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About the course
Learn what it takes to plan and execute IT Service Management while you prepare for ITIL Expert certification.
In the final module of the Service Lifecycle and/or Service Capability Intermediate courses, you'll focus on supervisory objectives, purposes, processes, functions, and activities. You will learn the interfaces and interactions between the processes, while also gaining a general understanding of the business and management aspects of the Service Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam, which is offered on the last day of the course at 3:30 pm. Please note: The ITIL Foundation certification and proof of at least 17 ITIL credits is required to take the exam. Proof of certification must be provided to Global Knowledge 20 days prior to the start of class.
What You Will Cover
- Introduction to IT Service Management business and managerial issues
- Managing the planning and implementation of IT Service Management
- Management of strategic change
- Risk management
- Organizational challenges
- Service assessment
- Complementary industry guidance
- At least 17 ITIL credits (required)
- Two to four years of relevant work experience
To prepare for the end-of-class exam, it is recommended that you review the 2011 editions of the following ITIL publications and complete at least 28 hours of personal study:
- Service Strategy (ISBN 9780113313044)
- Service Design (ISBN 9780113313051)
- Service Transition (ISBN 9780113313068)
- Service Operation (ISBN 9780113313075)
- Continual Service Improvement (ISBN 9780113313082)
Who should attend
IT operations, technical, or IT management personnel requiring more information about ITIL best practices or anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT.