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Copyright ® BridgingMinds Network Pte Ltd | ITIL® & The Swirl logo™ is a registered trade mark of the Cabinet Office  

ITIL® – MANAGING ACROSS THE LIFECYCLE COURSE OUTLINE

This course is a five-day classroom training relevant for professionals seeking a deeper insight into the effective and efficient management of IT services throughout the ITIL® service lifecycle. The ITIL® Managing Across the Lifecycle Certificate is a free-standing qualification but is also the final module of the Service Lifecycle and/or Service Capability modules that leads to the ITIL® Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge across the contents of the ITIL® publications, focusing on business, management and supervisory objectives, purpose, processes, functions and activities, and on the interfaces and interactions between the processes addressed in the five core ITIL® publications. This course presents the end-to-end view of Management and utilizes all the lifecycle and capabilities activities related to IT Service Management Business and Managerial Issues, Managing the Planning and Implementation of IT Service Management, Management of Strategic Change, Risk Management, Managerial Functions, Organizational Challenges, Project Assessment and Complementary Industry Guidance. The ITIL® Managing Across The Lifecycle (MALC) certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion. Objectives: This course and qualification presents a complete overview of MALC including all its related activities, concepts and processes. Candidates

can expect to gain key competencies related to this certification. • Introduction to IT Service Management Business and Managerial Issues • Management of Strategic Change • Risk Management • Managing the Planning and Implementation of IT Service Management • Understanding Organizational Challenges • Service Assessment • Understanding Complementary Industry Guidance

Outline

1. Introduction to IT Service Management Business and Managerial Issues • Open-loop and closed-loop,

when/where to apply each system • ITSM Monitor Control loops and

Complex Monitor Control loops including how/when the control loops are used

• The benefits and business value in relation to people, process and function, supplier relationships and technological alignment

2. Management of Strategic Change • Value creation and critical success

components of managing strategic change

• Introduce strategic change supported by a business case that defines the business benefits and the benefits realization strategy

• Tangible/intangible business benefits and models for measuring each type of benefit

• Business Value enhancement through Variable Cost Dynamics and alignment of business policy

• IT and Business alignment through Demand Management, service portfolios and service catalogues

3. Risk Management • Risk within the IT and Business

relationship and models for effective evaluation, analysis and identification of Risk

• Management of Risk in the following areas: Service Providers, Contracts, Design, Operations and Markets

   

 enquiry@bridgingminds.net | +65 6635 5590 | www.bridgingminds.net

420 North Bridge Road, #03-20, North Bridge Centre, Singapore 188727 | m: +65 6635 5590 | f: +65 6234 2462 | enquiry@bridgingminds.net | http://www.bridgingminds.net

Copyright ® BridgingMinds Network Pte Ltd | ITIL® & The Swirl logo™ is a registered trade mark of the Cabinet Office  

• Analysis of Business and IT related Risks as measured by specific critical success factors and the Corrective Actions and/or Transfer of Risks

4. Managing the Planning and Implementation of IT Service Management • The Deming cycle ( “Plan, Do, Check,

Act”) • IT Service Management

implementation strategy including policy, strategy, design and transition considerations

• Directing, controlling and evaluating – achieving business goals and using feedback

• Communication, Coordination and Control activities when implementing IT Service Management

5. Understanding Organizational Challenges • Organizational maturity and

organizational structure • Governance models and achieving

and maintaining balance in Service Operations

• Organizational transition 6. Service Assessment

• Service assessment measurements, metrics and monitoring

• The value of benchmarking • Service Portfolio Assessments and

corrective actions 7. Understanding Complementary Industry

Guidance • COBIT, ISO/IEC 20000, CMMI, Balanced

Scorecard, Quality Management, OSI Framework, Annuity, Service Management maturity framework, Six Sigma, Project Management, TQM, Management Governance framework, and tool strategies

Who Should Attend

This course aims at those IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects, IT Operations practitioners and any individual who require a business and management level understanding of the ITIL® lifecycle and how it may be implemented to enhance the quality of IT service provision within the organization.

Prerequisite Candidates wishing to be trained and examined for this qualification must have

• Obtained the ITIL® Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission (2 credits) AND

• Obtained a further 15 credits as a minimum from a balanced selection of ITIL® Service Lifecycle or Capability qualifications. Documentary evidence must be presented to gain admission to this certification level

Certification Delegates who successfully complete the course and pass the examination will be recognized as certified with ITIL® MALC certificate under the APMG certification scheme and qualify for the ITIL® Expert Certification in IT Service Management having acquired 22 credits under the certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.

Pre Course Reading Materials

It is recommended but not mandatory for course participants to complete at least 28 hours of personal study by reviewing the syllabus and the ITIL® Service Lifecycle publications covered under the official ITIL® MALC syllabus in preparation for the examination.

Examination

The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice 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. A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.