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A GUIDE TO ITIL® INTERMEDIATE LEVEL

COURSES

ITIL® 2011 is the refreshed version of ITIL v3 (now referred to as ITIL 2007) and was published in mid-‐ 2011 and follows the ‘lifecycle’ approach to service management introduced in ‘V3’. This document looks at the Intermediate level of ITIL® training, which on successful completion, takes a student to the level of an ‘ITIL EXPERT’. It does not cover the Foundation level (for which we have a standard course specification sheet) nor the ‘Masters’ level (which has no courses associated with it). Intermediate courses are available in two streams, ‘lifecycle’ and ‘capability’. They cover selected aspects of the five ITIL® core books, but from different perspectives. A simplified way of looking at the difference between the ‘lifecycle’ and ‘capability’ streams is that the ‘lifecycle’ stream is more a management view of how processes in the relevant lifecycle stage are used whereas the ‘capability’ stream goes into more detailed and practical use of the processes and concepts and is related to peoples ‘real jobs’. Lifecycle courses do not cover the detail of the processes. This guide is compiled from information taken from the official syllabi for the intermediate examinations and is a quick reference to what is covered in the various courses so students can pick the right course for themselves.

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A guide to ITIL® Intermediate Level courses

©2012 – KEY TO YOU

Table of Contents Table of Contents .................................................................................................................................... 2

The ITIL Qualification Scheme ................................................................................................................. 3

Prerequisite Entry Criteria ....................................................................................................................... 4

Format of the Examination ..................................................................................................................... 4

Examination Results ................................................................................................................................ 4

ITIL® ‘Capability’ Courses ........................................................................................................................ 5

OSA – Operations Support and Analysis .............................................................................................. 6

SOA – Service Offerings and Agreements ........................................................................................... 8

PPO – Planning, Protection and Optimisation ................................................................................... 10

RCV – Release Control and Validation ............................................................................................... 12

ITIL® ‘Lifecycle’ Courses ......................................................................................................................... 14

Service Strategy ................................................................................................................................. 15

Service Design ................................................................................................................................... 17

Service Transition .............................................................................................................................. 19

Service Operation .............................................................................................................................. 21

Continual Service Improvement ........................................................................................................ 23

ITIL® ‘MANAGING ACROSS the LIFECYCLE’ ............................................................................................ 25

Prerequisite Entry Criteria ................................................................................................................. 25

Format of the Examination ............................................................................................................... 25

MALC -‐ Managing Across the Lifecycle .............................................................................................. 26

CONTACT DETAILS ................................................................................................................................. 27



The ITIL Qualification Scheme

• Operational Support and Analysis

• Planning, Protection and Optimisation

• Release, Control and Validation

• Service Offerings and Agreements

Lifecycle modules Capability modules

PPOSS SOARCVSD ST SO CSI OSA

ITIL Foundation Certificate in IT Service Management

Managing across the lifecycle

ITIL Expert

ITILMaster

5

2

3 3 3 3 3 4 4 4 4

22

To be eligible for any of the Intermediate level courses you must have passed the Foundation exam (or V2 Foundation plus bridge). Each course at the intermediate level is a free standing course in its own right. To achieve the ‘ITIL Expert’ qualification you must attain 22 credits. Each lifecycle course is worth 3 credits and each capability course is worth 4 credits, the Foundation course is worth 2 credits. If you decide to take the five lifecycle modules you will attain 15 credits, plus 2 from a Foundation, this gives the 17 required to take the Managing Across the Lifecycle (MALC) course and examination. If you take the four capability modules you will earn 16 credits, plus 2 from a Foundation giving 18 credits, thereby meeting the requirement needed to take the MALC course and examination. The Managing Across the Lifecycle is worth 5 credits, which takes you to the 22 credits required to achieve the ‘ITIL Expert’ qualification. It is possible to mix lifecycle and capability modules however there are rules as to which can be mixed. These rules are quite complex, for further information see:

http://www.itil-‐officialsite.com/Qualifications/ITILCreditAdministrationPolicy.aspx To achieve the ITIL Expert is a minimum of 6 courses (Foundation, four capability and MALC) and a minimum of 23 days training. Plan carefully!



Prerequisite Entry Criteria Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (or V2 Foundation plus Bridge Certificate) which must be presented as documentary evidence to gain admission. Eligibility for Examination To be eligible for the ITIL® Intermediate qualifications, candidates shall fulfil the following requirements:

• At least 30 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 to 4 years professional experience years IT experience are highly desirable.

• Hold the ITIL® Foundation Certificate in IT Service Management or ITIL® V2 Foundation plus the bridging certificate.

• It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance publications.

Format of the Examination The exam comprises eight (8) multiple choice, scenario-‐based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The duration of the examination is a maximum 90 minutes for all candidates in their respective language. Provision for additional time for candidates completing an exam:-‐

• in a language that is not their mother tongue, and • in a country where the language of the exam is not a business language in the country...

... are they have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary. The exam is ‘closed book’ with no reference to any documentation (dictionary excepted). The pass score is 28/40 or 70%.

Examination Results Results are typically received within two weeks of the examination date.



ITIL® ‘Capability’ Courses This section of the document outlines the course contents and formats for the four Intermediate ‘Capability’ courses. The courses are given over five days with the examination taking place at the end of the last day. Please note the relevant lifecycle publications are NOT included in the training pack. (This is because students are expected to do some self-‐study before the course and more than one book may be required for a particular course. Students should have access to the books before the course). All courses comprise formal lecturing, discussions, exercises and mock examination questions. The Capability stream comprises four courses which can be viewed as being constructed around ‘IT jobs’, a practical view of ITIL® processes from the perspective of…

Operational staff > Operations Support and Analysis Access Management, Event Management, Incident Management, Problem Management, Request Fulfilment plus operational aspects of processes from Service Design and Service Transition. The four Functions, Service Desk, Technical Management, Application Management and IT Operations Management (IT Operations Control and Facilities Management)

“Service Designers” > Planning, Protection and Optimisation Availability Management, Capacity Management Demand Management, Information Security Management, ITSCM

“Implementation” > Release, Control and Validation

Change Management, Evaluation, Knowledge Management, Release & Deployment Management, Request Fulfilment, Service Asset and Configuration Management, Service Validation & Testing

Service Level Managers > Service Offerings and Agreements

Demand Management, Financial Management, Business Relationship Management, Service Catalogue Management, Service Level Management, Service Portfolio Management, Supplier Management



OSA – Operations Support and Analysis Learning Unit OSA01: Introduction to operational support and analysis

• The value to the business of OSA activities • The lifecycle within the OSA context • Optimizing service operation performance.

Learning Unit OSA02: Event management • The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes

• Efficient event management and provision of examples showing how it is used to ensure service quality within OSA

• The benefits and business value that can be gained from event management.

Learning Unit OSA03: Incident management • The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes

• The measurement model and the metrics that would be used to support incident management within OSA practices

• The benefits and business value that can be gained from incident management.

Learning Unit OSA04: Request fulfilment • The request fulfilment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes

• The measurement model and the metrics that would be used to support incident management within OSA practices

• The benefits and business value that can be gained from request fulfilment as related to OSA.

Learning Unit OSA05: Problem management • The end-‐to-‐end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes

• A measurement model and the metrics that would be used to support problem management within OSA practices

• The benefits and business value that can be gained from problem management.

Learning Unit OSA06: Access management • The end-‐to-‐end process flow for access management process inclusive of components, activities and operation including its organizational structure, as well as any interfaces with other processes

• A measurement model and the metrics that would be used to support access management within OSA practices

• The benefits and business value that can be gained from access management as related to OSA.

Learning Unit OSA07: The service desk • The complete end-‐to-‐end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases

• The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA

• A measurement model and the metrics that would be used to support the service desk function within OSA practices.



Learning Unit OSA08: Functions and Roles • The end-‐to-‐end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components ,activities, roles and operation including its organizational structure, as well as any interfaces with other processes

• The roles within each OSA process and generic roles • The benefits and business value that can be gained from functions as related to OSA.

Learning Unit OSA09: Technology and implementation considerations • Technology requirements for service management tools and where/how they would be used within OSA for process implementation

• What best practices should be used in order to alleviate challenges and risks when implementing service management technologies.

OSA Learning Objectives

Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:

• The value to the business of OSA activities • How OSA activities support the service lifecycle • Optimizing service operation performance • How the processes in OSA interact with other service lifecycle processes • How to use the OSA processes, activities and functions to achieve operational excellence • How to measure OSA • The importance of IT security and its contributions to OSA • Understanding the technology and implementation considerations surrounding OSA • The challenges, critical success factors (CSFs) and risks associated with OSA • Specific emphasis on the service operation lifecycle processes and roles included in:

o Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service

o Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels

o Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products

o Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented

o Access management, which grants authorized users the right to use a service while preventing access to non-‐authorized users.

• Operational activities of processes covered in other lifecycle stages such as: o Change management o Service asset and configuration management o Release and deployment management o Capacity management o Availability management o Knowledge management o Financial management for IT services o IT service continuity management.

• Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.



SOA – Service Offerings and Agreements Learning Unit SOA01: Introduction to service offerings and agreements (SOA)

• The value to the business of SOA activities • The lifecycle within the SOA context • How services deliver value to customers and the business and the relevance to the SOA processes • How requirements are identified through the SOA processes • Understanding return on investment (ROI) and the business case

Learning Unit SOA02: Service portfolio management

• Service portfolio management, including concepts, methods, activities, roles and operation as well as its organizational structure and the interfaces with other processes

• Service portfolio management in relationship to the service catalogue and service pipeline and how these support SOA

• Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA

Learning Unit SOA03: Service catalogue management

• Service catalogue management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes

• Service catalogue in relationship to the service portfolio, the business catalogue, the technical service catalogue and how these components are used to ensure service quality within SOA

• Metrics and CSFs associated with service catalogue management in support of SOA Learning Unit SOA04: Service level management

• Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes

• SLM components and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their metrics, performance and monitoring

• How these components are used to ensure service quality within SOA

Learning Unit SOA05: Demand management • Demand management process, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes

• Demand for services especially in relation to patterns of business activity and how it is used within SOA

• Service portfolio interaction with demand management and how demand can be managed for service in relation to providing business benefits and in support of SOA

• Metrics and CSFs associated with demand management in support of SOA

Learning Unit SOA06: Supplier management • Supplier management process inclusive of its concepts, activities, roles and operation including its organizational structure as well as any interfaces with other processes

• Supplier management components and activities (for example supplier categorization, supplier evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure service quality within SOA

Learning Unit SOA07: Financial Management for IT services

• Financial management for IT services, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes

• Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA

• Metrics and CSFs associated with financial management for IT services in support of SOA



Learning Unit SOA08: Business relationship management • Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes

• Metrics and CSFs associated with business relationship management in support of SOA

Learning Unit SOA09: SOA roles and responsibilities • The roles and responsibilities related to all of the SOA processes

Learning Unit SOA10: Technology and implementation considerations

• Service management tools and where/how they would be used within SOA for process implementation

• The tools that support SOA • What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies and designing technology architectures

SOA Learning Objectives

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

• Overview of SOA processes and basic principles • The value to the business of SOA activities • How the SOA processes rely on a good business case • How the SOA processes rely on a good understanding of return on investment (ROI) • Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:

o Service portfolio management, which provides documentation for services and prospective services in business terms

o Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint

o Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place

o Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented

o Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management

o Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations

o Business relationship management, which ensures the customer’s requirements are correctly identified

• SOA roles and responsibilities • Technology and implementation considerations • Challenges, critical success factors and risks



PPO – Planning, Protection and Optimisation Learning Unit PPO01: Introduction to planning, protection and optimization

• The value to the business of PPO activities • The lifecycle within the PPO context • The purpose and objective of service design as it relates to PPO • The basic service design principles

Learning Unit PPO02: Capacity management. • The end-‐to-‐end process flow for capacity management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes

• A measurement model and the metrics that would be used to support capacity management within PPO practices

• The benefits and business value that can be gained from capacity management Learning Unit PPO03: Availability management

• The end-‐to-‐end process flow for availability management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes

• The benefits and business value that can be gained from availability management • A measurement model and the metrics that would be used to support availability management within PPO practices

Learning Unit PPO04: IT service continuity management (ITSCM)

• The end-‐to-‐end process flow for ITSCM, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes

• The four stages of ITSCM (i.e. initiation, requirements and strategy, implementation and on-‐going operation) and how each can be used to support PPO

• A measurement model and the metrics used to support ITSCM within PPO practices • The benefits and business value that can be gained from ITSCM

Learning Unit PPO05: Information security management

• The end-‐to-‐end process flow for security management, including its design strategy, components, activities, roles and operation, its organizational structure and its interfaces with other processes

• A measurement model and the metrics that would be used to support security management within PPO practices

• The benefits and business value that can be gained from security management Learning Unit PPO06: Demand management.

• The end-‐to-‐end process flow for demand management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes

• Activity-‐based demand management as it relates to business and user activity patterns and how these contribute to core and service packages

• The benefits and business value that can be gained from demand management in support of PPO

Learning Unit PPO07: Planning, protection and optimization roles and responsibilities. • The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO.

Learning Unit PPO08: Technology and implementation considerations

• Service management tools, where and how they can be used within PPO for process implementation • The types of tools that support service design as related to PPO. • What best practices should be used in order to alleviate challenges and risks when implementing service management technologies and designing technology architectures.



PPO Learning Objectives Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

• Service design in PPO and lifecycle context • Processes across the service lifecycle pertaining to the practice elements within planning, protection and optimization

• Capacity management as a capability to realize successful service design • Availability management as a capability to realize successful service design • IT service continuity management as a capability to support overall business continuity management • Information security management as part of the overall corporate governance framework • Planning, protection and optimization roles and responsibilities • Technology and implementation considerations • Organizational roles relevant to PPO And specifically in the following key ITIL process and role areas:-‐

o Capacity management o Availability management o IT service continuity management o Information security management o Demand management

• Challenges, critical success factors and risks for planning, protection and optimization .



RCV – Release Control and Validation Learning Unit RCV01: Introduction to release, control and validation (RCV)

• The purpose, objectives and scope of service transition lifecycle phase • The RCV processes in relation to service transition • Activities related to overall transition planning and ongoing support

Learning Unit RCV02: Change management • The end-‐to-‐end process flow for change management, including its policies, design strategy, concepts, activities, and interfaces with other processes

• A measurement model and the metrics that would be used to support change management within RCV practices

• The benefits and business value that can be gained from change management and the challenges and risks to be managed

Learning Unit RCV03: Service asset and configuration management (SACM)

• The end-‐to-‐end process flow for service asset and configuration management, including its policies, design strategy, concepts, activities and interfaces with other processes

• A measurement model and the metrics that would be used to support service asset and configuration management within RCV practices

• The benefits and business value that can be gained from service asset and configuration management and the challenges and risks to be managed

Learning Unit RCV04: Service validation and testing (SVT)

• The end-‐to-‐end process flow for the SVT process, including its policies, concepts, activities and interfaces with other processes

• Test modelling techniques and testing concepts (for example, stakeholder requirements, test conditions, environments, data) and how these test components are used to ensure service quality

• A measurement model and the metrics that would be used to support service validation and testing within RCV practices

• The benefits and business value that can be gained from SVT and the challenges and risks to be managed

Learning Unit RCV05: Release and deployment management (RDM)

• The end-‐to-‐end process flow for release and deployment management , including its policies, concepts, phases, activities and interfaces with other processes

• Release and deployment models and related activities (for example, design, planning, build, pilots, test, transfer, deployment, retirement). and how these activities ensure service quality

• A measurement model and the metrics that would be used to support release and deployment management within RCV practices

• The benefits and business value that can be gained from release and deployment management

Learning Unit RCV06: Request fulfilment • The end-‐to-‐end process flow for request fulfilment, including its policies, concepts, activities, and interfaces with other processes (for example, RDM, SACM and change management)

• Request fulfilment models and related activities (for example, effectiveness of designs, changes, performance) and how these activities help to ensure quality service within RCV

• A measurement model and the metrics that would be used to support request fulfillment within RCV practices

• The benefits and business value that can be gained from request fulfillment and the challenges and risks to be managed



Learning Unit RCV07: Change evaluation • The end-‐to-‐end process flow for change evaluation, including its policies, concepts, activities interfaces with other processes

• Perspectives and considerations for evaluating the effectiveness of a service change • A measurement model and the metrics that would be used to support change evaluation within RCV practices

• The benefits and business value that can be gained from change evaluation and the challenges and risks to be managed

Learning Unit RCV08: Knowledge management (KM)

• The end-‐to-‐end process flow for knowledge management, including its policies, concepts, activities and interfaces with other processes (for example CSI processes)

• Related concepts (for example, data-‐information-‐knowledge-‐wisdom (DIKW)) and how these activities help to ensure knowledge transfer and improved decision-‐making

• The benefits and business value that can be gained from knowledge management and the challenges and risks to be managed

Learning Unit RCV09: Release, control and validation roles and responsibilities

• Generic roles that support service transition and the RCV processes • The roles and responsibilities related to transition planning and support, change management, service asset and configuration management, service validation and testing, release and deployment management, request fulfilment, change evaluation, and knowledge management. Where and how these are used, as well as how they fit within the context of service transition.

Learning Unit RCV10: Technology and Implementation Considerations

• The technology requirements for service management tools, where and how these would be used within RCV (for example, knowledge management and service asset and configuration management)

• The need and benefits of tools that support service transition as related to RCV • Implementing RCV processes in the context of planning and managing change, service operation, project management, risk management, and staff considerations.

RVC Learning Objectives Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

• The importance of service management as a practice concept and service transition principles, purpose and objective

• The importance of ITIL release, control and validation while providing service • How all processes in ITIL release, control and validation interact with other service lifecycle processes • What are the processes, activities, methods and functions used in each of the ITIL release, control and validation processes

• How to use the ITIL RCV processes, activities and functions to achieve operational excellence • How to measure ITIL release, control and validation • The importance of IT security and its contributions to ITIL release, control and validation • The technology and implementation considerations surrounding ITIL release, control and validation • Change management as a capability to realize successful service transition • Service validation and testing as a capability to ensure the integrity and the quality of service transition

• Service asset and configuration management as a capability to monitor the state of service transition • Knowledge management as part of enhancing the on-‐going management decision support and service delivery capability

• Request fulfilment and change evaluation to ensure meeting committed service level performance • Release, control and validation process roles and responsibilities • Technology and implementation considerations • Challenges, critical success factors and risks associated with ITIL release, control and validation



ITIL® ‘Lifecycle’ Courses This section of the document outlines the course contents and formats for the five Intermediate ‘Lifecycle’ courses. The courses are given over three days with the examination taking place at the end of the last day. Please note the relevant lifecycle publications are NOT included in the training pack. (This is because students are expected to do some self-‐study before the course so should have access to the books before the course). All courses comprise formal lecturing, discussions, exercises and mock examination questions. The Lifecycle stream comprises five courses each of which explores one of the core books. The focus of these courses is more managerial / academic and deals more with why the lifecycle phase is important rather than the specific details of the processes within the lifecycle phase. The lifecycle courses are ideal for managers or leaders who need to understand how to manage and coordinate process and lifecycle phases within the framework of ITIL. The ITIL Service Lifecycle modules will also benefit those who need to provide justification for investing in IT services. SM2 offer the five lifecycle courses. We recommend you discuss your learning objectives with us before deciding to do the lifecycle courses. In many cases the Capability courses meet customers’ needs better. There are two exceptions here, the content covered in the Service Strategy and Continual Service Improvement courses are not covered in any of the capability courses. The processes described in the lifecycle phases are...

Service Strategy : Service Strategy process, Service Portfolio Management, Business Relationship Management, Financial management, Demand Management

Service Design : Design Coordination. Availability Management, Capacity

Management, Information Security Management, ITSCM, Service Level Management, Service Catalogue Management, Supplier Management

Service Transition : Transition Planning and Support, Change Management, Change

Evaluation, Knowledge Management, Release & Deployment Management, Request Fulfilment, Service Asset and Configuration Management, Service Validation & Testing

Service Operation: Incident Management, Problem Management, Event management.

Access Management, Request Fulfilment plus the four Functions; Service Desk,,Technical management, Application Management and IT Operations Management

CSI Seven Step Improvement is the only process covered, also covered is

Deming, CSI Approach, other improvement techniques and Measurement



Service Strategy Learning Unit SS01: Introduction to service strategy

• The purpose, goals and objectives of service strategy • The scope of service strategy • The value to the business • The context of service strategy in relation to all other lifecycle stages.

Learning Unit SS02: Service strategy principles. • The ability to decide on a service strategy • How to utilize the four P’s of service strategy • How to define services, create value and leverage the combined use of utility and warranty • How to use service economics and sourcing strategies when meeting business outcomes.

Learning Unit SS03: Service strategy processes • The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle

• The purpose, scope and objectives of each service strategy process and how they link to value for the business.

Learning Unit SS04: Governance.

• The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies.

Learning Unit SS05: Organizing for service strategy.

• The ability to create an organizational design using the relevant development and departmental methods.

Learning Unit SS06: Technology considerations.

• Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle.

Learning Unit SS07: Implementing service strategy.

• Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes).

Learning Unit SS08: Challenges, critical success factors and risks

• The ability to provide insight and guidance for strategic challenges, risks and critical success factors.



Service Strategy Learning Objectives This qualification provides a complete overview of service strategy including all its related activities: how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Introduction to service strategy • Service strategy principles • Service strategy processes • Governance • Organizing for service strategy • Technology considerations • Implementing service strategy • Challenges, critical success factors and risks.



Service Design Learning Unit SD01: Introduction to service design.

• The purpose, goals and objectives of service design • The scope of service design • The business value of service design activities • The context of service design in the ITIL service lifecycle • Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria

Learning Unit SD02: Service design principles.

• Design service solutions related to a customer’s needs • Design and utilize the service portfolio to enhance business value • The measurement systems and metrics • Service design models to accommodate different service solutions

Learning Unit SD03: Service design processes. • The interaction of service design processes • The flow of service design as it relates to the business and customer • The five design aspects and how they are incorporated into the service design process

Learning Unit SD04: Service design technology-related activities • Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability

• The design of technical architectures for data and information management, and application management

Learning Unit SD05: Organizing for service design

• How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management

• The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles

Learning Unit SD06: Technology considerations

• Service design related service management tools, where and how they would be used • The benefits and types of tools that support service design

Learning Unit SD07: Implementation and improvement of service design

• The six-‐stage implementation/improvement cycle and how the activities in each stage of the cycle are applied

• How business impact analysis, service level requirements and risk assessment can affect service design solutions

Learning Unit SD08: Challenges, critical success factors and risks

• Be able to provide insight and guidance for design challenges, risks and critical success factors



Service Design Learning Objectives This qualification provides a complete management-‐level overview of service design, including all its related activities. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Introduction to service design • Service design principles • Service design processes • Service design technology-‐related activities • Organizing for service design • Technology considerations • Implementation and improvement of service design • Challenges, critical success factors and risks.



Service Transition Learning Unit ST01: Introduction to service transition.

