WHOM IS IT APPLICABLE
The ITIL® Expert level certification is aimed at professionals who are interested in demonstrating knowledge of the ITIL Scheme in its entirety and have achieved a well- rounded, superior knowledge and skills-base in ITIL Best Practices.
WHAT YOU WILL LEARN
Candidates can expect to gain knowledge and competencies in the following areas upon successful completion of the education and examination related to this certification:
- Introduction to IT Service Management (ITSM) Business and Managerial Issues
- Positioning and transitioning the Lifecycle. Using open-loop and closed-loop systems, the relationship between Business and IT, and how to achieve business value
- Management of Strategic Change
- Determining critical success components, benefits, value, and costs dynamics. Planning the alignment, scope, resources, capabilities, communication, quality, knowledge transfer, business relationship management and retiring of services
- Risk Management
- Identification, evaluation, analysis, correction and control of internal and external risks
- Understanding Organizational Challenges
- Managing the Planning and Implementation of ITSMActivities during Plan, Do, Check, Act, strategy aspects, the 4P’s of Strategy Identify the considerations for policies, strategy, design, and transition Activities such as guiding, leading, monitoring, controlling, evaluating and communicating
- Organizational maturity, structure, transition, governance, and achieving balance in Service Operations
- Knowledge management and security of information
- Service Assessment
- Service measuring and reporting, monitoring, benchmarking and assessing achievements
- Corrective action and Improvements from a Business Perspective
- Understanding Complementary Industry Guidance
- Understand the value of and distinguish between the complementary practices and how they support ITIL initiatives
Module 1: Key concepts of the service lifecycle
Module 2: Communication and stakeholder management
Module 3: Integrating service management processes across the service lifecycle
Module 4: Managing services across the service lifecycle
Module 5: Governance and organization
Module 6: Measurement
Module 7: Implementing and improving service management capability
Candidates wishing to be trained and examined for this qualification must already have acquired two (2) credits from the ITIL Foundation certificate and, as a minimum, have obtained a further 15 credits from ITIL Intermediate qualifications, for a total of at least 17 credits.
Your certificates must be presented as documentary evidence to gain admission to this course.
To be eligible for the MALC exam, candidates must also have fulfilled 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.
Delivery: Online and Paper-based
Questions: 10 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.
Passing Score: 70% (35 out of 50)
Duration: 120 Minutes