MyPage is a personalized page based on your interests.The page is customized to help you to find content that matters you the most.


I'm not curious

ITIL® Managing across the Lifecycle (MALC) Certification Training

Course Summary

As the final module within the ITIL Service Lifecycle training, the ITIL Managing Across the Lifecycle (MALC) course will establish your ability to integrate service management processes across the full spectrum of IT practices. You’ll learn to define management objectives, purposes and functions; implement and improve service capabilities, and manage governance within the ITIL framework – the standard that sets international quality benchmarks for IT professionals around the world.


  • +

    Course Syllabus


    Course preview

    ITIL Managing across the Lifecycle (MALC)

    Learning Unit 00 - Introduction to the Course 18:30

    0.1 Welcome 00:09

    0.2 Introduction to the Course 01:02

    0.3 Agenda 01:04

    0.4 1.Objective 00:25

    0.5 2.ITIL 2011 Introduction 00:59

    0.6 3.ITIL 2011 Intermediate 00:50

    0.7 3.1 ITIL Qualification Criteria 02:07

    0.8 3.2 Definition of Service Lifecycle 00:44

    0.9 3.3 Definition of Service Capability 00:41

    0.10 3.4 Difference between Lifecycle and Capability Modules 00:37

    0.11 3.5 Managing Across the Lifecycle 00:48

    0.12 4 Accreditation Institute 00:42

    0.13 5 MALC Course Objective 00:43

    0.14 6 Managing Across Life Cycle Target Audience 01:11

    0.15 7 Exam Pre requisites 01:23

    0.16 8 ITIL Managing Across the Lifecycle Exam Format 01:13

    0.17 9 Course Outline 03:49

    0.18 Thank You 00:03

    Learning Unit 01 - Key Concepts of the Service Lifecycle 1:09:49

    1.1 Welcome 00:09

    1.2 Key Concepts of the Service Lifecycle 00:52

    1.3 ITIL The Library Constituents 02:30

    1.4 Managing Services and Service Management 02:33

    1.5 Managing Services and Service Management 01:22

    1.6 Managing Services and Service Management 00:41

    1.7 The Service Lifecycle 01:24

    1.8 The Service Lifecycle 02:50

    1.9 The Service Lifecycle 04:18

    1.10 The Service Lifecycle 03:45

    1.11 The Service Lifecycle 02:56

    1.12 The Service Lifecycle 01:36

    1.13 Concept of Service Value 01:39

    1.14 Concept of Service Value 01:40

    1.15 Value to Business Service Strategy 02:35

    1.16 Value to Business Service Strategy 02:24

    1.17 Value to Business Service Strategy 01:46

    1.18 Value to Business Service Strategy 01:59

    1.19 Realising Business Value in Service Operation 01:35

    1.20 Realising Business Value in Service Operation 02:25

    1.21 Service Value in Service Transition 01:41

    1.22 Using Service Measurement and Monitoring to Support Lifecycle 01:40

    1.23 Process 01:32

    1.24 Organising IT Service Management Process Definition 01:10

    1.25 Characteristics of a Process 01:35

    1.26 Organising IT Service Management Organisation Structure 03:19

    1.27 Connecting with Processes and Functions RACI Matrix

    1.28 Risk Management 02:24

    1.29 Management of Risk(M o R) Framework 02:35

    1.30 ISO 31000 Risk Management Approach 02:27

    1.31 ISOIEC 27001 02:07

    1.32 Risk IT 01:19

    1.33 Knowledge Management and SKMS 01:52

    1.34 Knowledge Management and SKMS 01:44

    1.35 Knowledge Management and SKMS 01:43

    1.36 Summary 01:36

    1.37 Thank You 00:06

    Learning Unit 02 - Communication and Stakeholder Management 45:10

    2.1 Welcome 00:08

    2.2 Communication and Stakeholder Management 00:37

    2.3 Business Relationship Management Across Service Lifecycle 05:20

    2.4 Business Relationship Management Across Service Lifecycle 05:11

    2.5 Role of Business Relationship Management 03:06

    2.6 Stakeholder Management and Communication 02:42

    2.7 Stakeholder Management Strategy 01:52

    2.8 Stakeholder Management Strategy 01:08

    2.9 Stakeholder Management Strategy 02:14

    2.10 Stakeholder Map and Analysis 01:15

    2.11 Service Model 02:21

    2.12 Service Model 00:29

    2.13 Communication Strategy 00:49

    2.14 Communication Strategy 02:48

    2.15 Communication Strategy 02:36

    2.16 Communication Strategy 01:33

    2.17 Communication Strategy 01:57

    2.18 Communication Service Design 01:58

    2.19 Communication Service Transition 01:51

    2.20 Communication Service Operation 03:18

    2.21 Communication CSI 01:20

    2.22 Summary 00:32

    2.23 Exercise1

    2.24 Thank You 00:05

    Learning Unit 03 - Integrating Service Management Processes Across the Service Lifecycle 2:30:45

