ITIL® Managing Across the Lifecycle (MALC) eLearning - $640 (with exam)

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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.

ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with ITIL practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.