What You’ll Learn:

• Key concepts of the ITIL service lifecycle
• Aspects of communication and stakeholder management relevant to IT service management
• Integrate various IT service management processes across the lifecycle
• Establish and manage governance in a service management organization
• Measure IT services and associated process and activities
• Service management implementation relevant to organization decision makers

Module 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

Module 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

Module 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

Module 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

Module 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

Module 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

Module 7: Measurement

• Measuring and demonstrating value
• Determining and using metrics
• Approaches to monitoring and control
• Using event management tools

Module 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

Review/Exam Prep/Mock Exam

Prerequisites for international certificate

• At least 17 ITIL v3 or newer credits (required)
• Two to four years of relevant work experience
• To prepare for the certificate 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)

Who Needs to Attend

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Class training methods  
Values

• CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
• RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
• COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
• TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
• PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
• IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
• IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business

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