ITIL Expert Qualification: Managing Across the Lifecycle

• Key concepts of the ITIL service lifecycle
• Aspects of communication and stakeholder management relevant to IT service management
• Integrate various IT service management processes across the lifecycle
• Establish and manage governance in a service management organization
• Measure IT services and associated process and activities
• Service management implementation relevant to organization decision makers

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

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

9. Review/Exam Prep/Mock Exam