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ITIL® Managing Across the Lifecycle Certification Training
Level: Advanced
Rating:
4.75/5 Based on 153 Reviews
As the capstone leading to ITIL Expert certification, this ITIL Managing Across the Lifecycle (MALC) training enhances your knowledge of ITIL best practises through analysis of a case study. This five-day course will prepare you to pass the ITIL Managing Across the Lifecycle certification exam, and provide five credits towards ITIL Expert certification.
ITIL 4 is coming — but don't put your ITIL journey on hold ›
Key Features of this ITIL Service Strategy Certification Training:
- Choose from blended on-demand and instructor-led learning options
- ITIL Success Package and exclusive LinkedIn community support included (premium training only)
- ITIL exam voucher included
You Will Learn How To:
- Prepare for and pass the ITIL MALC exam
- Apply governance and organisational structure to the management and delivery of IT services
- Implement effective communication and stakeholder management
- Integrate service management processes across the service lifecycle
- Measure, implement, and improve the service management capability
Certifications/Credits:
Choose the ITIL Training Solution That Best Fits Your Needs
ON DEMAND
On Demand & Instructor Coaching
Unlimited annual access to:
- On-demand ITIL MALC modules, courseware, and instructor support
- Earn PMI PDUs for self-directed learning
- Exam voucher included
LIVE, INSTRUCTOR-LED
In Class & Live, Online Training
Unlimited annual access to:
- 5-day instructor-led training course
- Earn 30 PMI PDUs
- One-on-one after-course instructor coaching
- Exam voucher included
PREMIUM TRAINING
Unlimited Access to Everything
Unlimited annual access to:
- On-demand ITIL MALC modules, courseware, and instructor support
- 5 day instructor-led course
- One-on-one after course instructor coaching
- Exam voucher included
- ITIL Certification Success Package (w/ unlimited exam vouchers) ›
TRAINING AT YOUR SITE
Team Training
- Bring this or any training to your organisation
- Full - scale program development
- Delivered when, where, and how you want it
- Blended learning models
- Tailored content
- Expert team coaching
Customize Your Team Training Experience
CONTACT USSave More on Training with Learning Tree Training Vouchers!
Our flexible, easy-to-redeem training vouchers are available to any employee within your organisation. For details, please call 0800 282 353 or chat live.
On Demand & Instructor Coaching
ITIL MALC On-Demand Training Information
You get annual access to an on-demand ITIL MALC course, official courseware, and support directly from the course instructor.
-
Prerequisites
- Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
- Must have 17 credits from the other ITIL qualifications, including intermediate, capability, and some earlier qualifications
-
Certification Information
- This course is the final module of the Service Lifecycle and/or Service Capability modules, and leads to the ITIL Expert Qualification in IT Service Management.
On-Demand Training Outline
-
Module 00: ITIL®2011: Managing Across the Lifecycle - Course Introduction
-
Module 01: Service Management and Value
- Student perceptions/definitions of Service Management
- In-depth look at value and value concepts
-
Module 02: Service Management Components and Roles
- Processes & Functions
- Managing process activities via RACI
-
Module 03: Key Risk and Knowledge Concepts
- Risk Frameworks
- Risk Frameworks
- Measuring, Mitigating and Reporting Risk
- Knowledge management practises to follow, deploy
-
Module 04: Exercise: MALC Case Study Analysis
- Analysing the MALC Case Study (v1.1)
- Key Elements
-
Module 05: Implement, Assess, Improve Service Management
- Add Service Strategy to your Service Management activities
- Strategic Assessments (SWOT)
- Strategic Assessment Steps
-
Module 06: Assessment Frameworks
- Discussion of several Assessment frameworks
- ITIL® maturity assessments
- ISO/IEC 20000
- COBIT
- Six Sigma
- CMMI
- Gap Analysis
- Benchmarking
- Compare/contrast the various models
- Deming Cycle
-
Module 07: 7-Step Improvement Process
- The 7 steps
- Justifying improvements with a Business Case
-
Module 08: Justifying Improvements Financially
- ROI: Pre- and Post-Program
- Screening and Preference Decisions
- CSI & ROI
-
Module 09: Managing Organisational Change
- Impact of improvements
- Organisational Change via Kotter and others
- Plan/implement Service Management Technologies
-
Module 10: Exercise: Develop Assessment Criteria
- Assignment of Develop Assessment Criteria
- MALC Sample Exam Questions
-
Module 11: Exercise Review: MALC Sample Exam Questions
- Sample Paper 1: Question 1
- Sample Paper 2: Question 6
-
Module 12: Measurements: Metrics
- Measuring Business Value
- Metrics…in Review
- Service Measurement Models
- Designing Measurement Systems
-
Module 13: Measurements: Monitor, Control & Report
- Monitor & Control Systems (Monitoring Loops)
- Types of Reporting based on Monitoring
- Ties to Event Management
-
Module 14: Exercise: Applying Assessment Criteria
- Review of Developing Assessment Criteria
- Assignment of Applying Assessment Criteria
-
Module 15: Integration: Strategic Benefits
- Ensuring strategic benefits
- Building Strategic Benefits into other processes/phases
-
Module 16: Integration: Lifecycle and Phase Inputs & Outputs
- Generic Lifecycle inputs/outputs
- Specific inputs/outputs per lifecycle phase
- Handout: Inputs/Outputs v1
-
Module 17: Integration: Value to the Business Part 1
- Service Management Processes Demonstrating Value
- Value to the Business – Service Strategy & Service Design
-
Module 18: Integration: Value to the Business Part 2
- Service Management Processes Demonstrating Value
- B Value to the Business – Service Transition, Service Operation & CSI
-
Module 19: Integration: Process Interfaces
- Interfaces between all Service Management processes
- Handout: Process Interface Diagram v1
-
Module 20: Exercise: Internet Banking Risks
- Review of Applying Assessment Criteria
- Assignment of Internet Banking Risks
- Exercise Sample Exam Questions
-
Module 21: Exercise Review: MALC Sample Exam Questions
- Sample Paper 1: Question 6
- Sample Paper 2: Question 8
-
Module 22: Managing Services: Requirements & Cross-Lifecycle Support
- Managing requirements
- The SDP
- Cross-lifecycle, cross-support
- Improvements
- Handout: Customer & Users Measuring Satisfaction v1
- Handout: Satisfaction Survey Types v1
-
Module 23: Managing Services: Challenges, Risks, CSFs Part 1
- Challenges and Risks for SS, SD, ST
- CSFs for SS, SD, ST
-
Module 24: Managing Services: Challenges, Risks, CSFs Part 2
- Challenges, Risks and CSFs for SS, SD, ST
- What is your Top 10 list of challenges, risks, CSFs?
-
Module 25: Exercise: Where’s the value?
- Review of Internet Banking Risks
- Assignment of “Where’s the value?”
- MALC Sample Exam Questions
-
Module 26: Exercise Review: MALC Sample Exam Questions
- Sample Paper 1: Question 3
- Sample Paper 2: Question 2
-
Module 27: Governance
- What is governance? How is it defined? ISO/IEC 38500
- Where IT (or business) governance is managed – the ISG
- Management Systems
- Sourcing and Change Governance
-
Module 28: Organisational Structures
- Centralised vs. Decentralised Spectrum
- Organisational Development
- Organisation Structures
-
Module 29: Organising Service Management
- Organising the Lifecycle phases – Considerations
- Competencies of Staffli>
- Service Provider Types
- Organising Service Delivery
- Handout: Advantages/Disadvantages of Sourcing Structures v1
-
Module 30: Exercise: “We’ve been outsourced!”
- Review of “Where’s the value?”
- Assignment of “We’ve been outsourced!”
-
Module 31: Stakeholder Management
- Service Management Stakeholders
- BRM: Managing Stakeholders
-
Module 32: Communication
- Communication through the Lifecycle Phases
-
Module 33: Exercise: Communicating Change
- Review of “We’ve been outsourced!”
- Assignment of Communicating Change
- MALC Sample Exam Questions
ITIL Managing Across the Lifecycle Certification FAQs
-
How will I access my course materials if I choose this method?
Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.
-
How do I use my exam voucher to take the ITIL MALC exam?
After you receive your ITIL MALC exam voucher from Learning Tree, the exam can be taken any time after the course is completed via PeopleCert (online) or at an eligible testing centre.
-
How do I receive PMI PDU's for the on-demand course?
This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:
- Go to https://www.pmi.org/
- Log in using your registered user name
- Go to myPMI, then select Report PDUs on CCRS
- Select Course or Training category
- Fill in all required information
-
How do I get the ITIL Expert Certification?
- All candidates must hold the ITIL Foundation certificate
- Candidates must have earned a minimum total of 17 credits from the Foundation and Intermediate modules
- The Managing Across the Lifecycle (MALC) module must then be taken and passed to achieve a total of 22 credits, which is the minimum required for the ITIL Expert certificate
In Class & Live, Online Training
Note: This course runs for 5 Days
-
2 - 6 Sep 9:00 AM - 5:00 PM BST London / Online (AnyWare) Reserve Your Seat
-
9 - 13 Dec 9:00 AM - 5:00 PM GMT London / Online (AnyWare) Reserve Your Seat
-
16 - 20 Mar 9:00 AM - 5:00 PM GMT London / Online (AnyWare) Reserve Your Seat
-
19 - 23 Aug 2:00 PM - 10:00 PM BST New York / Online (AnyWare) Reserve Your Seat
-
23 - 27 Sep 2:00 PM - 10:00 PM BST Herndon, VA / Online (AnyWare) Reserve Your Seat
-
3 - 7 Feb 2:00 PM - 10:00 PM GMT New York / Online (AnyWare) Reserve Your Seat
-
23 - 27 Mar 1:00 PM - 9:00 PM GMT Herndon, VA / Online (AnyWare) Reserve Your Seat
Guaranteed to Run
When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.ITIL Managing Across the Lifecycle Certification Course Information
-
Prerequisites
- Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
- Must have 17 credits from the other ITIL qualifications, including intermediate, capability, and some earlier qualifications
-
Certification Information
- This course is the final module of the Service Lifecycle and/or Service Capability modules, and leads to the ITIL Expert Qualification in IT Service Management.
ITIL Managing Across the Lifecycle Certification Course Outline
-
Key Concepts of the Service Lifecycle
Reviewing the strategic and managerial aspects of the service lifecycle
- Designing, deploying and operating services end-to-end
- Sharing knowledge across the lifecycle
- Risk assessment and risk management
Service value across the lifecycle stages
- Realising business value in service operation
- Supporting the service lifecycle with service measurements
-
Governance and Organisation
Impacting service management with governance
- The role of IT strategy in setting direction and policy
- Ensuring appropriate governance
Organisational structure, skills and competence
- Addressing the challenges of organisational development
- Service provider types and service strategies
-
Implementing and Improving Service Management Capability
Service management capability
- Identifying external and internal drivers
- A service lifecycle approach to service strategy
Assessing service management
- Performing evaluations for the service provision
- Benchmarking to identify improvements
Enabling effective improvement
- Applying improvement initiatives and the Deming Cycle
- Key considerations for improvement
-
Communication and Stakeholder Management
Coordinating with the business and suppliers
- Business relationship management
- Stakeholder management
Ensuring effective communication
- Service models for value creation
- Communicating during the stages of the service lifecycle
-
Integrating Service Management Processes Across the Lifecycle
The impact of service strategy on lifecycle stages
- Strategy management for IT services
- Business relationship management
Analysing service design
- Coordinating design
- Service catalogue management
- Availability management
- Capacity management
Organising for service transition
- Transition planning and support
- Change management and evaluation
Planning service operation
- Event and incident management
- Request fulfillment
Implementing continual service improvement
- Designing service solutions
- The seven-step improvement process
-
Managing Services Across the Service Lifecycle
Capturing customer and stakeholder needs
- Identifying needs and requirements
- Ensuring appropriate priority
Managing cross-lifecycle processes
- Connecting service design, transition and operation with the Service Design Package (SDP)
- Involving service transition in the early stages
- Business users and stakeholders in service rehearsals
Balancing potential conflicts and competing issues
- Implementing and improving services
- Service Level Management (SLM)
- Customer satisfaction surveys
- Reviewing business trends and changed priorities
- Challenges, critical success factors and risks
-
Measurement
Types of measurements
- Determining and using metrics
- Metrics to validate, justify and direct
Designing measurement frameworks
- Developing measurement methods and metrics
- Monitoring and control systems
ITIL Managing Across the Lifecycle Certification FAQs
-
How do I get a ITIL Expert Certification?
To get mark the different levels of certifications you have achieved, ITIL uses credit system. To receive an ITIL Expert Certification, you must obtain a total of 22 credits.
-
How do I take the ITIL Managing Across the Lifecyle exam and can I take it online?
The ITIL MALC exam can be taken on the last day of the course (in-class), or any time after the course is completed via an online proctored exam with PeopleCert.
-
What do I need to complete before the instructor-led class?
- Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide Suite of books
- The Pre-Course Study Guide contains the ITIL Managing Across the Lifecycle (MALC) Certificate Case Study and the ITIL MALC Syllabus, both of which you should read as part of the 28 hours of personal study before attending the course
- You should acquire and review the five ITIL core publications, as well as the materials from your ITIL Foundation and Intermediate courses
- To prepare you for the exam, homework and study assignments will be provided each night of the course
-
How do I use my exam voucher to take the ITIL MALC exam?
