ITIL® Managing Across the Lifecycle (MALC)

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Overview

While implementing individual processes may net some immediate gain, it is the integration of all of the service lifecycle stages that delivers true value. Based on all five publications of the ITIL core library, ITSM Academy's class focuses on the planning, implementation and optimization of a cohesive, well-managed and sustainable Service Management program. Topics include business, management and supervisory objectives, purpose, processes, functions and activities, and on the interfaces and interactions between the processes covered in the Service Lifecycle. Course culminates with the MALC certification examination. Successful candidates will receive the designation of ITIL Expert.

Embedded into the five (5) day Managing Across the Lifecycle (MALC) course is our unique virtualization, Living the Lifecycle®. This virtualization brings concepts and processes to life. Within a virtual business environment, as a group, we introduce a service and then follow it from strategic decision through implementation.

This virtualization successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL concepts
  • Apply concepts to a "neutral" real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Intended Audience

  • 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

At Completion

Upon successful completion of this course, students will be able to:

  • Introduction to IT Service Management Business and Managerial Issues
  • Managing the Planning and Implementation of IT Service Management
  • Management of Strategic Change
  • Risk Management
  • Understanding Organizational Challenges
  • Service Assessment
  • Understanding Complementary Industry Guidance

Prerequisites

  • ​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

Exams & Certifications

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.

Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Qualification: Managing Across the Lifecycle Certificate and ITIL Expert™ Designation.


Materials


Course Outline

Course Introduction

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

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Accredited course material is property of ITSM Academy

 

 

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