Course Outline

Overview of Managing Across the Lifecycle (MALC)

• Define MALC phase
• Key concepts and terminologies
• Prerequisites for the MALC exam
• Structure and scoring of the MALC exam
• Managing Across the Lifecycle phase case study

Key Concepts of Service Lifecycle

• Define Services and Service Management
• Role of IT service management
• Elements of assessment
• Risk Management Styles
• Knowledge Management
• Its importance and the SKMS
• Business value of various life cycle phases
• Service Management operations and functions
• Roles and Responsibilities
• Use of RACI

Communication and Stakeholder Management

• Business relationship management across the lifecycle
• Plan of action coordination
• Communications and commitment in ITIL® lifecycle
• Stakeholder management and communication
• Use of service models
• Communication plan
• Part of business relationship management in the communication activities

Integrate Service Management Processes and Functions across Service Lifecycle

• How to integrate service management procedures across the ITIL® lifecycle
• Inputs and outputs of various lifecycle stages
• Relationship between different stages of ITIL® Service Lifecycle
• Value and interfaces of the different processes in service management

Manage Service Across the ITIL® Lifecycle

• Importance of an approach to balanced design
• Efficient and effective service management with design coordination and transition planning and support
• Information sources that are helping in the implementation and improvement of services
• Factors relevant to strategic assessments
• Challenges, risks, and critical success factors
• Service transition lifecycle stages
• Managing services across the lifecycle
• Involving operations staff in other lifecycle stages

Governance, Roles, People, Competence, and the Organisation

• Management, activities, framework, and governance bodies
• Relating strategy to governance
• Service providers set direction, policy and strategy
• Change management
• Management systems
• Establish and maintain a service management system
• Organisation development and departmentalization
• Logical structure for a service provider
• Functions and the types of services providers
• Implementing and sourcing strategies