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ITIL® Managing Across the Lifecycle - MALC

The course outline is based on the latest syllabus from the ITIL® Official Accreditor.

Managing Across the LifeCycle Certificate Syllabus

Course Content

Key Concepts of the Service Lifecycle

Reviewing the strategic and managerial aspects of the service lifecycle

  • Designing, deploying and operating services end-to-end
  • Sharing knowledge across the lifecycle
  • Risk assessment and risk management

Service value across the lifecycle stages

  • Realizing business value in service operation
  • Supporting the service lifecycle with service measurements

Governance and Organization

Impacting service management with governance

  • The role of IT strategy in setting direction and policy
  • Ensuring appropriate governance

Organizational structure, skills and competence

  • Addressing the challenges of organizational development
  • Service provider types and service strategies

Implementing and Improving Service Management Capability

Service management capability

  • Identifying external and internal drivers
  • A service lifecycle approach to service strategy

Assessing service management

  • Performing evaluations for the service provision
  • Benchmarking to identify improvements

Enabling effective improvement

  • Applying improvement initiatives and the Deming Cycle
  • Key considerations for improvement

Communication and Stakeholder Management

Coordinating with the business and suppliers

  • Business relationship management
  • Stakeholder management

Ensuring effective communication

  • Service models for value creation
  • Communicating during the stages of the service lifecycle

Integrating Service Management Processes Across the Lifecycle

The impact of service strategy on lifecycle stages

  • Strategy management for IT services
  • Business relationship management

Analyzing service design

  • Coordinating design
  • Service catalog management
  • Availability management
  • Capacity management

Organizing for service transition

  • Transition planning and support
  • Change management and evaluation

Planning service operation

  • Event and incident management
  • Request fulfillment

Implementing continual service improvement

  • Designing service solutions
  • The seven-step improvement process

Managing Services Across the Service Lifecycle

Capturing customer and stakeholder needs

  • Identifying needs and requirements
  • Ensuring appropriate priority

Managing cross-lifecycle processes

  • Connecting service design, transition and operation with the Service Design Package (SDP)
  • Involving service transition in the early stages
  • Business users and stakeholders in service rehearsals

Balancing potential conflicts and competing issues

  • Implementing and improving services
  • Service Level Management (SLM)
  • Customer satisfaction surveys
  • Reviewing business trends and changed priorities
  • Challenges, critical success factors and risks

Measurement

Types of measurements

  • Determining and using metrics
  • Metrics to validate, justify and direct

Designing measurement frameworks

  • Developing measurement methods and metrics
  • Monitoring and control systems

The ITIL® Official Accreditor changes the course syllabus periodically and we as an Accredited Training Organization must keep current with the latest version of the syllabus.  For the latest version of the course syllabus visit the ITIL® Official Site.

Our course is updated as soon as the ITIL® Official Accreditor has made a change to the syllabus to ensure that student is studying the material that is in scope.

Our course is designed to be true to the ITIL® books.  You will learn core ITIL® content.

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