Managing Across Life Cycle (MALC)

Duration: 5 days 

Course Description:

ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition,Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it. The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.The ITIL MALC (Managing Across the Lifecycle) course offers candidates the ability to achieve the ITIL Expert certification upon passing the ITIL Managing Across the Lifecycle exam. The course prepares candidates to take the ITIL  Managing Across the Lifecycle Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. This certification completes the ITIL Intermediate Lifecycle and Capability streams by focusing on the knowledge required to implement and manage the necessary skills associated with the use of the Service Lifecycle.

Course and Learning Objectives:

At the end of this course, you will learn:

• Managing the planning and Implementation of IT Service Management

• Lifecycle positioning and transition

• How to achieve business value with people, process and function

• Challenges, Critical Success Factors and risks to service management

• Risk Management

• Lifecycle project assessment

• Management of strategic change

• Understanding complementary industry guidance

Course Approach:

Participants will learn to implement, manage and improve Service Management according to ITIL best Practices. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Managing Across the Lifecycle certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwood’s integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience

Course Student Material:

Students will receive an ITIL Managing Across the Lifecycle classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered:

1. COURSE INTRODUCTION

• Lifecycle positioning and transition

• The difference between open-loop and closed-loop systems

• Complex Monitor Control loops

• ITSM Monitor Control loops

• Relationship between Business and IT

• How to achieve business value with people, process and function

• How to achieve business value with supplier relationship and technology alignment

2. MANAGEMENT OF STRATEGIC CHANGE

(MOC)

• Value creation challenge

• Critical success components to managing lifecycle risk

• Business benefits

• Determining Benefit Realization

• Determining Value to Business VOI, ROI

• Determining Variable Cost Dynamics (VCD)

• Alignment of business policy, future direction and Demand

Management

• Alignment to service portfolio and service catalogue

management

• Planning and Defining scope

• Awareness of design and delivery model choices

• Budgeting, costing, service assets

• Intangible and Measuring benefits

• Assets- Service and Strategic influencing

• Defining awareness communication activities

• People Education and knowledge transfer management

• Business Relationship Management

• Service Structure and Value nets and value--chains

• Termination and Retirement of Services

3. RISK MANAGEMENT

• Challenges, Critical Success Factors and risks to service management

• Identification of Risk

• Evaluation of Risk – CFIA, FTA, BIA, SFA, Risk Analysis and Management

• Corrective Actions

• Controlling Risk

• Transfer of risks

• Service Provider risks

• Contract risks

• Design risks

• Operational risks

• Market risks

4. PLANNING AND IMPLEMENTING

• Activities during Plan, Do, Check, Act including Aspects of Strategy and the 4P’s of Strategy

• Policy considerations

• Strategy considerations

• Design considerations

• Transition considerations

• Directing

• Value of achieving business goals by guiding, leading and monitoring

• Controlling and Evaluating

• Value of verifying and using feedback to control lifecycle

• Organizational Form and Design

• Communication, Coordination and Control 

5. UNDERSTANDING ORGANIZATIONAL CHALLENGES

• Organizational maturity

• Organizational structure

• Knowledge management and security of information

• Organizational transition

• Governance

• Balance in Service Operations

6. SERVICE ASSESSMENT

• Value of Measuring

• Why Measure

• What to Measure

• Value of Monitoring

• What to Monitor

• Reporting

• Service Portfolio assessment across the lifecycle

• Assessment of achievements

• Corrective action

• Business Perspective and Improvements

7. UNDERSTANDING COMPLEMENTARY INDUSTRY GUIDANCE AND TOOL STRATEGIES

• COBIT

• ISO/IEC 20000

• CMMI

• Balanced Scorecard

• Quality Management

• OSI Framework

• Annuity

• Service Management maturity framework

• Six Sigma

• Project Management

• TQM

• Management Governance framework 

8. EXAM PREPARATION

• Sample Exams

• Feedback