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ITIL® Expert: Managing Across the Lifecycle (MALC) (2011 Edition)

Course Outline

1 – Note

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

2 – Course Introduction

3 – Managing Across the Lifecycle

4 – Key Concepts of the Service Lifecycle

Managing Services and Service Management
The Service Lifecycle
Organizing for Service Management
Risk Assessment and Management
Sharing Knowledge

5 – Communication and Stakeholder Management

Using Service Models to Aid Communication

6 – Integrating Service Mangement Processes

7 – Managing Services Across the Service Lifecycle

Identifying and Assessing Needs and Requirements
Role of the Service Design Package
Managing Cross-Lifecycle Processes
Implementing and Improving Services

8 – Governance and Organization

Organizational Structure, Skills and Competence
Service Provider Types and Strategies

9 – Measurement

Determining and Using Metrics
Design and Development of Measurement Frameworks
Service Measurement
Monitoring and Control Systems
Increasing Visibility

10 – Implementing and Improving Service Management Capability

Service Strategy Implementation
Assessing Service Management
SWOT Analysis
GAP Analysis
Assessing Maturity Levels
Aligning Quality and the Cost of Service Provision
Seven-step Improvement Process
Key Considerations
Making the Case for Improvements
Return on Investment for CSI
Managing Organizational and Stakeholder Change
Planning and Implementing Organizational Change
Organizational Change Management
Key Technology Considerations

11 – Additional Sources of Help

12 – Living the Lifecycle Assignments

13 – Case Study

14 – Exam Taking Tips


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