• The purpose and objectives of service transition • The scope of service transition and ways that service transition adds value to the business • The context of service transition in relation to all other lifecycle stages

Learning Unit ST02: Service transition principles • Service transition policies, principles and best practices for service transition • How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition

• The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases

Learning Unit ST03: Service transition processes.

• A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases

Learning Unit ST04: Managing people through service transitions.

• How to address and manage the communication and commitment aspects of service transition • How to manage organizational and stakeholder change • How to develop a stakeholder management strategy, map and analyse stakeholders and monitor changes in stakeholder commitment

Learning Unit ST05: Organizing for service transition

• How the technical and application management functions interface with service transition • The interfaces that exist between service transition and other organizational units (including programmes, projects, service design and suppliers) and the “handover points” required to ensure delivery of new or change services within the agreed schedule

• Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles

• Why service transition needs service design and service operation, what it uses from them and how

Learning Unit ST06: Technology Considerations • Technology requirements that support the service transition stage and its integration into the service lifecycle

• Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition

Learning Unit ST07: Implementing and improving service transition.

• The key activities for introducing an integrated service transition approach into an organization • The design, creation, implementation and use of service transition in a virtual or cloud environment

Learning Unit ST08: Challenges, critical success factors and risks. • Be able to provide insight and guidance for service transition challenges, risks and critical success factors



Service Transition Learning Objectives This qualification provides a complete management-‐level overview of service transition, including all its related activities. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components relating to this certification:

• Introduction to service transition • Service transition principles • Service transition processes • Managing people through service transitions • Organizing for service transition • Technology considerations • Implementing and improving service transition • Challenges, critical success factors and risks. .



Service Operation Learning Unit SO01: Introduction to service operation

• The purpose, objectives and scope of service operation • The value to the business • The context of service operation in the ITIL service lifecycle • The fundamental aspects of service operation and the ability to define them .

Learning Unit SO02: Service operation principles. • How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation

• Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy

• Service operation inputs and outputs.

Learning Unit SO03: Service operation processes. • The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management.

Learning Unit SO04: Common service operation activities.

• How the common activities of service operation are co-‐ordinated for the ongoing management of the technology that is used to deliver and support the services

• How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services

• How the operational activities of processes covered in other lifecycle stages contribute to service operation

• How IT operations staff should look for opportunities to improve the operational activities.

Learning Unit SO05: Organizing for service operation • The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management

• Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles.

Learning Unit SO06: Technology considerations.

• The generic requirements of technologies that support service management across all lifecycle stages • The specific technology required to support the service operation processes and functions.

Learning Unit SO07: Implementation of service operation • Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition

• Planning and implementing service management technologies within a company.

Learning Unit SO08: Challenges, critical success factors and risks • The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.



Service Operation Learning Objectives This qualification provides a complete management-‐level overview of service operation including all its related activities. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Introduction to service operation • Service operation principles • Service operation processes • Common service operation activities • Organizing for service operation: functions • Technology considerations • Implementation of service operation • Challenges, critical success factors and risks. .



Continual Service Improvement Learning Unit CSI01: Introduction to continual service improvement.

• The purpose, objectives and scope of CSI • The value to the business of adopting and implementing CSI • The context of CSI in the ITIL service lifecycle • The approach to CSI, including key interfaces and inputs and outputs

Learning Unit CSI02: Continual service improvement principles • How the success of CSI depends on understanding change in the organization and having clear accountability

• How service level management and knowledge management influence and support CSI • How the complete Deming Cycle works, and how it can be applied to a real world example • How CSI can make effective use of the various aspects of service measurement • What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvements

Learning Unit CSI03: Continual service improvement process

• What the seven-‐step improvement process is, how each step can be applied and the benefits produced

• How CSI integrates with the other stages in the ITIL service lifecycle • How other processes play key roles in the seven-‐step improvement process

Learning Unit CSI04: Continual service improvement methods and techniques • When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement

• How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI

• How to create a return on investment, establish a business case and measure the benefits achieved • How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI

Learning Unit CSI05: Organizing for continual service improvement

• The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization

• How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI

Learning Unit CSI06: Technology considerations.

