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ITIL® Expert: Managing Across the Lifecycle (MALC) (2011 Edition)

Course Overview

This 5-day course brings together the full essence of a Lifecycle approach to service management and consolidates the knowledge gained across the qualification scheme. NOTE: This course will earn you 28 PDUs.

Who Should Attend

This course will be your final step in achieving the ITIL Expert qualification. Students are required to have achieved a minimum of 17 credits from any combination of ITIL v3 units OR a combination of v2 Practitioner and v3 units, including an ITIL® Foundation Certificate in IT Service Management or v2 to v3 bridge equivalent.

Course Objectives

This certification completes the Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices and includes: •Introduction to IT Service Management Business & Managerial Issues

Course Outline

1 - Course Introduction

2 - Managing Across the Lifecycle

3 - Key Concepts of the Service Lifecycle

  • Managing Services and service Management
  • The Service Lifecycle
  • Value
  • Organizing for Service Management
  • Risk Assessment and Management
  • Sharing Knowledge

4 - Communication and Stakeholder Management

  • Using Service Models to Aid Communication

5 - Integrating Service Management Processes

6 - Managing Services Across the Service Lifecycle

  • Identifying and Assessing Needs and Requirements
  • Role of the Service Design Package
  • Managing Cross-Lifecycle Processes
  • Implementing an Improving Services

7 - Governance and Organization

  • Organizational Structure, Skills and Competence
  • Service Provider Types and Strategies

8 - Measurement

  • Determining and Using Metrics
  • Design and Development of Measurement Frameworks
  • Service Measurement
  • Monitoring and Control Systems
  • Increasing Visibility

9 - Implementing and Improving Service Management Capability

  • Service Strategy Implementation
  • Assessing Service Management
  • SWOT Analysis
  • GAP Analysis
  • Benchmarking
  • Assessing Maturity Levels
  • Aligning Quality and the Cost of Service Provision
  • Seven-step Improvement Process
  • Key Considerations
  • Making the Case for Improvements
  • ROI for CSI
  • Managing Organizational and Stakeholder Change
  • Planning and Implementing Organizational Change
  • Organizational Change Management
  • Key Technology Considerations

Enroll Today

This is a 5-day class

Price: $3,095.00
Payment Options

ILT Instructor‑Led Training


GTR  Guaranteed to Run

Class times are listed Eastern time. This class is available for Private Group Training

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Cart When Time   Where How
04/02/2018 9:00AM - 5:00PM GTR Online LIVE OLL
07/09/2018 9:00AM - 5:00PM GTR Online LIVE OLL

Class times are listed Eastern time
This class is available for Private Group Training