Guide To ITIL 2011 Intermediates v1.01

A
GUIDE TO ITIL
INTERMEDIATE LEVEL
COURSES

ITIL 2011 is the refreshed version of ITIL v3 (now referred to as ITIL 2007) and was published in mid-
2011 and follows the lifecycle approach to service management introduced in V3.

This document looks at the Intermediate level of ITIL training, which on successful completion, takes
a student to the level of an ITIL EXPERT. It does not cover the Foundation level (for which we have a
standard course specification sheet) nor the Masters level (which has no courses associated with it).

Intermediate courses are available in two streams, lifecycle and capability. They cover selected
aspects of the five ITIL core books, but from different perspectives. A simplified way of looking at
the difference between the lifecycle and capability streams is that the lifecycle stream is more a
management view of how processes in the relevant lifecycle stage are used whereas the capability
stream goes into more detailed and practical use of the processes and concepts and is related to
peoples real jobs. Lifecycle courses do not cover the detail of the processes.

This guide is compiled from information taken from the official syllabi for the intermediate
examinations and is a quick reference to what is covered in the various courses so students can pick
the right course for themselves.

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A guide to ITIL Intermediate Level courses
Table of Contents

Table of Contents .................................................................................................................................... 2
The ITIL Qualification Scheme ................................................................................................................. 3
Prerequisite Entry Criteria ....................................................................................................................... 4
Format of the Examination ..................................................................................................................... 4
Examination Results ................................................................................................................................ 4
ITIL Capability Courses ........................................................................................................................ 5
OSA Operations Support and Analysis .............................................................................................. 6
SOA Service Offerings and Agreements ........................................................................................... 8
PPO Planning, Protection and Optimisation ................................................................................... 10
RCV Release Control and Validation ............................................................................................... 12
ITIL Lifecycle Courses ......................................................................................................................... 14
Service Strategy ................................................................................................................................. 15
Service Design ................................................................................................................................... 17
Service Transition .............................................................................................................................. 19
Service Operation .............................................................................................................................. 21
Continual Service Improvement ........................................................................................................ 23
ITIL MANAGING ACROSS the LIFECYCLE ............................................................................................ 25
Prerequisite Entry Criteria ................................................................................................................. 25
Format of the Examination ............................................................................................................... 25
MALC - Managing Across the Lifecycle .............................................................................................. 26
CONTACT DETAILS ................................................................................................................................. 27

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The ITIL Qualification Scheme
ITIL
Master
ITIL Expert 22
5
Managing across the lifecycle
SS SD ST SO CSI
OSA PPO RCV SOA
Lifecycle modules
Capability modules
Operational
Support and
Analysis
Planning,
Protection and
Optimisation
Release, Control
and Validation
Service Offerings
and Agreements
ITIL Foundation Certificate in IT Service Management

To be eligible for any of the Intermediate level courses you must have passed the Foundation exam
(or V2 Foundation plus bridge).

Each course at the intermediate level is a free standing course in its own right.

To achieve the ITIL Expert qualification you must attain 22 credits. Each lifecycle course is worth 3
credits and each capability course is worth 4 credits, the Foundation course is worth 2 credits.

If you decide to take the five lifecycle modules you will attain 15 credits, plus 2 from a Foundation,
this gives the 17 required to take the Managing Across the Lifecycle (MALC) course and examination.

If you take the four capability modules you will earn 16 credits, plus 2 from a Foundation giving 18
credits, thereby meeting the requirement needed to take the MALC course and examination.

The Managing Across the Lifecycle is worth 5 credits, which takes you to the 22 credits required to
achieve the ITIL Expert qualification.

It is possible to mix lifecycle and capability modules however there are rules as to which can be
mixed. These rules are quite complex, for further information see:

http://www.itil-officialsite.com/Qualifications/ITILCreditAdministrationPolicy.aspx

To achieve the ITIL Expert is a minimum of 6 courses (Foundation, four capability and MALC) and a
minimum of 23 days training. Plan carefully!

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Prerequisite Entry Criteria

Candidates wishing to be trained and examined for this qualification must already hold the ITIL
Foundation Certificate in IT Service Management (or V2 Foundation plus Bridge Certificate) which
must be presented as documentary evidence to gain admission.

Eligibility for Examination

To be eligible for the ITIL Intermediate qualifications, candidates shall fulfil the following
requirements:

At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited
Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part
of a formal, approved training course/scheme.
There is no minimum requirement but a basic IT literacy and around 2 to 4 years
professional experience years IT experience are highly desirable.
Hold the ITIL Foundation Certificate in IT Service Management or ITIL V2 Foundation
plus the bridging certificate.
It is recommended that students should complete at least 12 hours of personal study by
reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice
core guidance publications.
Format of the Examination

The exam comprises eight (8) multiple choice, scenario-based, gradient scored questions.

Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth
3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

The duration of the examination is a maximum 90 minutes for all candidates in their respective
language.

