ITIL® Expert: Managing Across the Lifecycle

Duration: 5 days
Exam Included: Yes
Qualification: ITIL® Managing Across the Lifecycle and ITIL® Expert Certificate

Description

The purpose of the ITIL® Managing Across the Lifecycle (MALC) course is the final step in you achieving the ITIL® Expert qualification. This focuses on the integration of the service management processes right across the lifecycle, but also includes the key aspects of:

  • Communication
  • Stakeholder management
  • Governance and organisation
  • Measurement
  • Implementing and improving service management capabilities

This five-day course will help you to gain a clear understanding how all the processes across the lifecycle interact, and will convert your knowledge from ‘content’ as learned on previous courses, to ‘application’. So this course will enable you to identify how the service management processes should be implemented and how information should be passed and received from one process to another.

The course ends with a two hour, scenario based, ten question multiple-choice exam, with the pass mark being 35/50 (70%). You will be appropriately prepared for this by our tutors throughout the course. Included in this preparation will be the opportunity to answer practice exam papers, which will raise your confidence levels.

About the courses

This course is split in to modules. The following modules aim to give you a thorough understanding of each course topic:

  • Key Concepts of the Service Lifecycle – this initial unit represents a brief re-cap of key concepts in the ITIL® Service Lifecycle, looked at from a strategic and managerial perspective, as an introduction and foundation for the rest of the syllabus.
  • Communication and Stakeholder Management – this unit covers the value of good communication and ensuring its flow across the Service Lifecycle. It also addresses the effective co-ordination of interaction with both the business and suppliers as key stakeholders.
  • Integrating Service Management Processes across the Service Lifecycle – this unit addresses how to build service management capabilities in order that services flow through the service lifecycle. It includes interfaces between key processes and lifecycle stages.
  • Managing Services across the Service Lifecycle – this unit takes a high-level, holistic view of service management, from the perspective of managing services and service components through the service lifecycle. It focuses on capturing customer and stakeholder needs, measuring service value to ensure that needs are met, and balancing potential conflicts and competing issues with regards to challenges, critical success factors and risks.
  • Governance, Roles, People, Competence and the Organisation – this unit concentrates on governance and the organisational structure required for successful management and delivery of IT services across the service lifecycle.
  • Measurement – this unit focuses on the types of measurements that can be used to support the monitoring of service management activities and IT services throughout the service lifecycle.
  • Implementing and Improving Service Management Capability – this unit covers various techniques for implementing service management capability and for assessing service management maturity and performance to enable effective service management improvement. It also addresses how organisational change can be best achieved

Who Should Attend

The course is applicable to those who:

  • Are an individual who requires a business and management level understanding of the ITIL® core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
  • Are seeking the ITIL® Expert in IT Service Management for which this qualification is the final mandatory module leading to the Expert certification
  • Are seeking to progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite.

Organisational Benefits

Through gaining an understanding of Managing Across the Lifecycle, this will ensure that the IT teams can deliver/implement the required, aligned, processes that will drive benefits for the business, by ensuring that service delivery will meet their expectations.
From the customer’s point of view, that means they are able to completely rely on the IT services to help them achieve their desired results. From the IT team’s perspective, consistently good service delivery means less fire-fighting leading to the ability to take a more proactive approach to service delivery.

Individual Benefits

You will gain an understanding of how to be a more effective – and therefore more valued – team member through the understanding of how to implement or improve the service management processes within your organisation.
By developing your knowledge further, you will likely gain significant experience and kudos over your peers in your organisation, and benefits such as a promotion within your own or other organisations, in order to advance your career will likely become more available!

Materials Provided

  • A full copy of all course slides, with room to make your own notes
  • A full copy of the ITIL® Glossary and Acronym List
  • Course hand outs to aid further understanding, where applicable
  • Sample questions

Prerequisites

  • Candidates wishing to undertake this training course and complete the exam must already have two (2) credits from the ITIL® Foundation certificate and must, as a minimum, have obtained a further fifteen (15) credits to achieve a total of at least seventeen (17) credits.
  • These credits can be obtained from the ITIL® Practitioner and ITIL® Intermediate qualifications. Some credits from earlier ITIL® qualifications and complementary qualifications can also count towards the 15 credits.

Pre-reading

It is not compulsory but it is recommended that you purchase the following volumes:

  • ITIL® Service Strategy
  • ITIL® Service Design
  • ITIL® Service Transition
  • ITIL® Service Operation
  • ITIL® Continual Service Improvement

Exam Overview

The course ends with a 120 minute (30 minutes extra time for non-native English speakers) ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 10 questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. In order to achieve the pass mark, you must achieve at least 35 marks out of possible 50 (70% is the target).
The course does however give you 5 Credits towards the ITIL® Expert qualification.
The examination is taken on the afternoon of the 5th day.

Delivery options
All our courses are available both as public and as a closed group (company internal).

ELearning with Personal Coach

Do you know that you can take this course as a set of pre-recorded videos, at the convenience of your home and at any given time during day and night? To ensure you gain proper level of understanding we can offer you a personal coach.

Learn more here.

Next Steps

Once you have completed your training and passed your exam you have several options available to you for further study and career enhancement.

These include:

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ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Cabinet Office, and is registered in the U.S. Patent and Trademark Office.

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