ITIL® Managing Across the Lifecycle (MALC)

SPECIAL NOTES

IMPORTANT: Please read the Prerequisites section below. You must have at least 17 ITIL expert credits in order to take the Managing Across the Lifecycle class and exam.

This course includes a 2- hour multiple-choice exam.

For RAIL (live online instructor-led) sessions: The course will be in session on all five days (8:30am-4:00pm Central Time). This schedule allows you some extra office or study time at the end of each day. After completing the course, you will take the exam through CSME. Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you schedule your exam for within a few days of completing the course.

For face-to-face instructor-led sessions: The exam will be administered from 1:30pm – 3:00pm on the afternoon of the last day.  Students should arrange their return travel accordingly.

COURSE OVERVIEW

This 5-day course gives participants the skills to support an organization’s service delivery by bridging the service lifecycle stages. The course teaches the value of one combined service management practice as opposed to separate subject areas. ITIL® processes and practices, as learnt from the lifecycle and capability streams of the intermediate certificates, are put into a context of delivering this value. Participants learn how to apply and integrate their ITIL® knowledge in the workplace in a tangible way.

PREREQUISITES

• Candidates wishing to be trained and examined for this qualification must already have two (2) credits from the ITIL® Foundation certificate and must, as a minimum, have obtained a further 15 credits to a total of at least 17 credits. Holders of ITIL® Expert Certificate in IT Service Management are also eligible
• Complete at least 30 contact hours for this syllabus as part of a formal, approved training course/scheme. Contact hours are hours of instruction, excluding breaks, with an accredited training organization (ATO) or an accredited e-learning solution
• Complete at least 28 hours of personal study by reviewing foundation and intermediate level knowledge, for example the terms within the terminology list and by reviewing the syllabus and the ITIL® core publications in preparation for the examination

AUDIENCE

• Chief information officers, Senior IT managers, IT managers, Supervisors, IT professionals, IT operations practitioners, IT development practitioners
• Individuals who require a business and management level understanding of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
• Individuals seeking the ITIL® Expert in IT Service Management certificate, for which this qualification is the final mandatory module
• Individuals seeking progress towards the ITIL® Master in IT Service Management, for which the ITIL® Expert in IT Service Management certificate is a prerequisite

COURSE OBJECTIVES

Upon successful completion of the education and examination components related to this qualification, candidates can expect to gain competencies in the following:

• Key concepts of the service lifecycle
• Communication and stakeholder management
• Integrating service management processes across the service lifecycle
• Managing services across the service lifecycle
• Governance and organization
• Measurement
• Implementing and improving service management capability

BENEFITS TO YOU

• Learn how to integrate ITIL® service lifecycle stages, processes and practices
• Apply ITIL® knowledge in the workplace

NEXT STEPS

• Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification

COURSE OUTLINE

Key concepts of the service lifecycle

• Managing services and service management
• The service lifecycle
• Service value across the different stages of the service lifecycle
• Other key concepts

Communication and stakeholder management

• Co-ordination of business relationship management across the service lifecycle, and the role of business relationship management in communication
• Stakeholder management and communication
• The value of good communication and ensuring its flow across the service lifecycle

Integrating service management processes across the service lifecycle

• The integration of service management processes through the service lifecycle
• The impact of service strategy on other service lifecycle stages
• The value of a service lifecycle perspective when designing service solutions
• The inputs and outputs of processes and stages in the service lifecycle
• The value to business and the interfaces of all processes in the ITIL® service lifecycle

Managing services across the service lifecycle

• Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
• How the service design package provides a link between service design, service transition and service operation
• Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages
• Implementing and improving services, using key sources of information for identifying the need for improvement
• The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle

Governance and organization

• Governance
• Organizational structure, skills and competence
• Service provider types and service strategies

Measurement

• Measuring and demonstrating business value
• Determining and using metrics
• Design and development of measurement frameworks and methods
• Monitoring and control systems
• Use of event management tools to increase visibility of the infrastructure and IT service delivery

Implementing and improving service management capability

• Implementing service management
• Assessing service management
• Improving service management
• Key considerations for the implementation and improvement of both the service management practice and the services themselves
• Key considerations when planning and implementing service management technologies

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

For whom it is intended:

• IT Manager
• Network administrator
• Presale/consultant
• Solution architect
• System administrator
• System architect
• System engineer