Course Overview
ITIL® 2011 edition is comprised of five core publications: Service
Strategy, Service Design, Service Transition, Service Operations and
Continual Service Improvement, promoting alignment with the business
as well as improving operational efficiency. The official ITIL®
qualification scheme describes two streams, the Service Lifecycle
Stream and the Service Capability stream.
The Service Lifecycle stream focuses on ITIL® practices within the
Service Lifecycle context. The prime focus is the Lifecycle itself
as well as the use of process and practice elements used within it.
The Service Capability stream is for those who wish to obtain an in
depth understanding of ITIL® processes and roles. Attention to the
Service Lifecycle is illustrated as part of the curriculum but the
primary focus is the on the process activities, execution and use
throughout the Service Lifecycle.
The ITIL® MALC (Managing Across the Lifecycle) course offers
candidates the ability to achieve the ITIL Expert certification upon
passing the ITIL® Managing Across the Lifecycle exam. The course
prepares candidates to take the ITIL® Managing Across the Lifecycle
Intermediate exam as well as proving valuable knowledge that can be
implemented in the workplace. This certification completes the ITIL®
Intermediate Lifecycle and Capability streams by focusing on the
knowledge required to implement and manage the necessary skills
associated with the use of the Service Lifecycle.
Course and Learning Objectives:
At the end of this course, you will learn:
Managing the planning and Implementation of IT Service Management
Lifecycle positioning and transition
How to achieve business value with people, process and function
Challenges, Critical Success Factors and risks to service management
Risk Management
Lifecycle project assessment
Management of strategic change
Understanding complementary industry guidance
Course Approach:
Participants will learn to implement, manage and improve Service
Management according to ITIL® best Practices. An interactive
approach is used combining lecture, discussion and case study
experience to prepare participants for the ITIL® Intermediate
Managing Across the Lifecycle certification exam as well as
providing valuable practical knowledge that can be rapidly applied
in the workplace. Quint Wellington Redwood’s integrated case study
deepens the participant’s appreciation of how ITIL best practices
can be applied in order to improve IT performance. Practical
assignments are used throughout the course to enhance the learning
experience.
Prerequisites:
An ITIL® Foundation certificate and a minimum of 15 credits earned
through the formal Service Lifecycle stream or Service Capability
stream qualifications.
Target Audience:
CIOs, CTOs, managers, supervisory staff, team leaders, designers,
architects, planners, IT consultants, IT audit managers and IT
security managers who and others who require a deeper knowledge of,
or who are involved in managing Services across the different
lifecycle phases.
Exam Format:
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Exam Delivery: Online or paper based
Exam Duration: 90 minutes
Open/Closed Book: Closed Book
Credits
• Upon successfully achieving the ITIL® Managing Across the
Lifecycle certificate,, the
student will be recognized with 5
credits in the ITIL qualification scheme.
Daily Agenda / Outline
Day 1
Introduction to IT Service Management Business and Managerial Issues
Lifecycle Positioning and Transition
• The difference between open-loop and closed-loop systems
• Complex Monitor Control Loops
• ITSM Monitor Control Loops
Relationship between Business and IT
• How to achieve business value with people, process and function
• How to achieve business value with supplier relationship and
technology alignment
Exercises
MALC1 - Introduction - (40 Minutes)
Day 1 & 2
Management of Strategic Change
• Value creation challenge
• Critical Success components to managing lifecycle risk
Business Benefits
• Determining benefit realization
• Determining Value to Business VOI, ROL
• Determining Variable Cost Dynamics (VCD)
• Alignment of Business Policy, Future direction and Demand
Management
• Alignment to service portfolio and service catalogue management
Planning and defining scope
Resource and Capability Planning
• Awareness of design and delivery model choices
• Budgeting, Costing, Service assets
Controlling Quality
• Quality opportunities
• Intangible and Measuring benefits
• Assets Service and Strategic
Strategic Influencing
• Defining awareness communication activities
• People Education and Knowledge transfer management - Customer
Liaison
• Business Relationship Management
• Service structure and Value nets and Value-Chains
• Termination and Retirement of Service
Exercises
MALC2 - Management of Strategic Change – (75 Minutes)
Day 2
Risk Management
• The challenges, critical success factors and risks to service
management
• Identification of Risk
• Evaluation of Risk - CFIA, FTA, BIA, SFA, Risk Analysis and
Management
• Corrective Actions
• Controlling Risk
• Transfer of Risks
• Service Provider Risks
• Contract Risks
• Design Risks
• Operational Risks
• Market Risks
Exercises
MALC 3 - Risk Management (75 minutes)
Day 2 & 3
Managing the Planning and Implementing of IT Service Management
Activities during Plan, Do, Check, Act including Aspects of Strategy
and the 4P's of Strategy
Policy Considerations
• Strategy Considerations
• Design Considerations
• Transition Considerations
Directing
• Value of Achieving Business goals by guiding, leading and
monitoring
Controlling and Evaluating
• Value of verifying and using feedback to control lifecycle
Organizational Form and Design
Communication, Coordination and Control
Exercises
Planning and Implementing (30 Minutes)
Day 3
Understanding Organizational Challenges
• Organizational Maturity
• Organizational Structure
• Knowledge Management and Security of Information
• Organizational Transition
• Governance
• Balance in Service Operations
Exercises
Organizational Challenges (45 Minutes)
Day 4
Service Assessment
Value of Measuring
Why Measure
What to Measure
Value of Monitoring
What to Monitor
Reporting
Value of Benchmarking
Service Portfolio Assessment across the Lifecycle
• Assessment of Achievements
• Corrective Action
• Business Perspective and Improvements
Exercises
MALC 5 - Service Assessment (45 Minutes)
Day 4 & 5
Understanding Complementary Industry Guidance and Tool Strategies
• COBIT
• ISO/IEC 20000
• CMMI
• Balanced Scorecard
• Quality Management
• OSI Framework
• Annuity
• Service Management Maturity Framework
• Six Sigma
• Project Management
• TQM
• Management Governance Framework
• Tool Strategies
Exercises
- MALC 7-Understanding Complimentary Guidance (60 Minutes)
- MALC 8- Final Exercises and Readiness Assessment (60 Minutes)
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