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ITIL® Managing Across the Lifecycle Qualification

COURSE TYPE

Advanced

Course Number

983

Duration

5 Days

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As the capstone leading to ITIL Expert certification, this ITIL Managing Across the Lifecycle (MALC) training enhances your knowledge of ITIL best practices through analysis of a case study. This five-day course will provide the foundational knowledge needed to pass the ITIL Managing Across the Lifecycle qualification exam, and five credits towards ITIL Expert certification.

You Will Learn How To

  • Prepare for and pass the ITIL MALC exam
  • Apply governance and organizational structure to the management and delivery of IT services
  • Implement effective communication and stakeholder management
  • Integrate service management processes across the service lifecycle
  • Measure, implement, and improve the service management capability

Important Course Information

Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Must have 17 credits from the other ITIL qualifications, including intermediate, capability, and some earlier qualifications

Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide Suite of books
  • The Pre-Course Study Guide contains the ITIL Managing Across the Lifecycle (MALC) Certificate Case Study and the ITIL MALC Syllabus, both of which you should read as part of the 28 hours of personal study before attending the course
  • You should acquire and review the five ITIL core publications, as well as the materials from your ITIL Foundation and Intermediate courses
  • To prepare you for the exam, homework and study assignments will be provided each night of the course

Exam Information:

  • The ITIL MALC exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
  • This course is the final module of the Service Lifecycle and/or Service Capability modules, and leads to the ITIL Expert Qualification in IT Service Management

All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
  • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • Key Concepts of the Service Lifecycle

Reviewing the strategic and managerial aspects of the service lifecycle

  • Designing, deploying and operating services end-to-end
  • Sharing knowledge across the lifecycle
  • Risk assessment and risk management

Service value across the lifecycle stages

  • Realizing business value in service operation
  • Supporting the service lifecycle with service measurements
  • Governance and Organization

Impacting service management with governance

  • The role of IT strategy in setting direction and policy
  • Ensuring appropriate governance

Organizational structure, skills and competence

  • Addressing the challenges of organizational development
  • Service provider types and service strategies
  • Implementing and Improving Service Management Capability

Service management capability

  • Identifying external and internal drivers
  • A service lifecycle approach to service strategy

Assessing service management

  • Performing evaluations for the service provision
  • Benchmarking to identify improvements

Enabling effective improvement

  • Applying improvement initiatives and the Deming Cycle
  • Key considerations for improvement
  • Communication and Stakeholder Management

Coordinating with the business and suppliers

  • Business relationship management
  • Stakeholder management

Ensuring effective communication

  • Service models for value creation
  • Communicating during the stages of the service lifecycle
  • Integrating Service Management Processes Across the Lifecycle

The impact of service strategy on lifecycle stages

  • Strategy management for IT services
  • Business relationship management

Analyzing service design

  • Coordinating design
  • Service catalog management
  • Availability management
  • Capacity management

Organizing for service transition

  • Transition planning and support
  • Change management and evaluation

Planning service operation

  • Event and incident management
  • Request fulfillment

Implementing continual service improvement

  • Designing service solutions
  • The seven-step improvement process
  • Managing Services Across the Service Lifecycle

Capturing customer and stakeholder needs

  • Identifying needs and requirements
  • Ensuring appropriate priority

Managing cross-lifecycle processes

  • Connecting service design, transition and operation with the Service Design Package (SDP)
  • Involving service transition in the early stages
  • Business users and stakeholders in service rehearsals

Balancing potential conflicts and competing issues

  • Implementing and improving services
  • Service Level Management (SLM)
  • Customer satisfaction surveys
  • Reviewing business trends and changed priorities
  • Challenges, critical success factors and risks
  • Measurement

Types of measurements

  • Determining and using metrics
  • Metrics to validate, justify and direct

Designing measurement frameworks

  • Developing measurement methods and metrics
  • Monitoring and control systems
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Tuition due 30 days after you attend your course.

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Sep 24 - 28 (5 Days)
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Private Team Training

Enrolling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.

For details, call 1-888-843-8733 or Click Here »

Tuition

Standard

Government

In Classroom or
Online

Standard

$3190

Government

$2833

Private Team Training

Contact Us »

Course Tuition Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

ITIL Certification Success Package
Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

Free Course Exam
You can take your Learning Tree course exam on the last day of your course or online at any time after class and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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Training Hours

Days 1 - 4 Course Hours:
9:00 a.m. - 5:00 p.m.
Two 15-minute breaks
60-minute lunch

Day 5 Course Hours - Last Day:
9:00 a.m. to 4:00 p.m.
Two 15-minute breaks
60-minute lunch
Free Course Exam*:
2:00 - 4:00 p.m.

*All AnyWare remote attendees participating in an ITIL course will have the opportunity to take their ITIL exam through an authorized PEOPLECERT service. ProctorU is an online testing site which allows you to schedule your ITIL exam 24/7. Please ensure you have acquired a webcam in advance of scheduling If you have any questions please call us at 1-888-THE-TREE (843-8733).

Both Learning Tree and this course have been accredited by PEOPLECERT. As an Accredited Training Organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PEOPLECERT is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organizations and individuals manage their projects, programs, and services.

ITIL® is a registered trade mark of AXELOS Limited.

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“My ITIL Expert training has been invaluable thus far. I have taken four of the ITIL Intermediate Capability Stream courses and have been able to return to my government and banking clients, and use the information and skills I learned in these courses.”

- A. Funkhouser, IT Service Manager
Navy Federal Credit Union

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