ITIL^® Expert Training

Learning objectives

Module 1

The Service Operation seminar teaches participants procedures and methods for successful management of day-to-day service operations. You will be given suggestions and guidance to help in achieving the required level of effectiveness and efficiency in day-to-day operations and service support. Information will also be provided on how to implement an IT services operation that creates value for the customer. The guidance provided here will help you to understand how the necessary stability can be achieved in service operations.

The Service Transition module equips participants with the requisite knowledge to ensure policies for development, improvement, and qualified handover of new or modified services into operational use. You will be given clear points of reference for how the requirements from the service strategy and service design should be transferred into operational use, as described in the service operation. We will also look at standards and procedures for dealing with and managing new or changing services effectively and how to introduce these into operations.

Module 2

The Service Strategy seminar introduces participants to the background of efficient business planning and implementation of services. Customers’ business objectives should be supported with specific services so as to generate traceable benefits. You will learn methods with which to assess risks and costs effectively and which will enable you to offer services that are in line with realistic, measurable business expectations. The seminar will also give you an insight into data-analysis and decision-making mechanisms at an IT management level.

The Service Design seminar deals with methods for analyzing, documenting, and coordinating all service requirements within an IT organization structured according to ITIL^®. At the end of this module, participants will be able to develop a solution architecture with the processes used in this stage that corresponds to the requirements and framework conditions of the service strategy. We will also look at analysis of the service management system with the associated tools, which are intended to provide the relevant support.

Module 3

The Continual Service Improvement course teaches participants how to achieve sustainable improvements in the IT services offered as part of IT service management. Participants will learn about the need to deal consciously with the actual and target status. Once a service has been planned and developed, put into operation, and is up and running, the quality must be continually measured in order to unearth potential for improvement. The participants will learn what these measures and observations are, how they are implemented, and how they are used. The aim is to generate an understanding of how service efficiency is best tailored to the constantly changing needs of a company. This will then lend optimum support to the business processes in question.

The 3-day seminar Managing Across the Lifecycle completes the content of the Service Lifecycle and Service Capability stream modules and focuses on the specific measures required to reach predetermined business and managerial objectives. The most important issues from the five ITIL^® core books will be revisited and the relationship between the different processes will be developed. This course is the last module in the ITIL^® training, which leads to the ITIL^® Expert certificate upon successful completion.

Participants & prerequisites

Participants:

• Executives
• Process managers
• IT consultants
• Project managers

who are responsible for introducing and implementing ITIL^® processes.

Prerequisites:

• ITIL^® Foundation Certificate in IT Service Management (V3 or later) or the ITIL^® Foundation Bridge certificate
• Completion of the relevant courses at an accredited training organisation (ATO).
• MALC exam: a minimum of 17 credits must have been earned during the preceding foundation/intermediate level courses

Exam & certification

ITIL^® Service Strategy Certification

The certification exam follows the seminar. It consists of eight multiple-choice questions based on scenarios. Participants must answer at least 70% of these questions in 90 minutes and gain a sufficient number of marks. Three credits and the ITIL^® Service Strategy Certificate are awarded for a pass.

Candidates who take the exam in a language that is not their first, and participants with special requirements (such as health conditions) are entitled to extra time for the exam. Please inform us at the registration stage if you would like us to request an extended exam time for you.

ITIL^® Service Design Certification

The certification exam follows the seminar. It consists of eight multiple-choice questions based on scenarios. Participants must answer at least 70% of these questions in 90 minutes and gain a sufficient number of marks. Three credits and the certificate are awarded for a pass.

Candidates who take the exam in a language that is not their first, and participants with special requirements (such as health conditions) are entitled to extra time for the exam. Please inform us at the registration stage if you would like us to request an extended exam time for you.

ITIL^® Service Transition Certification

The certification exam follows the seminar. It consists of eight multiple-choice questions based on scenarios. Participants must answer at least 70% of these questions in 90 minutes and gain a sufficient number of marks. Three credits and the Service Transition certificate are awarded for a pass.

Candidates who take the exam in a language that is not their first, and participants with special requirements (such as health conditions) are entitled to extra time for the exam. Please inform us at the registration stage if you would like us to request an extended exam time for you.

ITIL^® Service Operation Certification

The certification exam follows the seminar. It consists of eight multiple-choice questions based on scenarios. Participants must answer at least 70% of these questions in 90 minutes and gain a sufficient number of marks. Three credits are awarded for a pass.

Candidates who take the exam in a language that is not their first, and participants with special requirements (such as health conditions) are entitled to extra time for the exam. Please inform us at the registration stage if you would like us to request an extended exam time for you.

ITIL^® CSI Certification

The certification exam follows the seminar. It consists of eight multiple-choice questions based on scenarios. Participants must answer at least 70% of these questions in 90 minutes and gain a sufficient number of marks. Three credits are awarded for a pass.

Candidates who take the exam in a language that is not their first, and participants with special requirements (such as health conditions) are entitled to extra time for the exam. Please inform us at the registration stage if you would like us to request an extended exam time for you.

ITIL^® Managing Across the Lifecycle & Expert Certification

The Managing Across the Lifecycle certification exam follows the seminar and takes 120 minutes. It consists of ten multiple-choice questions based on scenarios. Participants must gain a minimum of 35 out of 50 available marks (70%) to pass.

Candidates who take the exam in a language that is not their first, and participants with special requirements (such as health conditions) are entitled to extra time for the exam. Please inform us at the registration stage if you would like us to request an extended exam time for you.

The status as ITIL^® Expert and a certificate are awarded for a pass.

Material

Module 1:

Module 2:

Module 3: