ITIL Managing Across the Lifecycle

Duration: 
5 days
Codes: 
ITIL,ITILMALC
Versions: 
NULL

Overview

This advanced 5 day course is often called the capstone course; it is the final requirement for achieving the ITIL Expert certification.

The course concentrates on the management of IT services right across the ITSM lifecycle and provides participants with the knowledge and capabilities required for implementing Service Management according to ITIL and then managing and improving on an on-going basis.

A copy of the official Passing Your ITIL Managing Across the Lifecycle Exam Publication is also included as part of the training package.

Examination

This course concludes with a 120 minute examination, consisting of ten (10) multiple choice, gradient-scored questions based upon a single case study, issued during the course, with additional short scenarios to provide additional context for each question. Each question will have four possible answer options: one is worth 5 marks, one is worth 3 marks, one is worth 1 mark and one is a distractor and achieves no marks. Students must achieve a score of 28 out of 40 (or 70%) in order to have passed this examination.

Successful candidates will be awarded 5 credits towards the ITIL Expert certification.

Successfully attaining the ITIL Intermediate Certificate for Managing Across the Lifecycle (MALC) is the final requirement for being awarded the ITIL Expert certification.

Industry Association Recognition

Project Management Institute (PMI)

  • Contact Hours: 35 hours
  • Professional Development Units (PDUs): 35 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points

It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you've learned, to be well prepared for the exam . Information will be made available to you prior to the course to help you prepare for it as part of this personal study.

Audience

  • individuals who require a business and management level understanding of the ITIL core Lifecycle
  • individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is the final mandatory module
  • individuals progressing towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite
  • Please be aware, this course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification

Skills Gained

  • Prepare for and take the ITIL Managing Across the Lifecycle (MALC) Certification Exam
  • Apply governance and organizational structure to the management and delivery of IT services
  • Implement effective communication and stakeholder management
  • Integrate service management processes and manage services across the service lifecycle
  • Measure, implement and improve the service management capability

Prerequisites

Important Course Information Important Course Information Requirements: Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL Foundation Certification)
  • Must have 17 credits from the other ITIL qualifications, including intermediate, capability, and some earlier qualifications

Must hold the ITIL Foundation Certificate (see Course 1197 Course 1197 , Achieving ITIL Foundation Certification)

Must have 17 credits from the other ITIL qualifications, including intermediate, capability, and some earlier qualifications Course Preparation: Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide Suite of books
  • The Pre-Course Study Guide contains the ITIL Managing Across the Lifecycle (MALC) Certificate Case Study and the ITIL MALC Syllabus, both of which you should read as part of the 28 hours of personal study before attending the course
  • You should acquire and review the five ITIL core publications, as well as the materials from your ITIL Foundation and Intermediate courses
  • To prepare you for the exam, homework and study assignments will be provided each night of the course

To prepare you for the exam, homework and study assignments will be provided each night of the course Exam Information: Exam Information:

  • The ITIL MALC exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • This course is the final module of the Service Lifecycle and/or Service Capability modules, and leads to the ITIL Expert Qualification in IT Service Management
All-Inclusive

— ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • ITIL course attendees that would like to retake their ITIL exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • Key Concepts of the Service Lifecycle

Reviewing the strategic and managerial aspects of the service lifecycle

  • Designing, deploying and operating services end-to-end
  • Sharing knowledge across the lifecycle
  • Risk assessment and risk management

Service value across the lifecycle stages

  • Realising business value in service operation
  • Supporting the service lifecycle with service measurements
  • Governance and Organisation

Impacting service management with governance

  • The role of IT strategy in setting direction and policy
  • Ensuring appropriate governance

Organisational structure, skills and competence

  • Addressing the challenges of organisational development
  • Service provider types and service strategies
  • Implementing and Improving Service Management Capability

Service management capability

  • Identifying external and internal drivers
  • A service lifecycle approach to service strategy

Assessing service management

  • Performing evaluations for the service provision
  • Benchmarking to identify improvements

Enabling effective improvement

  • Applying improvement initiatives and the Deming Cycle
  • Key considerations for improvement
  • Communication and Stakeholder Management

Coordinating with the business and suppliers

  • Business relationship management
  • Stakeholder management

Ensuring effective communication

  • Service models for value creation
  • Communicating during the stages of the service lifecycle
  • Integrating Service Management Processes Across the Lifecycle

The impact of service strategy on lifecycle stages

  • Strategy management for IT services

Analysing service design

  • Coordinating design
  • Service catalogue management
  • Availability management
  • Capacity management

Organising for service transition

  • Transition planning and support
  • Change management and evaluation

Planning service operation

  • Event and incident management
  • Request fulfillment

Implementing continual service improvement

  • Designing service solutions
  • The seven-step improvement process
  • Managing Services Across the Service Lifecycle

Capturing customer and stakeholder needs

  • Identifying needs and requirements
  • Ensuring appropriate priority

Managing cross-lifecycle processes

  • Connecting service design, transition and operation with the Service Design Package (SDP)
  • Involving service transition in the early stages
  • Business users and stakeholders in service rehearsals

Balancing potential conflicts and competing issues

  • Implementing and improving services
  • Service Level Management (SLM)
  • Customer satisfaction surveys
  • Reviewing business trends and changed priorities
  • Challenges, critical success factors and risks
  • Measurement

Types of measurements

  • Determining and using metrics
  • Metrics to validate, justify and direct

Designing measurement frameworks

  • Developing measurement methods and metrics
  • Monitoring and control systems

Exam

The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. The pass mark is 70%.

ITIL is a registered trade mark of the Cabinet Office. IT Infrastructure Library is a registered trade mark of the Cabinet Office.

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

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Course Location Days Cost Date
Onsite
Onsite5 2500 £2500 2019-05-20