ITIL V3 Managing Across the Lifecycle Certification (MALC)

Summary

This course brings together the full meaning of a Lifecycle approach to Service Management. The focus is on the strategy, planning, and measuring ITIL practices. Understanding and interacting with the lifecycle phase/process/function interactions and interdependencies are crucial to the successful completion of MALC. It is also expected the candidate can apply the high-level concepts of project management and application design, though these concepts are not directly taught during this course.

It is highly recommended that students have and study the five core Lifecycle books.

Prerequisites

Candidates must have the following:

• Two (2) credits from the ITIL Foundation certificate V3 or higher (or V2 and the Bridge certifications)
• 15 credits from ITIL Intermediate qualifications

Duration

11 Hours/eLearning

Audience

This course is designed for students learn the full meaning of a Lifecycle approach to Service Management. The focus is on the strategy, planning, and measuring ITIL practices.

Topics

• ITIL2011: Managing Across the Lifecycle - Course Introduction
• Service Management and Value
• Service Management Components and Roles
• Key Risk and Knowledge Concepts
• Exercise: MALC Case Study Analysis
• Implement, Assess, Improve Service Management
• Assessment Frameworks
• 7-Step Improvement Process
• Justifying Improvements Financially
• Managing Organizational Change
• Exercise: Develop Assessment Criteria
• Exercise Review: MALC Sample Exam Questions
• Measurements: Metrics
• Measurements: Monitor, Control & Report
• Exercise: Applying Assessment Criteria
• Integration: Strategic Benefits
• Integration: Lifecycle and Phase Inputs & Outputs
• Integration: Value to the Business Part 1
• Integration: Value to the Business Part 2
• Integration: Process Interfaces
• Exercise: Internet Banking Risks
• Exercise Review: MALC Sample Exam Questions
• Managing Services: Requirements & Cross-Lifecycle Support
• Managing Services: Challenges, Risks, CSFs Part 1
• Managing Services: Challenges, Risks, CSFs Part 2
• Exercise: Where’s the value?
• Sample Paper 1: Question 3
• What is governance? How is it defined? ISO/IEC 38500
• Organizational Structures
• Organizing Service Management
• Exercise: “We’ve been outsourced!”
• Stakeholder Management
• Communication
• Exercise: Communicating Change
• Exercise Review: MALC Sample Exam Questions