ITIL®
COURSE ABSTRACT
ITIL®: Managing Across the Lifecycle
Course Overview
COURSE CODE
» ITIL-3MAL-0100
PRODUCT RELEASE
» N/A
DELIVERY METHOD 
» Instructor Led Training (ILT)
» On Demand Learning (ODL)
COURSE DURATION 
» 5 days
TARGET AUDIENCE 
» Candidates who want to be trained and
examined for this qualification must have
accrued a minimum total of 17 credits:
– Must already hold the IT
Infrastructure Library® (ITIL®)
Foundation Certificate in IT Service
Management (2 credits from the
Foundation, plus Bridge Certificate)
– Have obtained a minimum of 15
credits from a balanced selection
of ITIL Service Lifecycle or Service
Capability qualifications
This intermediate-level course offers candidates the ability to achieve the ITIL Expert certification
upon passing the ITIL: Managing Across the Lifecycle exam. This certification completes the ITIL
Intermediate Lifecycle and Capability streams by focusing on the ancillary knowledge required to
implement and manage the necessary skills associated with the use of the lifecycle practices.
Participants will learn to implement, manage, and improve Service Management according to ITIL
guidelines. An interactive approach is used, combining lecture, discussion, and exercises.
On completion of this certification, the student will earn 5 credits.
Note: Candidates are required to read the APMG Terms and Conditions carefully before signing
up for the class.
Course Objectives
» Introduction to IT Service Management business and managerial issues
» Managing the planning and Implementation of IT Service Management
» Managing strategic change
» Risk Management
» Managerial functions
» Understanding organizational challenges
» Lifecycle project assessment
» Understanding complementary industry guidance
Examination Information
» Examination Format: Multiple choice, scenario-based, gradient scored questions
» Number of Questions: 8
» Pass Score: 28/40 or 70%
» Delivery: Online or paper based examination through an Accredited Training Organization
» Exam Duration: 90 minutes
PREREQUISITES
» Open/Closed Book: Closed Book
» ITIL Foundation certificate
» 15 credits through formal ITIL
intermediate qualifications
ITIL® is a registered trade mark of AXELOS Limited. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may
be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries.
All other trademarks or registered trademarks are the property of their respective owners.
© 2014 BMC Software, Inc. All rights reserved.
For additional information about BMC Education Services, please visit us at
www.bmc.com/education.
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ITIL®
COURSE ABSTRACT
ITIL®: Managing Across the Lifecycle
COURSE ACTIVITIES
» Instructor Presentation and Group Discussion
» Java Bean Coffee Lounge Case Study
» Case Study Group Exercises per Module
» Exam Preparation and 2 Sample Exams
» Certification Exam
CERTIFICATION PATH 
» This course is part of the ITIL® Skilled Professional Certification Path
DISCOUNT OPTIONS 
» Have multiple students? Contact us to discuss hosting a private class for your organization
» Contact us for additional information 
Course Modules
–
Module 1: Introduction
» Lifecycle positioning and transition
–
The difference between open-loop
and closed-loop systems
– Complex Monitor Control loops
– ITSM Monitor Control loops
» Relationship between Business and IT
– How to achieve business value with
people, process, and function
» How to achieve business value with
supplier relationship and technology
alignment
»
»
»
»
Module 2: Management of Strategic Change
» Value creation challenge
» Critical success components to managing
lifecycle risk
» Business benefits
– Determining Benefit Realization
– Determining Value to Business VOI,
ROI
– Determining Variable Cost Dynamics
(VCD)
– Alignment of business policy, future
direction, and Demand Management
»
Alignment to service portfolio and
service catalog management
Planning and Defining scope
Resource and Capability planning
– Awareness of design and delivery
model choices
– Budgeting, costing, service assets
Controlling Quality
– Quality opportunities
– Intangible and Measurable benefits
– Assets: Service and Strategic
Strategic Influencing
– Defining awareness communication
activities
– People Education and knowledge
transfer management
Customer liaison
– Business Relationship Management
– Service Structure and Value nets and
value chains
– Termination and Retirement of
Services
Module 3: Risk Management
» Challenges, Critical Success Factors, and
risks to service management
» Evaluation of Risk – CFIA, FTA, BIA, SFA,
Risk Analysis, and Management
» Corrective actions
» Controlling risk
» Transfer of risks
» Service Provider risks
» Contract risks
» Design risks
» Operational risks
» Market risks
Module 4: Managing the Planning and
Implementation of Service Management
» Activities during Plan, Do, Check, Act
including Aspects of Strategy and the 4 P’s
of Strategy
» Policy considerations
– Strategy considerations
– Design considerations
– Transition considerations
» Directing
– Value of achieving business goals by
guiding, leading, and monitoring
» Controlling and Evaluating
– Value of verifying and using
feedback to control lifecycle
» Identification of Risk
ITIL® is a registered trade mark of AXELOS Limited. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may
be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries.
All other trademarks or registered trademarks are the property of their respective owners.
© 2014 BMC Software, Inc. All rights reserved.
For additional information about BMC Education Services, please visit us at
www.bmc.com/education.
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ITIL®
COURSE ABSTRACT
ITIL®: Managing Across the Lifecycle
» Organizational Form and Design
» Value of Monitoring
Communication, Coordination, and Control
Module 5: Understanding Organizational
Challenges
» Organizational maturity
»
»
»
» Organizational structure
» Knowledge management and security of
information
» Organizational transition
» Governance
» Balance in Service Operations
Module 6: Service Assessment
» Value of Measuring
–
–
Why Measure
What to Measure
»
– What to Monitor
Reporting
Value of benchmarking
Service Portfolio assessment across the
lifecycle
– Assessment of achievements
– Corrective action
Business Perspective and Improvements
Module 7: Understanding Complementary
Industry Guidance and Tool Strategies
» COBIT
» Quality Management
» OSI Framework
» Annuity
» Service Management maturity framework
» Six Sigma
» Project Management
» TQM
» Management Governance framework
» Tool strategies
Module 8: Exam Preparation
» 2 Sample Exams
» Feedback
» ISO/IEC 20000
» Recap
» CMMI
» Balanced Scorecard
ITIL® is a registered trade mark of AXELOS Limited. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may
be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries.
All other trademarks or registered trademarks are the property of their respective owners.
© 2014 BMC Software, Inc. All rights reserved.
For additional information about BMC Education Services, please visit us at
www.bmc.com/education.
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