Provision for additional time for candidates completing an exam:-
in a language that is not their mother tongue, and
in a country where the language of the exam is not a business language in the country...
... are they have a maximum of 120 minutes to complete the exam and are allowed the use of a
dictionary.

The exam is closed book with no reference to any documentation (dictionary excepted).

The pass score is 28/40 or 70%.
Examination Results

Results are typically received within two weeks of the examination date.
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ITIL Capability Courses

This section of the document outlines the course contents and formats for the four Intermediate
Capability courses.

The courses are given over five days with the examination taking place at the end of the last day.

Please note the relevant lifecycle publications are NOT included in the training pack. (This is because
students are expected to do some self-study before the course and more than one book may be
required for a particular course. Students should have access to the books before the course).

All courses comprise formal lecturing, discussions, exercises and mock examination questions.
The Capability stream comprises four courses which can be viewed as being constructed around IT
jobs, a practical view of ITIL processes from the perspective of

Operational staff

>
Operations Support and Analysis
Access Management, Event Management, Incident
Management, Problem Management, Request
Fulfilment plus operational aspects of processes from
Service Design and Service Transition.

The four Functions, Service Desk, Technical
Management, Application Management and IT
Operations Management (IT Operations Control and
Facilities Management)

Service Designers

>
Planning, Protection and Optimisation
Availability Management, Capacity Management
Demand Management, Information Security
Management, ITSCM

Implementation

>
Release, Control and Validation
Change Management, Evaluation, Knowledge
Management, Release & Deployment Management,
Request Fulfilment, Service Asset and Configuration
Management, Service Validation & Testing

Service Level Managers
>
Service Offerings and Agreements
Demand Management, Financial Management,
Business Relationship Management, Service
Catalogue Management, Service Level Management,
Service Portfolio Management, Supplier
Management

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OSA Operations Support and Analysis
Learning Unit OSA01: Introduction to operational support and analysis
The value to the business of OSA activities
The lifecycle within the OSA context
Optimizing service operation performance.
Learning Unit OSA02: Event management
The event management process inclusive of its design strategy, components, activities and operation
including its organizational structure, as well as any interfaces with other processes
Efficient event management and provision of examples showing how it is used to ensure service
quality within OSA
The benefits and business value that can be gained from event management.

Learning Unit OSA03: Incident management
The incident management process inclusive of its components, activities and operation including its
organizational structure, as well as any interfaces with other processes
The measurement model and the metrics that would be used to support incident management within
OSA practices
The benefits and business value that can be gained from incident management.

Learning Unit OSA04: Request fulfilment
The request fulfilment process inclusive of its components, activities and operation including its
organizational structure, as well as any interfaces with other processes
The measurement model and the metrics that would be used to support incident management within
OSA practices
The benefits and business value that can be gained from request fulfilment as related to OSA.

Learning Unit OSA05: Problem management
The end-to-end process flow for problem management inclusive of problem analysis techniques, error
detection, components, activities and operation including its organizational structure, as well as any
interfaces with other processes
A measurement model and the metrics that would be used to support problem management within
OSA practices
The benefits and business value that can be gained from problem management.

Learning Unit OSA06: Access management
The end-to-end process flow for access management process inclusive of components, activities and
operation including its organizational structure, as well as any interfaces with other processes
A measurement model and the metrics that would be used to support access management within
OSA practices
The benefits and business value that can be gained from access management as related to OSA.
Learning Unit OSA07: The service desk
The complete end-to-end process flow for the service desk function inclusive of design strategy,
components, activities and operation, as well as any interfaces with other processes or lifecycle
phases
The service desk validation components and activities (e.g. service desk role, organizational
structures, challenges, issues safeguards, etc.) and how these test components are used to ensure
service quality within OSA
A measurement model and the metrics that would be used to support the service desk function within
OSA practices.
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Learning Unit OSA08: Functions and Roles
The end-to-end process flow for OSA functions (i.e. technical management, IT operations
management, and applications management) inclusive of design strategy, objectives, components
,activities, roles and operation including its organizational structure, as well as any interfaces with
other processes
The roles within each OSA process and generic roles
The benefits and business value that can be gained from functions as related to OSA.

Learning Unit OSA09: Technology and implementation considerations
Technology requirements for service management tools and where/how they would be used within
OSA for process implementation
What best practices should be used in order to alleviate challenges and risks when implementing
service management technologies.
OSA Learning Objectives

Candidates can expect to gain competence in the following areas upon successful completion of the
education and examination components related to this certification:

The value to the business of OSA activities
How OSA activities support the service lifecycle
Optimizing service operation performance
How the processes in OSA interact with other service lifecycle processes
How to use the OSA processes, activities and functions to achieve operational excellence
How to measure OSA
The importance of IT security and its contributions to OSA
Understanding the technology and implementation considerations surrounding OSA
The challenges, critical success factors (CSFs) and risks associated with OSA
Specific emphasis on the service operation lifecycle processes and roles included in:
o Event management, which defines any detectable or discernible occurrence that has significance for
the management of the IT infrastructure or the delivery of an IT service
o Incident management, which has the capability to bring services back to normal operations as soon as
possible and according to agreed service levels
o Request fulfilment, which fulfils a request providing quick and effective access to standard services
which business staff can use to improve their productivity or the quality of business services and
products
o Problem management, which prevents problems and resulting incidents from happening, eliminating
recurring incidents and minimizing the impact of incidents that cannot be prevented
o Access management, which grants authorized users the right to use a service while preventing access
to non-authorized users.
Operational activities of processes covered in other lifecycle stages such as:

o Change management
o Service asset and configuration management
o Release and deployment management
o Capacity management
o Availability management
o Knowledge management
o Financial management for IT services
o IT service continuity management.
Organizing for service operation which describes roles and functions to be performed within the
service operation and support such as service desk, technical management, IT operations
management and application management.
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SOA Service Offerings and Agreements
Learning Unit SOA01: Introduction to service offerings and agreements (SOA)
The value to the business of SOA activities
The lifecycle within the SOA context
How services deliver value to customers and the business and the relevance to the SOA processes
How requirements are identified through the SOA processes
Understanding return on investment (ROI) and the business case
Learning Unit SOA02: Service portfolio management
Service portfolio management, including concepts, methods, activities, roles and operation as well as
its organizational structure and the interfaces with other processes
Service portfolio management in relationship to the service catalogue and service pipeline and how
these support SOA
Metrics and critical success factors (CSFs) associated with service portfolio management in support of
SOA

Learning Unit SOA03: Service catalogue management
Service catalogue management, including its concepts, activities, roles and operation as well as its
organizational structure and the interfaces with other processes
Service catalogue in relationship to the service portfolio, the business catalogue, the technical service
catalogue and how these components are used to ensure service quality within SOA
Metrics and CSFs associated with service catalogue management in support of SOA
Learning Unit SOA04: Service level management
Service level management (SLM), including its concepts, activities, roles and operation as well as its
organizational structure and any interfaces with other processes
SLM components and activities, including service level agreements (SLAs) structures, service level
requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their
metrics, performance and monitoring
How these components are used to ensure service quality within SOA

Learning Unit SOA05: Demand management
Demand management process, including its concepts, activities, roles and operation as well as its
Demand for services especially in relation to patterns of business activity and how it is used within
SOA
Service portfolio interaction with demand management and how demand can be managed for service
in relation to providing business benefits and in support of SOA
Metrics and CSFs associated with demand management in support of SOA

Learning Unit SOA06: Supplier management
Supplier management process inclusive of its concepts, activities, roles and operation including its
organizational structure as well as any interfaces with other processes
Supplier management components and activities (for example supplier categorization, supplier
evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure
service quality within SOA

Learning Unit SOA07: Financial Management for IT services
Financial management for IT services, including its concepts, activities, roles and operation as well as
its organizational structure and any interfaces with other processes
Financial management for IT services components and activities, including budgeting, accounting and
charging and how these are used to ensure service quality within SOA
Metrics and CSFs associated with financial management for IT services in support of SOA
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Learning Unit SOA08: Business relationship management
Business relationship management, including its concepts, activities, roles and operation as well as its
Metrics and CSFs associated with business relationship management in support of SOA

Learning Unit SOA09: SOA roles and responsibilities
The roles and responsibilities related to all of the SOA processes
Learning Unit SOA10: Technology and implementation considerations
Service management tools and where/how they would be used within SOA for process
implementation
The tools that support SOA
Service Management technologies and designing technology architectures
SOA Learning Objectives

Candidates can expect to gain competencies in the following areas upon successful completion of the

Overview of SOA processes and basic principles
The value to the business of SOA activities
How the SOA processes rely on a good business case
How the SOA processes rely on a good understanding of return on investment (ROI)
Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:
o Service portfolio management, which provides documentation for services and prospective services in
business terms
o Service catalogue management, which is concerned with the production and documentation of the
service catalogue from a business and a technical viewpoint
o Service level management, which sets up a service level agreement (SLA) structure and ensures that all
SLAs have an underpinning support structure in place
o Demand management, which identifies patterns of business activity to enable the appropriate
strategy to be implemented
o Supplier management, which ensures all partners and suppliers are managed in the appropriate way
and includes contract management
o Financial management for IT services, which includes ensuring understanding of the service value and
the management of all financial considerations
o Business relationship management, which ensures the customers requirements are correctly
identified
SOA roles and responsibilities

Technology and implementation considerations
Challenges, critical success factors and risks

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PPO Planning, Protection and Optimisation

Learning Unit PPO01: Introduction to planning, protection and optimization
The value to the business of PPO activities
The lifecycle within the PPO context
The purpose and objective of service design as it relates to PPO
The basic service design principles

Learning Unit PPO02: Capacity management.
The end-to-end process flow for capacity management, including its design strategy, components,
activities, roles and operation, organizational structure and its interfaces with other processes
A measurement model and the metrics that would be used to support capacity management within
PPO practices
The benefits and business value that can be gained from capacity management
Learning Unit PPO03: Availability management
The end-to-end process flow for availability management, including its design strategy, components,
The benefits and business value that can be gained from availability management
A measurement model and the metrics that would be used to support availability management
within PPO practices
Learning Unit PPO04: IT service continuity management (ITSCM)
The end-to-end process flow for ITSCM, including its design strategy, components, activities, roles
and operation, organizational structure and its interfaces with other processes
The four stages of ITSCM (i.e. initiation, requirements and strategy, implementation and on-going
operation) and how each can be used to support PPO
A measurement model and the metrics used to support ITSCM within PPO practices
The benefits and business value that can be gained from ITSCM
Learning Unit PPO05: Information security management
The end-to-end process flow for security management, including its design strategy, components,
activities, roles and operation, its organizational structure and its interfaces with other processes
A measurement model and the metrics that would be used to support security management within
PPO practices
The benefits and business value that can be gained from security management
Learning Unit PPO06: Demand management.
The end-to-end process flow for demand management, including its design strategy, components,
Activity-based demand management as it relates to business and user activity patterns and how
these contribute to core and service packages
The benefits and business value that can be gained from demand management in support of PPO

Learning Unit PPO07: Planning, protection and optimization roles and responsibilities.
The roles and responsibilities related to capacity, availability, ITSCM and information security
management, how they fit and are used within the service design organization to support PPO.
Learning Unit PPO08: Technology and implementation considerations
Service management tools, where and how they can be used within PPO for process implementation
The types of tools that support service design as related to PPO.
service management technologies and designing technology architectures.
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PPO Learning Objectives

Service design in PPO and lifecycle context
Processes across the service lifecycle pertaining to the practice elements within planning, protection
and optimization
Capacity management as a capability to realize successful service design
Availability management as a capability to realize successful service design
IT service continuity management as a capability to support overall business continuity management
Information security management as part of the overall corporate governance framework
Planning, protection and optimization roles and responsibilities
Organizational roles relevant to PPO

And specifically in the following key ITIL process and role areas:-
o Capacity management
o Availability management
o IT service continuity management
o Information security management
o Demand management
Challenges, critical success factors and risks for planning, protection and optimization
.
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RCV Release Control and Validation
Learning Unit RCV01: Introduction to release, control and validation (RCV)
The purpose, objectives and scope of service transition lifecycle phase
The RCV processes in relation to service transition
Activities related to overall transition planning and ongoing support

Learning Unit RCV02: Change management
The end-to-end process flow for change management, including its policies, design strategy,
concepts, activities, and interfaces with other processes
A measurement model and the metrics that would be used to support change management within
RCV practices
The benefits and business value that can be gained from change management and the challenges
and risks to be managed

Learning Unit RCV03: Service asset and configuration management (SACM)
The end-to-end process flow for service asset and configuration management, including its policies,
design strategy, concepts, activities and interfaces with other processes
A measurement model and the metrics that would be used to support service asset and configuration
management within RCV practices
The benefits and business value that can be gained from service asset and configuration
management and the challenges and risks to be managed

Learning Unit RCV04: Service validation and testing (SVT)
The end-to-end process flow for the SVT process, including its policies, concepts, activities and
Test modelling techniques and testing concepts (for example, stakeholder requirements, test
conditions, environments, data) and how these test components are used to ensure service quality
A measurement model and the metrics that would be used to support service validation and testing
within RCV practices
The benefits and business value that can be gained from SVT and the challenges and risks to be
managed

Learning Unit RCV05: Release and deployment management (RDM)
The end-to-end process flow for release and deployment management , including its policies,
concepts, phases, activities and interfaces with other processes
Release and deployment models and related activities (for example, design, planning, build, pilots,
test, transfer, deployment, retirement). and how these activities ensure service quality
A measurement model and the metrics that would be used to support release and deployment
management within RCV practices
The benefits and business value that can be gained from release and deployment management

Learning Unit RCV06: Request fulfilment
The end-to-end process flow for request fulfilment, including its policies, concepts, activities, and
interfaces with other processes (for example, RDM, SACM and change management)
Request fulfilment models and related activities (for example, effectiveness of designs, changes,
performance) and how these activities help to ensure quality service within RCV
A measurement model and the metrics that would be used to support request fulfillment within RCV
practices
The benefits and business value that can be gained from request fulfillment and the challenges and
risks to be managed

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Learning Unit RCV07: Change evaluation
The end-to-end process flow for change evaluation, including its policies, concepts, activities
Perspectives and considerations for evaluating the effectiveness of a service change
A measurement model and the metrics that would be used to support change evaluation within RCV
practices
The benefits and business value that can be gained from change evaluation and the challenges and
risks to be managed

Learning Unit RCV08: Knowledge management (KM)
The end-to-end process flow for knowledge management, including its policies, concepts, activities
and interfaces with other processes (for example CSI processes)
Related concepts (for example, data-information-knowledge-wisdom (DIKW)) and how these
activities help to ensure knowledge transfer and improved decision-making
The benefits and business value that can be gained from knowledge management and the challenges
and risks to be managed

Learning Unit RCV09: Release, control and validation roles and responsibilities
Generic roles that support service transition and the RCV processes
The roles and responsibilities related to transition planning and support, change management,
service asset and configuration management, service validation and testing, release and deployment
management, request fulfilment, change evaluation, and knowledge management. Where and how
these are used, as well as how they fit within the context of service transition.
Learning Unit RCV10: Technology and Implementation Considerations
The technology requirements for service management tools, where and how these would be used
within RCV (for example, knowledge management and service asset and configuration management)
The need and benefits of tools that support service transition as related to RCV
Implementing RCV processes in the context of planning and managing change, service operation,
project management, risk management, and staff considerations.
RVC Learning Objectives


The importance of service management as a practice concept and service transition principles,
purpose and objective
The importance of ITIL release, control and validation while providing service
How all processes in ITIL release, control and validation interact with other service lifecycle processes
What are the processes, activities, methods and functions used in each of the ITIL release, control and
validation processes
How to use the ITIL RCV processes, activities and functions to achieve operational excellence
How to measure ITIL release, control and validation
The importance of IT security and its contributions to ITIL release, control and validation
The technology and implementation considerations surrounding ITIL release, control and validation
Change management as a capability to realize successful service transition
Service validation and testing as a capability to ensure the integrity and the quality of service
transition
Service asset and configuration management as a capability to monitor the state of service transition
Knowledge management as part of enhancing the on-going management decision support and
service delivery capability
Request fulfilment and change evaluation to ensure meeting committed service level performance
Release, control and validation process roles and responsibilities
Challenges, critical success factors and risks associated with ITIL release, control and validation
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ITIL Lifecycle Courses

This section of the document outlines the course contents and formats for the five Intermediate
Lifecycle courses.

The courses are given over three days with the examination taking place at the end of the last day.

Please note the relevant lifecycle publications are NOT included in the training pack. (This is because
students are expected to do some self-study before the course so should have access to the books
before the course).

All courses comprise formal lecturing, discussions, exercises and mock examination questions.
The Lifecycle stream comprises five courses each of which explores one of the core books. The focus
of these courses is more managerial / academic and deals more with why the lifecycle phase is
important rather than the specific details of the processes within the lifecycle phase.

The lifecycle courses are ideal for managers or leaders who need to understand how to manage and
coordinate process and lifecycle phases within the framework of ITIL. The ITIL Service Lifecycle
modules will also benefit those who need to provide justification for investing in IT services.

SM2 offer the five lifecycle courses. We recommend you discuss your learning objectives with us
before deciding to do the lifecycle courses. In many cases the Capability courses meet customers
needs better. There are two exceptions here, the content covered in the Service Strategy and
Continual Service Improvement courses are not covered in any of the capability courses.

The processes described in the lifecycle phases are...

Service Strategy :
Service Strategy process, Service Portfolio Management, Business
Relationship Management, Financial management, Demand
Management

Service Design :
Design Coordination. Availability Management, Capacity
Management, Information Security Management, ITSCM, Service
Level Management, Service Catalogue Management, Supplier
Management

Service Transition :
Transition Planning and Support, Change Management, Change
Evaluation, Knowledge Management, Release & Deployment
Management, Request Fulfilment, Service Asset and Configuration
Management, Service Validation & Testing

Service Operation:
Incident Management, Problem Management, Event management.
Access Management, Request Fulfilment plus the four Functions;
Service Desk,,Technical management, Application Management and
IT Operations Management

CSI
Seven Step Improvement is the only process covered, also covered is
Deming, CSI Approach, other improvement techniques and
Measurement

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Service Strategy
Learning Unit SS01: Introduction to service strategy
The purpose, goals and objectives of service strategy
The scope of service strategy
The value to the business
The context of service strategy in relation to all other lifecycle stages.

Learning Unit SS02: Service strategy principles.
The ability to decide on a service strategy
How to utilize the four Ps of service strategy
How to define services, create value and leverage the combined use of utility and warranty
How to use service economics and sourcing strategies when meeting business outcomes.

Learning Unit SS03: Service strategy processes
The management level concepts for the five service strategy processes and how they flow and
integrate with the lifecycle
The purpose, scope and objectives of each service strategy process and how they link to value for the
business.

Learning Unit SS04: Governance.
The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks,
bodies.

Learning Unit SS05: Organizing for service strategy.
The ability to create an organizational design using the relevant development and departmental
methods.