The ITIL MALC exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via an online proctored exam with PeopleCert.
-
How do I get the ITIL Expert Certification?
- All candidates must hold the ITIL Foundation certificate
- Candidates must have earned a minimum total of 17 credits from the Foundation and Intermediate modules
- The Managing Across the Lifecycle (MALC) module must then be taken and passed to achieve a total of 22 credits, which is the minimum required for the ITIL Expert certificate
Unlimited Access to Everything
Note: This course runs for 5 Days
-
2 - 6 Sep 9:00 AM - 5:00 PM BST London / Online (AnyWare)
-
9 - 13 Dec 9:00 AM - 5:00 PM GMT London / Online (AnyWare)
-
16 - 20 Mar 9:00 AM - 5:00 PM GMT London / Online (AnyWare)
-
19 - 23 Aug 2:00 PM - 8:00 AM BST New York / Online (AnyWare)
-
23 - 27 Sep 2:00 PM - 8:00 AM BST Herndon, VA / Online (AnyWare)
-
3 - 7 Feb 2:00 PM - 8:00 AM GMT New York / Online (AnyWare)
-
23 - 27 Mar 1:00 PM - 5:00 AM GMT Herndon, VA / Online (AnyWare)
Guaranteed to Run
When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.ITIL Unlimited Access Training Information
You get annual access to an on-demand ITIL MALC course, unlimited retakes of our 5 day instructor-led class, official courseware, and support directly from the course instructor.
-
Prerequisites
- Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
- Must have 17 credits from the other ITIL qualifications, including intermediate, capability, and some earlier qualifications
-
Certification Information
- This course is the final module of the Service Lifecycle and/or Service Capability modules, and leads to the ITIL Expert Qualification in IT Service Management.
-
All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee
Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps. ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.
On-Demand Training Outline
-
Module 00: ITIL®2011: Managing Across the Lifecycle - Course Introduction
-
Module 01: Service Management and Value
- Student perceptions/definitions of Service Management
- In-depth look at value and value concepts
-
Module 02: Service Management Components and Roles
- Processes & Functions
- Managing process activities via RACI
-
Module 03: Key Risk and Knowledge Concepts
- Risk Frameworks
- Risk Frameworks
- Measuring, Mitigating and Reporting Risk
- Knowledge management practises to follow, deploy
-
Module 04: Exercise: MALC Case Study Analysis
- Analysing the MALC Case Study (v1.1)
- Key Elements
-
Module 05: Implement, Assess, Improve Service Management
- Add Service Strategy to your Service Management activities
- Strategic Assessments (SWOT)
- Strategic Assessment Steps
-
Module 06: Assessment Frameworks
- Discussion of several Assessment frameworks
- ITIL® maturity assessments
- ISO/IEC 20000
- COBIT
- Six Sigma
- CMMI
- Gap Analysis
- Benchmarking
- Compare/contrast the various models
- Deming Cycle
-
Module 07: 7-Step Improvement Process
- The 7 steps
- Justifying improvements with a Business Case
-
Module 08: Justifying Improvements Financially
- ROI: Pre- and Post-Program
- Screening and Preference Decisions
- CSI & ROI
-
Module 09: Managing Organisational Change
- Impact of improvements
- Organisational Change via Kotter and others
- Plan/implement Service Management Technologies
-
Module 10: Exercise: Develop Assessment Criteria
- Assignment of Develop Assessment Criteria
- MALC Sample Exam Questions
-
Module 11: Exercise Review: MALC Sample Exam Questions
- Sample Paper 1: Question 1
- Sample Paper 2: Question 6
-
Module 12: Measurements: Metrics
- Measuring Business Value
- Metrics…in Review
- Service Measurement Models
- Designing Measurement Systems
-
Module 13: Measurements: Monitor, Control & Report
- Monitor & Control Systems (Monitoring Loops)
- Types of Reporting based on Monitoring
- Ties to Event Management
-
Module 14: Exercise: Applying Assessment Criteria
- Review of Developing Assessment Criteria
- Assignment of Applying Assessment Criteria
-
Module 15: Integration: Strategic Benefits
- Ensuring strategic benefits
- Building Strategic Benefits into other processes/phases
-
Module 16: Integration: Lifecycle and Phase Inputs & Outputs
- Generic Lifecycle inputs/outputs
- Specific inputs/outputs per lifecycle phase
- Handout: Inputs/Outputs v1
-
Module 17: Integration: Value to the Business Part 1
- Service Management Processes Demonstrating Value
- Value to the Business – Service Strategy & Service Design
-
Module 18: Integration: Value to the Business Part 2
- Service Management Processes Demonstrating Value
- B Value to the Business – Service Transition, Service Operation & CSI
-
Module 19: Integration: Process Interfaces
- Interfaces between all Service Management processes
- Handout: Process Interface Diagram v1
-
Module 20: Exercise: Internet Banking Risks
- Review of Applying Assessment Criteria
- Assignment of Internet Banking Risks
- Exercise Sample Exam Questions
-
Module 21: Exercise Review: MALC Sample Exam Questions
- Sample Paper 1: Question 6
- Sample Paper 2: Question 8
-
Module 22: Managing Services: Requirements & Cross-Lifecycle Support
- Managing requirements
- The SDP
- Cross-lifecycle, cross-support
- Improvements
- Handout: Customer & Users Measuring Satisfaction v1
- Handout: Satisfaction Survey Types v1
-
Module 23: Managing Services: Challenges, Risks, CSFs Part 1
- Challenges and Risks for SS, SD, ST
- CSFs for SS, SD, ST
-
Module 24: Managing Services: Challenges, Risks, CSFs Part 2
- Challenges, Risks and CSFs for SS, SD, ST
- What is your Top 10 list of challenges, risks, CSFs?
