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
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
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
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
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
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
Measurement
- Measuring and demonstrating value
- Determining and using metrics
- Approaches to monitoring and control
- Using event management tools
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
Review/Exam Prep/Mock Exam