Learning Unit SS06: Technology considerations.
Understand the relevance and opportunities for service automation and the importance and
application of technology interfaces across the lifecycle.
Learning Unit SS07: Implementing service strategy.
Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation
and improvement, programmes).

Learning Unit SS08: Challenges, critical success factors and risks
The ability to provide insight and guidance for strategic challenges, risks and critical success factors.
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Service Strategy Learning Objectives

This qualification provides a complete overview of service strategy including all its related activities:
how to design, develop, and implement service management not only as an organizational capability
but also as a strategic asset.

Candidates can expect to gain competencies in the following upon successful completion of the
Introduction to service strategy
Service strategy principles
Service strategy processes
Governance
Organizing for service strategy
Technology considerations
Implementing service strategy
Challenges, critical success factors and risks.
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Service Design
Learning Unit SD01: Introduction to service design.
The purpose, goals and objectives of service design
The scope of service design
The business value of service design activities
The context of service design in the ITIL service lifecycle
Service design inputs and outputs and the contents and use of the service design package and service
acceptance criteria

Learning Unit SD02: Service design principles.
Design service solutions related to a customers needs
Design and utilize the service portfolio to enhance business value
The measurement systems and metrics
Service design models to accommodate different service solutions

Learning Unit SD03: Service design processes.
The interaction of service design processes
The flow of service design as it relates to the business and customer
The five design aspects and how they are incorporated into the service design process

Learning Unit SD04: Service design technology-related activities
Requirements engineering in the design process and utilizing the three types of requirements as
identified for any system; functional, management/operations and usability
The design of technical architectures for data and information management, and application
management

Learning Unit SD05: Organizing for service design
How to design, implement and populate a RACI diagram for any process that is within the scope of IT
service management
The service design roles and responsibilities, where and how they are used and how a service design
organization would be structured to use these roles
Learning Unit SD06: Technology considerations
Service design related service management tools, where and how they would be used
The benefits and types of tools that support service design
Learning Unit SD07: Implementation and improvement of service design
The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are
applied
How business impact analysis, service level requirements and risk assessment can affect service
design solutions
Learning Unit SD08: Challenges, critical success factors and risks
Be able to provide insight and guidance for design challenges, risks and critical success factors
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Service Design Learning Objectives
This qualification provides a complete management-level overview of service design, including all its
related activities.

Introduction to service design
Service design principles
Service design processes
Service design technology-related activities
Organizing for service design
Implementation and improvement of service design
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Service Transition
Learning Unit ST01: Introduction to service transition.
The purpose and objectives of service transition
The scope of service transition and ways that service transition adds value to the business
The context of service transition in relation to all other lifecycle stages

Learning Unit ST02: Service transition principles
Service transition policies, principles and best practices for service transition
How to use metrics to ensure the quality of a new or changed service and the effectiveness and
efficiency of service transition
The inputs to and outputs from service transition as it interfaces with the other service lifecycle
phases

Learning Unit ST03: Service transition processes.
A management perspective of the purpose and value of the service transition processes, how they
integrate within service transition and how they interface with other lifecycle phases

Learning Unit ST04: Managing people through service transitions.
How to address and manage the communication and commitment aspects of service transition
How to manage organizational and stakeholder change
How to develop a stakeholder management strategy, map and analyse stakeholders and monitor
changes in stakeholder commitment

Learning Unit ST05: Organizing for service transition
How the technical and application management functions interface with service transition
The interfaces that exist between service transition and other organizational units (including
programmes, projects, service design and suppliers) and the handover points required to ensure
delivery of new or change services within the agreed schedule
Service transition roles and responsibilities, where and how they are used, as well as examples of how
small or larger service transition organizations would be structured to use these roles
Why service transition needs service design and service operation, what it uses from them and how

Learning Unit ST06: Technology Considerations
Technology requirements that support the service transition stage and its integration into the service
lifecycle
Types of knowledge management, service asset and configuration management and workflow tools
that can be used to support service transition
Learning Unit ST07: Implementing and improving service transition.
The key activities for introducing an integrated service transition approach into an organization
The design, creation, implementation and use of service transition in a virtual or cloud environment

Learning Unit ST08: Challenges, critical success factors and risks.
Be able to provide insight and guidance for service transition challenges, risks and critical success
factors
2012 KEY TO YOU
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Service Transition Learning Objectives

This qualification provides a complete management-level overview of service transition, including all
its related activities.

education and examination components relating to this certification:

Introduction to service transition
Service transition principles
Service transition processes
Managing people through service transitions
Organizing for service transition
Implementing and improving service transition
.
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Service Operation
Learning Unit SO01: Introduction to service operation
The purpose, objectives and scope of service operation
The value to the business
The context of service operation in the ITIL service lifecycle
The fundamental aspects of service operation and the ability to define them
.
Learning Unit SO02: Service operation principles.
How an understanding of the basic conflict between maintaining the status quo and adapting to
changes in business needs can lead to better service operation
Other service operation principles including: involvement in other lifecycle stages; understanding
operational health; the need for good documentation and communication including a communication
strategy
Service operation inputs and outputs.
Learning Unit SO03: Service operation processes.
The use, interaction and value of each of the service operation processes: event management,
incident management, request fulfilment, problem management, and access management.