• The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting

Learning Unit CSI07: Implementing continual service improvement

• CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change

Learning Unit CSI08: Challenges, critical success factors and risks

• The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed

• The critical success factors related to CSI as well as how to measure and monitor them



Continual Service Improvement Learning Objectives This qualification presents a complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the lifecycle approach through service strategy, service design, service transition and service operation. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Introduction to CSI • CSI principles • CSI process • CSI methods and techniques • Organizing for CSI • Technology considerations • Implementing CSI • Challenges, critical success factors and risks



ITIL® ‘MANAGING ACROSS the LIFECYCLE’

YOU MUST HAVE AT LEAST 17 CREDITS TO BE ELIGIBLE TO ATTEND THIS COURSE AND TO TAKE THE EXAMINATION. This course presents the end-‐to-‐end view of Management and utilizes all the lifecycle and capability activities related to IT Service Management, Business and Managerial Issues, Managing the Planning and Implementation of IT Service Management, Management of Strategic Change, Risk Management, Managerial Functions, Organizational Challenges, Project Assessment and Complementary Industry Guidance.

Prerequisite Entry Criteria Candidates must hold the ITIL® Foundation Certificate in IT Service Management and have obtained a further 15 credits from a balanced selection of ITIL® Service Lifecycle or Service Capability qualifications. Documentary evidence must be presented to be eligible for this certification level. Eligibility for Examination To be eligible for the ITIL® Qualification: Managing Across the Lifecycle examination, candidates must have fulfilled the following requirements:

• At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-‐learning solution) for this syllabus, as part of a formal, approved training course/scheme

• Hold the ITIL® Foundation Certificate in IT Service Management • Have obtained a minimum of 15 credits through formal Service Lifecycle Stream or

Service Capability scheme qualifications. • It is also recommended that candidates complete at least 28 hours of personal study by

reviewing the syllabus and the core Lifecycle publications in preparation for the examination

Format of the Examination The exam comprises ten (10) multiple choice questions, all based on a single scenario with gradient scoring. Each question has 4 possible answer options, one is worth 5 marks, one is worth 3 marks, one is worth 1 mark, and one which is a distracter and achieves no marks. The duration of the examination is a maximum 120 minutes for all candidates in their respective language. Provisions for additional time for candidates completing an exam:-‐

• in a language that is not their mother tongue, and • in a country where the language of the exam is not a business language in the country,

They have a maximum of 150 minutes to complete the exam and are allowed the use of a dictionary. The exam is ‘closed book’ with no reference to any documentation (dictionary excepted) The pass score is 28/40 or 70%.



MALC -‐ Managing Across the Lifecycle . Learning unit MALC01: Key concepts of the service lifecycle

• Managing services and service management • The service lifecycle • Service value across the different stages of the service lifecycle • Other key concepts.

Learning unit MALC02: 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.

Learning unit MALC03: 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.

Learning unit MALC04: 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.

Learning unit MALC05: Governance and organization

• Governance • Organizational structure, skills and competence • Service provider types and service strategies.

Learning unit MALC06: Measurement • 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.

Learning unit MALC07: 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.



MALC Learning Objectives Upon successful completion of the education and examination components related to this qualification, candidates can expect to gain competencies in the following:

• Key concepts of the service lifecycle • Communication and stakeholder management • Integrating service management processes across the service lifecycle • Managing services across the service lifecycle • Governance and organization • Measurement • Implementing and improving service management capability.

CONTACT DETAILS This document is based on information taken from the official syllabi published by APMG, the official ITIL® accreditor. All courses offered by KEY to YOU are accredited by the ISEB, part of the British Computer Society. KEY to YOU Avenue des Tritons 59 B1170 Brussels BELGIUM Tel +32 (0) 26 63 20 20 [email protected]

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