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

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.