ITIL®: Managing Across the Lifecycle

Gain the skills to manage the planning and implementation of IT Service Management and prepare for ITIL Expert certification.

This is the ITIL course that leads to the ITIL Expert in IT Service Management certification. In this course, you'll be immersed in the contents of the ITIL publications. You'll focus on business, management, and supervisory objectives, purposes, processes, functions, and activities, and you will examine the interfaces and interactions between the processes covered in the Service Lifecycle. This course is designed using a case study-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam, which is offered on the last day of the course.

What You'll Learn

  • Key concepts of the ITIL service lifecycle

  • Aspects of communication and stakeholder management relevant to IT service management

  • Integrate various IT service management processes across the lifecycle

  • Establish and manage governance in a service management organization

  • Measure IT services and associated process and activities

  • Service management implementation relevant to organization decision makers

ITIL Expert™:
Upon successful passing of the exam, the student will be recognized with 5 credits. Passing the exam associated with this course, achieves the ITIL Expert™ Certification.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Outline

Managing Across the Lifecycle

  • IT Service Management Business and Managerial Issues

  • Management of Strategic Change

  • Risk Management

  • Planning and Managing IT Service Management

  • Understanding Organizational Challenges

  • Service Assessment

  • Understanding Complementary Guidance and Tool Strategies

Living the Lifecycle Assignment – Identifying and Prioritizing IT Service Management Improvements

Service Strategy

  • Service Strategy Fundamentals

  • Service Strategy Activities

  • Strategy Considerations

  • Critical Success Components to Managing Lifecycle Risk

  • Financial Management

  • Service Portfolio Management

  • Demand Management

  • Managing Organizational Challenges

  • Controlling Risk

Living the Lifecycle Assignment – Identifying Strategic Changes and Risks

Service Design

  • Service Design Fundamentals

  • Service Design and Value Creation

  • Design and Delivery Model Choices

  • Service Design and Risk Management

  • Managing Organizational Challenges

  • Planning and Implementing Service Design

Living the Lifecycle Assignment – Planning a Business Impact Assessment

Service Transition

  • Service Transition Fundamentals

  • Service Transition Policies

  • Transition Planning and Support

  • Service Transition and Risk Management

  • Communication Activities

  • Managing Organizational and Stakeholder Change

  • Service Transition Critical Success Factors, Challenges and Risks

Living the Lifecycle Assignment – Implementing Service Transition

Service Operation

  • Service Operation Fundamentals

  • Achieving Balance in Service Operation

  • Monitor Control Loops

  • Risk Management and Service Operation

  • Managing Operational Challenges

Living the Lifecycle Assignment – Improving Service Operation Performance

Continual Service Improvement (CSI)

  • CSI Fundamentals

  • CSI and Business and Managerial Issues

  • CSI Techniques

    • Plan, Do, Check, Act

    • Baselines and Benchmarking

    • The CSI Model

    • Assessments

    • Metrics and Measurements

  • CSI Integration with Other Lifecycle Stages

  • CSI and Organizational Change


ITIL® is a registered trade mark of AXELOS Limited.


  • Individuals requiring a detailed understanding of the ITIL Service Operation phase of the ITIL Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization

  • IT professionals involved in the ongoing management, coordination and integration of IT Operation activities within the Service Lifecycle

  • Individuals seeking the ITIL Expert™ in IT Service Management for which this qualification is one of the prerequisite modules

  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite

  • A typical role includes (but is not restricted to): CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners.


  • The ITIL Foundation Certification in IT Service Management - obtained through ITIL Foundation or Foundation Bridge Course

  • A minimum of 17 credits through formal Service Lifecycle or Service Capability Stream qualifications.

  • Learners must complete at least 28 hours of personal study by reviewing the ITIL Lifecycle Suite of books.


ITIL® is a registered trade mark of AXELOS Limited.