ITIL Managing Across the Lifecycle

ITIL EXPERT – Managing Across the Lifecycle

About Course:

ITIL® Expert – Managing Across the Lifecycle is a 4 day instructor led course from Learnings24x7 designed to ensure that you clear the certification exam in the very first attempt. 

The intent of the Managing across the Lifecycle (MALC) qualification is to give candidates the skills to support an organization’s service delivery by bridging the service lifecycle stages. The qualification demonstrates that candidates have learned the value of one combined service management practice as opposed to separate subject areas. ITIL processes and practices, as learnt from the lifecycle and capability streams of the intermediate certificates, are put into a context of delivering this value.

The ITIL® Expert level qualification is aimed at those who are interested in demonstrating knowledge of the ITIL Scheme in its entirety. The certificate is awarded to candidates who have achieved a range of ITIL qualifications and have achieved a well rounded, superior knowledge and skills base in ITIL Best Practices. 

Target Audience:

The qualification prepares candidates to work in established service management roles, as well as to implement and improve service management practices. 

The target group for the MALC qualification includes, but is not limited to:

• Chief information officers

• Senior IT managers

• IT managers

• Supervisors

• IT professionals

• IT operations practitioners

• IT development practitioners

• Individuals who require a business and management level understanding of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization

• Individuals seeking the ITIL Expert in IT Service Management certificate, for which this

• qualification is the final mandatory module

• Individuals seeking progress towards the ITIL Master in IT Service Management, for which the

• ITIL Expert in IT Service Management certificate is a prerequisite.

Prerequisites:

• Candidates wishing to be trained and examined for this qualification must already have two (2) credits from the ITIL Foundation certificate

• Have obtained a further 15 credits to a total of at least 17 credits

• 15 credits can be obtained from ITIL Intermediate qualifications

• Some credits from earlier ITIL qualifications and complementary qualifications can also count towards 15 credits.

• Holders of ITIL Expert Certificate in IT Service Management are also eligible. 

• Documentary evidence of all credits must be presented by candidates for the MALC qualification.

• A minimum 30 hours of instruction with an Accredited Training Organization

Course Syllabus:

  • MALC – Key concepts of the service lifecycle
    • Managing services and service management
    • The service lifecycle: 
    • The five stages of the service lifecycle and how they interact with each other 
    • Considering services from end-to-end: justification, design, measuring, testing, deploying, operating and looking for ways to improve
    • Service value across the different stages of the service lifecycle
    • How service strategy elements dictate what constitutes value, and how value is defined and measured
    • Realizing business value in service operation
    • Testing and demonstrating the service value in service transition
    • Monitoring service measurements and using them to support all stages of the service lifecycle
    • Other key concepts
    • Core, enabling and enhancing services
    • Organizing for service management and use if RACI model to define and clarify roles and responsibilities between processes and service lifecycle stages
    • Risk assessment and risk management
    • Sharing knowledge across the service lifecycle, and the use of knowledge management
  • Communication and Stakeholder Management
    • Co-ordination of business relationship management across the service lifecycle and the role of BRM in communication
    • Stakeholder management and communication
    • The value of good communication and ensuring its flow across the service lifecycle
    • Integrating service management processes across the service lifecycle
    • The integration of service management through the service lifecycle
    • The impact of service strategy on other service lifecycle stages
    • The value of a service lifecycle perspective when designing service solutions
    • The inputs and outputs of processes and stages in the service lifecycle
    • The value to business and the interfaces of all processes in the ITIL Service Strategy core publication:
    • Strategy management for IT services
    • Service portfolio management 
    • Financial management for IT services 
    • Demand management 
    • Business relationship management
    • The value to business and the interfaces of all processes in the ITIL Service Design core publication:
    • Design co-ordination 
    • Service catalogue management 
    • Service level management 
    • Availability management 
    • Capacity management 
    • IT service continuity management 
    • Information security management
    • Supplier management 
    • The value to business and the interfaces of all processes in the ITIL Service Transition core publication:
    • Transition planning and support 
    • Change management 
    • Service asset and configuration management 
    • Release and deployment management 
    • Service validation and testing 
    • Change evaluation 
    • Knowledge management 
    • The value to business and the interfaces of all processes in the ITIL Service Operation core publication:
    • Event Management
    • Incident Management
    • Request Fulfilment
    • Problem Management
    • Access Management
    • The value to business and the interfaces of the seven step improvement process, along with the role other process play
    • Seven step improvement
  • Managing services across the service lifecycle
    • Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
    • How the service design package (SDP) provides a link between service design, service transition and service operation
    • Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages
    • Implementing and improving services, using key sources of information for identifying the need for improvement
    • The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle
    • Governance
    • Organization structure, skills and competence
    • Service provider types and service strategies
  • Measurement
    • Measuring and demonstrating business value
    • Determining and using metrics
    • Design and development of measurement frameworks and methods
    • Monitoring and control systems
  • Implementing and improving service management capability
    • Implementing service management 
    • Assessing service management 
    • Improving service management 
    • Key considerations for implementation and improvement of both the practice of service management and the services themselves
    • Key considerations when planning and implementing service management technologie

Mock Examination

Certification Exam Details:

Examination

ITIL 2011 – Intermediate – MALC (5 Credits)

Type

Ten (10) multiple choice, gradient-scored questions based upon a single case study, issued in advance, with additional short scenarios to provide additional context for each question.

 

Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves zero marks.

Duration

Maximum 120 minutes for all candidates in their respective language

Provisions for additional time relating to language

Candidates completing an exam in a language that is not their mother tongue have a maximum of 150 minutes to complete the exam and are allowed the use of a dictionary.

Prerequisite

  • Two (2) credits from ITIL Foundation certificate plus a minimum of 15 credits

from Intermediate certificates

 

  • Completion of an Accredited course from an ITIL Accredited Training Provider

Supervised

Yes

Open Book

No

Pass Score

35/50 or 70%

Delivery

This examination is available in Online or Paper based format.

Book the course
Code
ITIL_MALC_CT
Available seats
Yes
Price
8000.00 AED /2200 USD
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