-
Module 25: Exercise: Where’s the value?
- Review of Internet Banking Risks
- Assignment of “Where’s the value?”
- MALC Sample Exam Questions
-
Module 26: Exercise Review: MALC Sample Exam Questions
- Sample Paper 1: Question 3
- Sample Paper 2: Question 2
-
Module 27: Governance
- What is governance? How is it defined? ISO/IEC 38500
- Where IT (or business) governance is managed – the ISG
- Management Systems
- Sourcing and Change Governance
-
Module 28: Organisational Structures
- Centralised vs. Decentralised Spectrum
- Organisational Development
- Organisation Structures
-
Module 29: Organising Service Management
- Organising the Lifecycle phases – Considerations
- Competencies of Staffli>
- Service Provider Types
- Organising Service Delivery
- Handout: Advantages/Disadvantages of Sourcing Structures v1
-
Module 30: Exercise: “We’ve been outsourced!”
- Review of “Where’s the value?”
- Assignment of “We’ve been outsourced!”
-
Module 31: Stakeholder Management
- Service Management Stakeholders
- BRM: Managing Stakeholders
-
Module 32: Communication
- Communication through the Lifecycle Phases
-
Module 33: Exercise: Communicating Change
- Review of “We’ve been outsourced!”
- Assignment of Communicating Change
- MALC Sample Exam Questions
ITIL Managing Across the Lifecycle Certification FAQs
-
How will I access my course materials if I choose this method?
Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.
-
What do I need to complete before the instructor-led class?
Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide Suite of books
The Pre-Course Study Guide contains the ITIL Managing Across the Lifecycle (MALC) Certificate Case Study and the ITIL MALC Syllabus, both of which you should read as part of the 28 hours of personal study before attending the course
You should acquire and review the five ITIL core publications, as well as the materials from your ITIL Foundation and Intermediate courses
To prepare you for the exam, homework and study assignments will be provided each night of the course
-
How do I use my exam voucher to take the ITIL MALC exam?
The ITIL MALC exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via PeopleCert (online) or at an eligible testing centre.
-
How do I receive PMI PDU's for the on-demand course?
This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:
- Go to https://www.pmi.org/
- Log in using your registered user name
- Go to myPMI, then select Report PDUs on CCRS
- Select Course or Training category
- Fill in all required information
-
How do I get the ITIL Expert Certification?
- All candidates must hold the ITIL Foundation certificate
- Candidates must have earned a minimum total of 17 credits from the Foundation and Intermediate modules
- The Managing Across the Lifecycle (MALC) module must then be taken and passed to achieve a total of 22 credits, which is the minimum required for the ITIL Expert certificate
Team Training
Related ITIL Intermediate Training
ITIL® v3 Practitioner Certification TrainingITIL® v3 Intermediate: Continual Service Improvement Certification TrainingITIL® v3 Service Lifecycle: Service Strategy TrainingITIL® v3 Intermediate: Operational Support and Analysis Certification TrainingITIL® v3 Intermediate: Service TransitionITIL ® v3 Intermediate: Release, Control and Validation Certification TrainingITIL® v3 Intermediate: Service Design Certification TrainingITIL® v3 Service Capability: Service Offerings and Agreements Certification TrainingITIL® v3 Intermediate: Planning, Protection and Optimisation Certification Training
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