ITIL Managing Across the Lifecycle Virtual Classroom Live October 19, 2020

Course Overview

• 1. Introduction to Managing Across the Lifecycle
  • MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
  • Prerequisites for the MALC exam
  • Structure and scoring of the MALC exam
  • Bloom's Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
  • MALC exam cast study
• 2. Key Concepts of the Service Lifecycle
  • Services, service management, and IT service management
  • Organizing functions and roles for service management
  • Effect of clarifying roles and using RACI
  • Element of value
  • Business value of various ITIL lifecycle stages
  • Approaches to risk management
  • Importance of knowledge management and the SKMS
• 3. Communication and Stakeholder Management
  • Coordinating business relationship management across the lifecycle
  • Role of business relationship management in the communication activities
  • Stakeholder management and communication
  • Using service models
  • Design activity coordination
  • Services
  • Managing communications and commitment throughout the lifecycle
  • Communication aspects of service operation
  • Communication strategy and plan
• 4. Integrating Service Management Processes Across the Service Lifecycle
  • Effectively and efficiently integrating service management processes across the lifecycle
  • Impact and relationship of service strategy to other lifecycle stage
  • Various lifecycle stage inputs and outputs
  • Value and interfaces of the various service management processes
• 5. Managing Service Across the Lifecycle
  • Importance of an approach to balanced design
  • Contribute to effective and efficient service management with design coordination and transition planning and support
  • Service transition lifecycle stages
  • Managing services across the lifecycle
  • Involving operations staff in other lifecycle stages
  • Sources of information helping in the implementation and improvement of services
  • Factors relevant to strategic assessments
  • Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages
• 6. Governance, Roles, People, Competence, and the Organization
  • Governance, activities, framework, and governance bodies
  • Relating strategy to governance
  • Service providers set direction, policy and strategy
  • Change management
  • Management systems
  • Establishing and maintaining a service management system
  • Organization development and departmentalization
  • Logical structure for a service provider
  • Functions and the types of services providers
  • Implementing and sourcing strategies
• 7. Measurement
  • Measuring and demonstrating value
  • Determining and using metrics
  • Approaches to monitoring and control
  • Using event management tools
• 8. Implementing and Improving Service Management Capabilities
  • Implementing service management, service management processes, and supporting tools
  • Different types of assessments and conducting assessments
  • Techniques for improving service management
  • Methods for implementing service management
  • Business value of service portfolio management
• 9. Review/Exam Prep/Mock Exam

Prerequisites

• At least 17 ITIL v3 or newer credits (required)
• Two to four years of relevant work experience
• To prepare for the end-of-class exam, it is recommended that you review the 2011 editions of the following ITIL publications and complete at least 28 hours of personal study:
  • Service Strategy (ISBN 9780113313044)
  • Service Design (ISBN 9780113313051)
  • Service Transition (ISBN 9780113313068)
  • Service Operation (ISBN 9780113313075)
  • Continual Service Improvement (ISBN 9780113313082)

Course Comments

30 PMI PDUs