• Home
  • ITIL 3/2011 Capstone Managing Across the Lifecycle (MALC)
The purpose of the Managing Across the Lifecycle (MALC) course is to help ITIL Expert candidates learn about how to create integrated ITSM strategies, plans, and practices. Although most of the Intermediate classes focus on a particular lifecycle area, an overarching enterprise ITSM program has to coordinate and consolidate activities across the lifecycle, including a holistic approach to risk, metrics and reporting, process interfaces, service delivery, knowledge transfer, role definition and alignment, tooling, and capability requirements. MALC will teach you to “put it all together” into a coherent way to “do” ITSM.

What You Will Accomplish

Candidates will gain competencies in the following areas upon successful completion of the reading (the 5 books of the ITIL Library), training and examination components related to this certification.
  • Introduction to IT Service Management Business & Managerial Issues
  • Managing the Planning and Implementation of IT Service Management
  • Management of Strategic Change
  • Risk Management
  • Managerial Functions
  • Understanding Organizational Challenges
  • Lifecycle Project Assessment
  • Understanding Complementary Industry Guidance

Who Should Attend

In order to attend the MALC course, students are required to have attained 17 ITIL credits from a balanced mix of the ITIL intermediate courses. Validation of your 17 credits is required prior to course entrance.
Please contact Deep Creek Center for information on scheduling a course.
Course Length
5 days
Credits Earned
38 PDU credits
5 ITIL credits

Course Outline

Intro to MALC
  • The Practice of Service Management
  • Service Value across the Lifecycle
  • Classification of Services
  • Organization
  • Functions, Processes, and Roles
Stakeholder Management and Communications
  • BRM Across the Lifecycle
  • Stakeholder Communications and Commitments
  • Service Models and Service Definitions
  • Communication Strategy and Planning
Process Integration
  • Global ITSM Domain Map
  • Service Provider Capability Models
  • Strategy Across the Lifecycle
  • Lifecycle Perspective of Design
  • Lifecycle I/O
  • Strategy Processes, Value, and Relationships
  • Design Processes, Value, and Relationships
  • Transition Processes, Value, and Relationships
  • Operation Processes, Value, and Relationships
  • CSI Processes, Value, and Relationships
Managing Services Across the Lifecycle
  • Stakeholder Needs
  • Managing Cross-Lifecycle Processes
  • Knowledge Flow
  • Logical Staff Mobility
  • Operational Engagement early and throughout the Lifecycle
  • Implementing and Improving Services
  • Service Reviews
  • Customer Satisfaction
  • Trends and Priority Changes
  • SWOT Analysis
  • Market Spaces
  • Challenges, CSFs, and Risks
  • Evaluate, Direct, and Monitor
  • Setting Strategies, Policies, and Plans
  • Governance vs. Management
  • ISO/IEC 38500, COBIT 5
  • IT Steering Committee
  • Sourcing Governance
  • Management Systems
  • Organizational Structures, Development, and Departmentalization
  • Logical Organization and the Service Lifecycle
  • Service Provider Types and Sourcing Strategies
  • Measuring Business Value
  • Service Measurement Objectives and Frameworks
  • SMART targets
  • Process Measurements and Measurement Levels
  • Scorecards and Reports
  • CSFs and KPIs
  • Using Metrics: Validate, Direct, Justify, Intervene
  • Developing Service Measurement Frameworks
  • Monitoring and Control Loops
  • Continuous or Exception-based Monitoring
Implement and Improve
  • Implementation Approach: Using the CSI Model
  • Developing your Service Strategy: CSI Style
  • Implementing the Service Lifecycle using the Service Lifecycle
  • Assessing your Service Management Practices
  • Service Gap Model
  • ISO/IEC 20000
  • Other Frameworks, Models, and Quality Systems
  • When and What to Assess
  • Value vs Maturity
  • Benchmarking
  • Improvement Using CSI
  • Service Economics
  • ROI, Business Cases, and Organizational Change
  • Kotter Model
  • Planning Technology Supports

Please contact Deep Creek Center for information.
It is only a solution if it produces the desired results.
ITIL® is a registered trademark of Axelos Ltd.