ITIL® Intermediate Level - Service Lifecycle Modules SS, SD, ST, SO, CSI Training & Exam Package

Fully prepare for taking on the Managing Across the Lifecycle course with this ITIL® Intermediate Level Service Lifecycle track. This bumper training and exam package includes Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

Anyone who holds the ITIL® Foundation Certification and needs a sure-fire route to success in fully understanding the complete ITIL® lifecycle. The Service Lifecycle track is usually one undertaken by management or a team leader whose role requires management of different areas or work across different teams needed to deliver quality service management practices.

In order to sit the examinations in this package, students must have completed their ITIL® Foundation Examination and passed it.

ITIL® Intermediate Level - Service Lifecycle

The Service Lifecycle provides a broad management focus of ITIL® practice areas, modules included are:

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

Service Strategy:

• ITIL® approach to viewing service management as a process within a larger system
• Principles behind good service design
• 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.
• Designing, implementing and transitioning to a new service strategy
• Identifying and resolving issues that could prevent successful deployment of the new strategy.

Service Design:

• 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.
• 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.

Service Transition:

• The principles behind service transition – e.g. 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.

Service Operation:

• The factors that explain why systems and services are delivered in the way that they are and the value they provide to the business.
• 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.
• 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.

Continual Service Improvement:

• 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.

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