TOPICS

Course Outline
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.