ITIL® Expert Practice Exam
The ITIL® Expert certification is an advanced-level qualification
within the ITIL framework that demonstrates an individual’s
comprehensive understanding of IT Service Management (ITSM) principles
and practices. The certification assess your knowledge of the ITIL core concepts and their application in various service delivery scenarios. The certification validates your expertise in ITIL.
Why is ITIL® Expert important?
- Validates advanced knowledge and understanding of ITIL practices and principles.
- Enhances career prospects and opportunities in IT service management roles.
- Supports organizations in implementing best practices for improved service delivery.
- Facilitates the alignment of IT services with business goals and objectives.
- Provides a foundation for further professional development in ITSM frameworks.
- Equips professionals with skills to drive change and improve processes in IT operations.
Who should take the ITIL® Expert Exam?
- IT Service Manager
- IT Operations Manager
- IT Project Manager
- Service Delivery Manager
- Change Manager
- IT Consultant
- Process Owner
- Service Improvement Manager
- Head of IT Service Management
- IT Governance Manager
Skills Evaluated
Candidates taking the certification exam on the ITIL® Expert is evaluated for the following skills:
- In-depth knowledge of ITIL concepts and principles.
- Ability to apply ITIL practices to real-world scenarios.
- Skills in service design, transition, operation, and continual service improvement.
- Understanding of the relationship between ITIL and other frameworks (e.g., Agile, DevOps).
- Capacity to analyze service management challenges and recommend solutions.
- Competence in leading IT service management initiatives and managing teams.
ITIL® Expert Certification Course Outline
The ITIL® Expert Certification covers the following topics -
Section 1. 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.
Section 2. MALCO2: 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.
Section 3. MALCO3: 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.
Section 4. 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
Section 5. MALCO5: Governance and organization
- Governance
- Organizational structure, skills and competence
- Service provider types and service strategies.
Section 6. 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.
Section 7. 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.