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.
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- ITIL 3/2011 Capstone Managing Across the Lifecycle (MALC)
ITIL® 3/2011 Capstone Managing Across the Lifecycle (MALC)
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
- BRM Across the Lifecycle
- Stakeholder Communications and Commitments
- Service Models and Service Definitions
- Communication Strategy and Planning
- 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
Measurement
- 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
- 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
Prerequisites
Candidates for this class must already hold the ITIL Foundation Certificate plus have obtained a further 15 credits from the ITIL Service Lifecycle track, the ITIL Service Capability track or a balanced selection from both ITIL Service Lifecycle and Service Capability qualifications. Documentary evidence of this must be presented to gain admission to this certification level.Exam Options
The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through Peoplecert. Student must pass a 90-minute, eight-question, closed book, multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.Reference Material
The course includes a detailed workbook and a case study to assess ITIL processes, services, risks, and metrics across the lifecycle.Training Delivery Options
Our classroom program includes 30 hours of instructor led presentations, a student workbook plus membership in our support community - My ITSM Mentoring Community™.
Please contact Deep Creek Center for information.
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It is only a solution if it produces the desired results.
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