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

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  • Accredited by PeopleCert

  • Credits awarded: 5

  • 30 hours of course material

  • FREE exam voucher

  • Practice exams

  • Instant 6 months access

This eLearning course contains all the learning materials you need in order to prepare for the ITIL Managing Across the Lifecycle exam.

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

The official mock exams are provided and the course includes a module on how to approach these, working through some examples.

In addition to the resources provided, the examination guidance recommends that candidates should complete at least 30 hours of personal study. You will also have the option to get help from the Good e-Learning tutors at any time!

 

Full Details of our ITIL MALC Course:

Each of the syllabus areas will be covered in a module of the course; each module may contain a number of lessons, dependent on the areas covered.

Browse the contents of this eLearning course by clicking on a module title below that you would like to know more about. Why not try a free trial module of our course before you buy!

  • 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.

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