ITIL® Managing Across the Lifecycle (MALC) eLearning - $699.00

  • Accredited by PeopleCert

  • Credits awarded: 5

  • 30 hours of course material

  • FREE exam voucher

  • Practice exams

  • Instant 6 months access

ITIL® Managing Across the Lifecycle (MALC)

Course Overview -  Watch a Video

Study for a qualification in ITIL Managing Across the Lifecycle (MALC) by taking an accredited online training course from Good e-Learning!

The purpose of this course is to give candidates the skills to support an organization’s service delivery by bridging the service lifecycle stages.

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Managing Across the Lifecycle. Success in the exam will also earn you 5 credits towards the 22 credits needed to gain the ITIL Expert qualification.

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for an ITIL Managing Across the Lifecycle qualification in IT Service Management.

Why you should take this course:

Managing Across the Lifecycle (MALC) focuses on providing candidates with the skills to support an organizations service delivery by bridging the service lifecycle stages.

The qualification demonstrates that candidates have learned the value of one combined service management practice as opposed to separate subject areas. ITIL processes and practices, as learnt from the lifecycle and capability streams of the intermediate certificates, are put into a context of delivering this value and this knowledge is validated in the associated exam and certification.

It also allows a successful candidate to demonstrate that they have learned the value of an integrated service management practice, as opposed to separate subject areas. It draws on knowledge gained at the Foundation and Intermediate levels.

Students who complete this course will have learnt:

  • Key concepts of the service lifecycle

  • Communication and Stakeholder Management

  • Integrating service management processes across the service lifecycle

  • Managing services across the service lifecycle

  • Implementing and improving service management capability

  • Measurement, governance and organization

Key features of this course:

  • Accredited by PeopleCert

  • Credits awarded: 5

  • 30 hours of course material

  • 1x FREE exam voucher on request

  • Instant 6 months access

  • Quizzes and revision modules

  • Increase your earning potential by up to 20%

  • Average first time pass rate of 91%

 

Course Syllabus - Download the Datasheet

  • Module 1: Key concepts of the service lifecycle

    • This module represents a brief re-cap of key concepts in the ITIL service lifecycle, looked at from a strategic and managerial perspective, as an introduction and foundation for the rest of the syllabus.

      The candidate must be able to understand and describe:

      The five stages of the service lifecycle and how they interact with each other
      Services from end-to-end: justification, design, measuring, testing, deploying, operating and looking for ways to improve
      How service strategy elements dictate what constitutes value, and how value is defined and measured
      Realizing business value in service operation
      Testing and demonstrating the service value in service transition
      Organizing for service management
      Use of the RACI model to define and clarify roles and responsibilities, particularly in interfaces between processes and between service lifecycle stages
      Risk assessment and risk management
      Monitoring service measurements and using them to support all stages of the service lifecycle

  • Module 2: Communication and Stakeholder Management

    • This module covers the value of good communication and ensuring its flow across the service lifecycle. It also addresses the effective co-ordination of interaction with both the business and suppliers as key stakeholders.

      The candidate must be able to understand and describe:

      Co-ordination of business relationship management across the service lifecycle and the role of business relationship management in communication
      Stakeholder management and communication
      Communication during continual service improvement
      The use of service models to aid communication on service strategy and value creation

  • Module 3: Integrating Service Management Processes Across the Service Lifecycle

    • This module looks at how Service Strategy influences other lifecycle stages, how Service Design should be carried out with the lifecycle in mind and the importance of ensuring that the Service Management process interfaces, inputs and outputs are integrated across the lifecycle.

      The candidate must be able to understand and describe:

      The integration of service management through the service lifecycle
      The impact of service strategy on other service lifecycle stages
      The value of a service lifecycle perspective when designing service solutions (
      The inputs and outputs of processes and stages in the service lifecycle

  • Module 4: Managing Services Across the Lifecycle

    • This module takes a high-level, holistic view of service management, from the perspective of managing services and service components through the service lifecycle.

      It focuses on capturing customer and stakeholder needs, measuring service value to ensure that needs are met, and balancing potential conflicts and competing issues with regards to challenges, critical success factors and risks.

      The candidate must be able to understand and describe:

      Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
      How the service design package (SDP) provides a link between service design, service transition and service operation
      Flow of knowledge/experience/skills between lifecycle stages
      Customer satisfaction surveys
      Reviewing business trends and changed priorities, and keeping ahead of business projections
      Service level management (SLM) review meeting – reviewing management information and trends to ensure that services are meeting agreed service levels
      The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle

  • Module 5: Governance, Roles, People, Competence and the Organization

    • This module covers governance and the organizational structure, the skills required and the service provider types.

      The candidate must be able to understand and describe:

      The importance and impact of good governance on service management
      The use of governance in sourcing
      The role of the IT strategy or steering group in setting direction, policy and strategy for IT services
      The application of governance in change management, through change authorization to ensure the integrity of live services. The role of the change advisory board
      The support from management systems to ensure appropriate governance
      Assessing and applying various organizational structures for service management, and combining several perspectives in matrix organizations
      The different service provider types, and the implication of choosing a specific type

  • Module 6: Measurement

    • This module focuses on the types of measurements that can be used to support the monitoring of service management activities and IT services throughout the service lifecycle.

      The candidate must be able to understand and describe:

      Measuring and demonstrating business value
      Determining and using metrics
      Service, process and technical metrics
      Using measurements and metrics to validate, justify, direct, intervene
      Designing measurement methods and metrics
      Use of event management tools to increase visibility of the infrastructure and IT service delivery
      CSFs and KPIs

  • Module 7: Implementing and Improving Service Management Capability

    • This module covers implementing, assessing and improving Service Management.

      It covers key considerations for the implementation and improvement of both the Service Management practice and the services themselves, as well as key considerations when planning and implementing Service Management technologies.

      The candidate must be able to understand and describe:

      Understanding the high-level goals and objectives of the organization. Identifying the external (legislation, competitors etc) and internal (organizational structure, culture etc) drivers
      Service strategy implementation taking a service lifecycle approach
      Using benchmarking to identify need for improvement for each service lifecycle stage
      Planning for improvement with short-, medium- and longer- term improvement initiatives
      Using the CSI approach and Deming Cycle to ensure that the organization continues to move forward with continual improvement
      The seven-step improvement process, to measure progress and enable potential improvements to the service lifecycle to be identified
      Key considerations for implementation and improvement of both the practice of service management and the services themselves

  • Module 8: Exam Preparation

    • This module contains a description of the format and structure of the Managing Across the Lifecycle examination. It also offers advice and guidance about what to do before and during the exam.

 

Exams / Assessments

In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Managing Across the Lifecycle Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

The exam is based on a case study and between 8 and 10 questions will be case study based. A maximum of 2 questions will not be based on the case study although each question will state clearly whether or not it is case study based. To pass the exam you must get 35 out of 50 questions correct, or 70% and If successful, delegates will gain 5 credits towards ITIL Expert level.

This examination is set at a higher level of difficulty than the Intermediate exams and will consist of ten complex multiple choice questions.

Exam Duration: Maximum 120 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 150 minutes and are allowed to use a dictionary).

You will be tested on:

  • Key concepts of the Service Lifecycle

  • Communication and Stakeholder Management

  • Integrating Service Management Processes Across the Service Lifecycle

  • Managing Services Across the Lifecycle

  • Governance, Roles, People, Competence and the Organization

  • Measurement

  • Implementing and Improving Service Management Capability

  • Exam Preparation

Before you book you can test that your computer configuration will meet the requirements for a PeopleCert exam, using this online test.

This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the PeopleCert website for a complete list of information and guidance.

 

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