevent successful deployment of the new strategy.

SERVICE DESIGN

Focusing on the service delivery components of the ITIL® framework, the ITIL® SD course will introduce students to the concepts behind service delivery, before moving on to more detailed analysis of the procedures and actions. The course then covers:

• The ITIL® interpretation of service design and how those services fit into the rest of the ITIL® library.
• The best practice principles behind designing a service that supports other elements of the ITIL® framework and meets business needs.
• The processes that need to be included with any new service design including SLAs, event triggers and the challenges and risks that need to be addressed before deployment.
• Using technology to assist with IT service design and delivery.
• Roles, responsibilities and human resources required to properly manage a service delivery process.
• Implementing a new service delivery process and how to assess performance and ROI.

ITIL Inter – Service Transition

Focusing on the service transition elements of the ITIL® framework, the ITIL® ST course will introduce students to the concepts behind designing service offerings and how to transition between old and new. Students will also be shown how the service transition element fits into the wider ITIL® framework.

Drilling down into the service transition specifics, students will investigate:

• The principles behind service transition, such as optimisation and inputs and outputs that need to be considered during the design phase.
• The processes that underpin the service transition project, and the skills and techniques needed to properly assess and manage the transition.
• How to manage the human element of any IT service transition project, including stakeholder expectations and communications.
• Assessing organisational impact and changes throughout the service transition project.
• The technical implications of service transition with special consideration of the move from on-site to Cloud services.
• Considering the success factors and risks associated with service transition and how best to meet each.

ITIL Inter – Service Operation

Over the course of nine modules students will gain a full insight into the ITIL® SO processes along with a basic understanding of how they fit into the wider ITIL® framework. Course focus then shifts to cover:

• Service operations principles – the factors that explain why systems and services are delivered in the way that they are and the value they provide to the business.
• Service operations processes – the way by which IT services are organised and delivered, such as event management, and using incident management to restore services quickly.
• Monitoring and control of IT operations to deliver the required services and to deliver corrective action when required.
• Management of the technology infrastructure in such a way that IT becomes an asset for service delivery, rather than a source of failure.
• Implementing a service desk and supporting structures to capture incidents and institute the remedial actions required.
• Identifying challenges and critical success factors, and creating plans that ensure they are all addressed according to ITIL® standards.

ITIL Inter – Continual Service Improvement

The ITIL® CSI course focuses on the framework library elements that involve service improvement, with a view to making positive change an ingrained element of the service lifecycle. Among the modules covered in the course are:

• Placing continual service improvement in context to the other ITIL® lifecycle elements.
• The principles and processes behind ITIL® CSI and how they must be applied to service delivery programs.
• How to implement the organisational and operational changes required for a continual service improvement program.
• Technology considerations when designing and implementing CSI plans.
• Identifying challenges and risk factors that could affect CSI plans and recommendations.

EXAM

• Complete the 90-minute exam online with our fantastic software that is available 24/7, 365 days a year.
• Plenty of compatible devices mean you can revise and sit the examination at home, or on the go.
• Immediate results when completing the exam online – no need to wait for the post to arrive!
• Examination requires 70% passing mark to succeed – perfectly doable for any ITIL student who has used previous course material to expand their knowledge.
• Boost your skill set and impress your employer with a shining CV.

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