ITIL - Managing Across the Lifecycle (MALC) - Qualification



  • IT Service Management


  • ITIL - MALC Certification Workshop

Increased competitiveness, complex business processes and technology explosion has lead to a compulsion of specialized skills marked as a mandatory for individuals involved in delivering these business services. Foundation level knowledge is nowadays a pre-requisite for perfoming service management activities, at the same time, it is also important to have specialized knowledge and expertise in handling practical real-life situations.
The ITIL Managing Across the Lifecycle Qualification : a free-standing qualification, but is also the final and mandatory module of the Service Capability and/or Service Lifecycle modules that leads to ITIL Expert Certificate in IT Service Management.
Who should attend?
• Individuals who need a business and management level understanding of the ITIL (2011) core Lifecycle and how it can be applied to improve the quality of IT service provision within an organisation

• Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is the final mandatory module

• Individuals aiming towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

• The attendees would include CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners
Course Prerequisites
Delegates willing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2011 Foundation or V3 Foundation or V2 Foundation plus Bridge Certificate) AND have accumulated an additional 15 credits from the other ITIL qualifications, including the Intermediate qualifications, complementary qualifications and some earlier qualifications which shall be presented as documentary evidence to gain admission. Please refer :
Course Objectives
• Adopt integrated service management processes to manage services across the lifecycle
• Assimilate service lifecycle stages and ITSM processes
• Identification, assessment & management of risks
• Exploit, build, measure, implement and improve service management capabilities
• Managing the planning and implementation of IT service management
• Implement strategic change management and manage organizational changes effectively
• Prepare for and take the ITIL Managing Across the Lifecycle Qualification: Certification Exam
Course Outline
• Introduction to IT Service Management Business and Managerial Issues
• Management of Strategic Change
• Risk Management
• Understanding Organisational Challenges
• Assessment of services
• Communication and stakeholder engagement as well as understanding Complementary Industry Guidance
Course Mode:
• Instructor Led - Complete Classroom Learning with limited class size. The course includes work-based practical activities and discussions as well as real-life case studies.
Course Duration:
• 3 Days (Examination is conducted at the end of 3rd day of training)

Course Deliverables
• Pre-study enrollment pack consisting of ITIL reference materials
• Officially accredited extensive ITIL Courseware
• Real life case studies and practical assignments including extensive review sessions
• Official ITIL sample papers (2 sets)
• Extensive Support (Email/Phone) (Access to Innate Labs - ITIL Forums)
• Earn 30 PMI® PDUs
 100% passing guarantee - Else we pay your re-exam fees
Course Fees Includes:
• ITIL Training Fees
• ITIL 2011 Managing Across the Lifecycle (MALC) Qualification - Certification Examination Fees
• 4-Star Conferencing Facilities including lunch, Tea/Coffee
• Course Deliverables as stated above

Certification Examination Details:
• Examination Format : Multiple choice, scenario-based, gradient scored questions
• Number of Questions : 8
• Pass Score : 70% i.e. 28/40
• Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
• Exam mode : Online or Paper Based Examination fully accredited by APMG-International - UK


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


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



What is this course all about?
This course is the concluding module of the Service Lifecycle and/or Service Capability modules and leads to the ITIL Expert Qualification in IT Service Management. This course fosters on knowledge obtained from the ITIL Intermediate qualifications and progress towards the application and integration of ITIL processes, providing skills that can be utilized evidently in day to day work.
What background do I need?
As mentioned in the Course Details section, you would be requiring to hold ITIL 2011 Foundation Certificate OR ITIL V3 Foundation Certificate OR V2 Foundation plus Bridge Certificate AND have accumulated an additional 15 credits from the other ITIL qualifications, including the Intermediate qualifications, complementary qualifications and some earlier qualifications to attend this course and take the ITIL Certification Exam on the final day of class. Please note that only 6 credits can come from complementary qualifications.
Does this course counted towards the credits for ITIL Expert certification?
Yes. This course is the concluding module of the Service Lifecycle and/or Service Capability modules and leads to the ITIL Expert Qualification Certification in IT Service Management. Please refer:
What are the next  actions/steps to be taken to be an ITIL Expert?
To achieve the ITIL Expert qualification certification, you must gain a total of 17 credit points through the ITIL qualification scheme and then complete this course and pass the associated exam, which would then give you a total of 22 credits. For more information, visit: Qualifications/ITILQualificationLevels/ITILExpertLevel.aspx
Is this course aligned and updated according to the changes of ITIL 2011 Edition?
Yes. This course is updated as per latest ITIL 2011 edition. The updates were designed to:

  • Resolve any errors or inconsistencies in the text and diagrams, both in content and presentation;
  • Address suggestions for change made by the training community to make ITIL easier to teach; and
  • Improve the publications by addressing issues raised in the change control log (these are largely to do with clarity, consistency, correctness and completeness).

This update reflects the evolution of best practices. While the basic principles and concepts of ITIL remain the same, the supporting processes and practices evolve to ensure they continue to be important & relevant and useful in today's service management environment.