Course objectives
  • Providing the holistic picture of the most important topics connected with developing of effective IT organization such as: governance structures, roles, process dependencies, complementary frameworks, as well as service assessment.
  • In-depth understanding of the strategic design issues, deployment and management of the capabilities and resources required by the whole IT service lifecycle
  • Understanding the interfaces, interactions and organizational requirements between the processes described in the 5 core ITIL® publications
Training scope
  • Understanding and gaining knowledge in the following areas:
  • Introduction to IT Service management Business and Managerial Issues
  • Business – IT relationship and alignment
  • How to achieve business value with people, processes and functions
  • Management of strategic change
  • Risk management
  • Managing the Planning and Implementation of ITSM
  • Understanding organizational challenges
  • Service assessment
  • Lifecycle project assessment
  • Understanding Complementary Industry Guidance
  • Mock exam
  • Exam
Prerequisites

Minimum of 17 credits earned through the formal Service Lifecycle stream or Service Capability stream qualifications

Audience

CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners, all the people who are involved in managing services across the different lifecycle phases as well as those who would like to achieve an ITIL® Expert Certificate.

The number of participants: 8-15 people

Duration: 5 days

Available language: PL / EN

Available course material: EN

Available exam: EN

Course form
Mix of instructor led training (60%) and hands-on exercises (40%).
Exam
  • Exam is obligatory
  • Multiple choice test; 10 questions, gradient scored, scenario-based
  • Pass mark: 70% ( 35 out of 50)
  • Time allocation: 120/150 mins.
  • Open book: no
  • Electronic devices permitted: no

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Agnieszka Rzeczkowska

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Agnieszka Rzeczkowska

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