Learning Unit SO04: Common service operation activities.
How the common activities of service operation are co-ordinated for the ongoing management of the
technology that is used to deliver and support the services
How monitoring, reporting and control of the services contributes to the ongoing management of the
services and the technology that is used to deliver and support the services
How the operational activities of processes covered in other lifecycle stages contribute to service
operation
How IT operations staff should look for opportunities to improve the operational activities.

Learning Unit SO05: Organizing for service operation
The role, objectives and activities of each of the four functions of service operation: service desk,
technical management, IT operations management, and application management
Service operation roles and responsibilities, where and how they are used as well as how a service
operation organization would be structured to use these roles.

Learning Unit SO06: Technology considerations.
The generic requirements of technologies that support service management across all lifecycle stages
The specific technology required to support the service operation processes and functions.

Learning Unit SO07: Implementation of service operation
Specific issues relevant to implementing service operation including: managing change in service
operation; assessing and managing risk in service operation; operations staff involvement in service
design and service transition
Planning and implementing service management technologies within a company.

Learning Unit SO08: Challenges, critical success factors and risks
The challenges (e.g. engagement with staff outside service operation, justifying funding), critical
success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service)
related to service operation.
2012 KEY TO YOU
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Service Operation Learning Objectives

This qualification provides a complete management-level overview of service operation including all
its related activities.

Introduction to service operation
Service operation principles
Service operation processes
Common service operation activities
Organizing for service operation: functions
Implementation of service operation
.
2012 KEY TO YOU
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Continual Service Improvement
Learning Unit CSI01: Introduction to continual service improvement.
The purpose, objectives and scope of CSI
The value to the business of adopting and implementing CSI
The context of CSI in the ITIL service lifecycle
The approach to CSI, including key interfaces and inputs and outputs

Learning Unit CSI02: Continual service improvement principles
How the success of CSI depends on understanding change in the organization and having clear
accountability
How service level management and knowledge management influence and support CSI
How the complete Deming Cycle works, and how it can be applied to a real world example
How CSI can make effective use of the various aspects of service measurement
What situations require the use of frameworks and models, and examples of how each type can be
used to achieve improvements

Learning Unit CSI03: Continual service improvement process
What the seven-step improvement process is, how each step can be applied and the benefits
produced
How CSI integrates with the other stages in the ITIL service lifecycle
How other processes play key roles in the seven-step improvement process

Learning Unit CSI04: Continual service improvement methods and techniques
When to use assessments, what to assess and how a gap analysis can provide insight into the areas
that have room for improvement
How to use benchmarking, service measurement, metrics, service reporting, including balanced
scorecard and SWOT, to support CSI
How to create a return on investment, establish a business case and measure the benefits achieved
How techniques within availability management, capacity management, IT service continuity
management and problem management can be used by CSI
Learning Unit CSI05: Organizing for continual service improvement
The role of the CSI manager, and the roles of service owner, process owner, process manager and
process practitioner in the context of CSI and how they can be positioned within an organization
How to design, implement and populate a RACI (responsible, accountable, consulted, informed)
diagram as well as how to use it to support CSI
Learning Unit CSI06: Technology considerations.
The technology and tools required and how these would be implemented and managed to support
CSI activities such as performance, project and portfolio management, as well as service
measurement and business intelligence reporting

Learning Unit CSI07: Implementing continual service improvement
CSI implementation: strategy, planning, governance, communication, project management,
operation, as well as how to deal with cultural and organizational change

Learning Unit CSI08: Challenges, critical success factors and risks
The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and
the details behind how each challenge can be addressed
The critical success factors related to CSI as well as how to measure and monitor them

2012 KEY TO YOU
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Continual Service Improvement Learning Objectives
This qualification presents a complete overview of CSI including all its related activities: to continually
align and realign IT services to changing business needs by identifying and implementing
improvements to IT services that support business processes. This qualification reviews improvement
activities as they support the lifecycle approach through service strategy, service design, service
transition and service operation.

Introduction to CSI
CSI principles
CSI process
CSI methods and techniques
Organizing for CSI
Implementing CSI
Challenges, critical success factors and risks

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ITIL MANAGING ACROSS the LIFECYCLE

YOU MUST HAVE AT LEAST 17 CREDITS TO BE ELIGIBLE TO ATTEND THIS COURSE AND TO TAKE THE
EXAMINATION.

This course presents the end-to-end view of Management and utilizes all the lifecycle and capability
activities related to IT Service Management, Business and Managerial Issues, Managing the Planning
and Implementation of IT Service Management, Management of Strategic Change, Risk
Management, Managerial Functions, Organizational Challenges, Project Assessment and
Complementary Industry Guidance.
Prerequisite Entry Criteria

Candidates must hold the ITIL Foundation Certificate in IT Service Management and have obtained a
further 15 credits from a balanced selection of ITIL Service Lifecycle or Service Capability
qualifications. Documentary evidence must be presented to be eligible for this certification level.

Eligibility for Examination

To be eligible for the ITIL Qualification: Managing Across the Lifecycle examination, candidates must
have fulfilled the following requirements:

At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited
Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part
of a formal, approved training course/scheme
Hold the ITIL Foundation Certificate in IT Service Management
Have obtained a minimum of 15 credits through formal Service Lifecycle Stream or
Service Capability scheme qualifications.
It is also recommended that candidates complete at least 28 hours of personal study by
reviewing the syllabus and the core Lifecycle publications in preparation for the
examination
Format of the Examination

The exam comprises ten (10) multiple choice questions, all based on a single scenario with gradient
scoring. Each question has 4 possible answer options, one is worth 5 marks, one is worth 3 marks,
one is worth 1 mark, and one which is a distracter and achieves no marks.

The duration of the examination is a maximum 120 minutes for all candidates in their respective
language. Provisions for additional time for candidates completing an exam:-

in a language that is not their mother tongue, and
in a country where the language of the exam is not a business language in the country,

They have a maximum of 150 minutes to complete the exam and are allowed the use of a dictionary.

The exam is closed book with no reference to any documentation (dictionary excepted)

The pass score is 28/40 or 70%.
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MALC - Managing Across the Lifecycle
.
Learning unit MALC01: Key concepts of the service lifecycle
Managing services and service management

The service lifecycle
Service value across the different stages of the service lifecycle
Other key concepts.
Learning unit MALC02: Communication and stakeholder management
Co-ordination of business relationship management across the service lifecycle, and the role
of business relationship management in communication
Stakeholder management and communication
The value of good communication and ensuring its flow across the service lifecycle.
Learning unit MALC03: Integrating service management processes across the service lifecycle
The integration of service management processes through the service lifecycle

The impact of service strategy on other service lifecycle stages
The value of a service lifecycle perspective when designing service solutions
The inputs and outputs of processes and stages in the service lifecycle
The value to business and the interfaces of all processes in the ITIL service lifecycle.
Learning unit MALC04: Managing services across the service lifecycle
Identification and assessment of customer and stakeholder needs and requirements across
all service lifecycle stages, and ensuring appropriate priority is given to them
How the service design package provides a link between service design, service transition
and service operation
Managing cross-lifecycle processes to ensure appropriate impact and involvement at all
required service lifecycle stages
Implementing and improving services, using key sources of information for identifying the
need for improvement
The challenges, critical success factors and risks of the service lifecycle stages, and potential
conflicts and competing issues across the service lifecycle.
Learning unit MALC05: Governance and organization
Governance
Organizational structure, skills and competence
Service provider types and service strategies.

Learning unit MALC06: Measurement
Measuring and demonstrating business value

Determining and using metrics
Design and development of measurement frameworks and methods
Monitoring and control systems
Use of event management tools to increase visibility of the infrastructure and IT service
delivery.
Learning unit MALC07: Implementing and improving service management capability
Implementing service management

Assessing service management
Improving service management
Key considerations for the implementation and improvement of both the service
management practice and the services themselves
Key considerations when planning and implementing service management technologies.
2012 KEY TO YOU
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MALC Learning Objectives

Upon successful completion of the education and examination components related to this
qualification, candidates can expect to gain competencies in the following:
Key concepts of the service lifecycle
Communication and stakeholder management
Integrating service management processes across the service lifecycle
Managing services across the service lifecycle
Governance and organization
Measurement
Implementing and improving service management capability.

CONTACT DETAILS
This document is based on information taken from the official syllabi published by APMG, the official
ITIL accreditor.

All courses offered by KEY to YOU are accredited by the ISEB, part of the British Computer Society.

KEY to YOU
Avenue des Tritons 59
B1170 Brussels
BELGIUM

Tel +32 (0) 26 63 20 20
steve.mann@keytoyou.be

2012 KEY TO YOU
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A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

The ITIL Qualification Scheme

Managing across the lifecycle

OSA PPO RCV SOA

ITIL Foundation Certificate in IT Service Management

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

Prerequisite Entry Criteria

Format of the Examination

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

ITIL Capability Courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

OSA Learning Objectives

Operational activities of processes covered in other lifecycle stages such as:

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

SOA Learning Objectives

SOA roles and responsibilities

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

RVC Learning Objectives

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

ITIL Lifecycle Courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

2012 KEY TO YOU

A guide to ITIL Intermediate Level courses

ITIL MANAGING ACROSS the LIFECYCLE

Prerequisite Entry Criteria