About ITIL® Managing Across the Lifecycle

This expert level course is part of the ITIL certification program. The Foundation level course is a mandatory requirement for all other levels within the certification scheme.
This course prepares you for the exam leading to the ITIL Certificate: Managing across the Lifecycle. This is a qualification, but is also the final module of the Service Lifecycle and/or Service Capability modules that leads to the “ITIL Expert” certification.
Managing across the Lifecycle is a course that provides a holistic picture of the critical learning points and knowledge IT management staff require on key organizational topics such as: governance structures, roles, functions, process dependencies, complementary frameworks, service assessments and the management of change issues related to the ITIL service lifecycle. After taking this course, you will be better equipped to understand the strategic design, deployment and management of the capabilities and resources required by the full IT service lifecycle.
Specifically, this course addresses the interfaces, interactions and organizational requirements between the processes addressed in the five core ITIL publications: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
This course also prepares participants for the examination leading to the ITIL Certificate: Managing across the Lifecycle. This is a free-standing qualification, but is also the final module of the Service Lifecycle and/or Service Capability modules that leads to the ITIL Expert certification.

Course Details

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

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