    3.1 Welcome 00:10

    3.2 Learning Unit03 00:58

    3.3 Integration Across the Service Lifecycle 04:11

    3.4 Impact of Service Strategy on Other Lifecycle Stages 04:01

    3.5 Impact of Service Strategy on Other Lifecycle Stages 02:16

    3.6 Service Lifecycle Perspective Designing Service Solutions 02:01

    3.7 Service Perspective Designing Service Solutions 02:33

    3.8 Service Strategy Inputs and Outputs by Lifecycle Stages

    3.9 Service Design Inputs and Outputs by Lifecycle Stages

    3.10 Service Transition Inputs and Outputs by Lifecycle Stages

    3.11 Service Operation Inputs and Outputs by Lifecycle Stages

    3.12 CSI Inputs and Outputs by Lifecycle Stages

    3.13 Value to Business Strategy Management for IT Services 02:00

    3.14 Strategy Management for IT Services Interfaces 02:59

    3.15 Value to Business Service Portfolio Management 01:43

    3.16 Service Portfolio Management Interfaces 05:34

    3.17 Value to Business Financial Management for IT Services 01:58

    3.18 Financial Management for IT Services Interfaces 03:04

    3.19 Value to Business Demand Management 01:28

    3.20 Demand Management Interfaces 03:50

    3.21 Value to Business Business Relationship Management 02:05

    3.22 Business Relationship Management Interfaces 04:31

    3.23 Value to Business Design Coordination 02:30

    3.24 Design Coordination Interfaces 04:54

    3.25 Value to Business Service Catalogue Management 02:17

    3.26 Service Catalogue Management Interfaces 02:19

    3.27 Value to Business Service Level Management 02:32

    3.28 Service Level Management Interfaces 02:46

    3.29 Value to Business Supplier Management 01:11

    3.30 Supplier Management Interfaces 03:10

    3.31 Value to Business Capacity Management 02:59

    3.32 Capacity Management Interfaces 01:38

    3.33 Value to Business Availability Management 01:56

    3.34 Availability Management Interfaces 02:53

    3.35 Value to Business IT Service Continuity Management 01:26

    3.36 IT Service Continuity Management Interfaces 02:23

    3.37 Value to Business Information Security Management 01:49

    3.38 Information Security Management Interfaces 03:59

    3.39 Value to Business SACM 03:07

    3.40 Service Asset and Configuration Management Interfaces 02:21

    3.41 Value to Business Change Management 04:01

    3.42 Change Management Interfaces 05:04

    3.43 Value to Business Release and Deployment Management 01:54

    3.44 Release and Deployment Management Interfaces 02:25

    3.45 Value to Business Transition Planning and Support 01:26

    3.46 Transition Planning and Support Interfaces 02:11

    3.47 Value to Business Service Validation and Testing 01:28

    3.48 Service Validation and Testing Interfaces 01:37

    3.49 Value to Business Change Evaluation 01:26

    3.50 Change Evaluation Interfaces 01:41

    3.51 Value to Business Knowledge Management 01:46

    3.52 Knowledge Management Interfaces 00:45

    3.53 Value to Business Event Management 02:15

    3.54 Event Management Interfaces 02:56

    3.55 Value to Business Incident Management 01:54

    3.56 Incident Management Interfaces 03:11

    3.57 Value to Business Request Fulfillment 01:46

    3.58 Request Fulfillment Interfaces 02:34

    3.59 Value to Business Problem Management 01:54

    3.60 Problem Management Interfaces 03:23

    3.61 Value to Business Access Management 01:31

    3.62 Access Management Interfaces 02:50

    3.63 Value to Business Seven Step Improvement Process 01:23

    3.64 Seven Step Improvement Process Interfaces 01:53

    3.65 Seven Step Improvement Process Interfaces 01:42

    3.66 Seven Steps Improvement Role Of Other Processes 03:28

    3.67 Summary 00:46

    3.68 Exercise2

    3.69 Thank You 00:03

    Learning Unit 04 - Managing Services Across the Service Lifecycle 1:44:20

    4.1 Welcome 00:09

    4.2 Managing Services Across the Service Lifecycle 01:22

    4.3 Identification and Assessment of Customer and Stakeholder Needs Across Service Lifecycle 01:32

    4.4 Identification and Assessment of Customer and Stakeholder Needs Across Service Lifecycle 01:34

    4.5 Identification and Assessment of Customer and Stakeholder Needs Across Service Lifecycle 01:49

    4.6 Identification and Assessment of Customer and Stakeholder Needs Across Service Lifecycle 02:20

    4.7 Identification and Assessment of Customer and Stakeholder Needs Across Service Lifecycle 02:20

    4.8 Service Models and SDP 02:02

    4.9 SDP as a Link Between Service Design Transition and Operation 01:33

    4.10 SDP as a Link Between Service Design Transition and Operation 03:24

    4.11 Flow of Knowledge Experience Skills Between Lifecycle Stages 01:39

    4.12 Flow of Knowledge Experience Skills Between Lifecycle Stages 01:49

    4.13 Flow of Knowledge Experience Skills Between Lifecycle Stages 02:56

    4.14 Flow of Knowledge Experience Skills Between Lifecycle Stages 02:28

    4.15 Flow of Knowledge Experience Skills Between Lifecycle Stages 02:34

    4.16 Flow of Knowledge Experience Skills Between Lifecycle Stages 02:17

    4.17 Service Transition in Early Stages of Service Lifecycle 01:48

    4.18 Service Transition in Early Stages of Service Lifecycle 02:08

    4.19 Service Rehearsals 01:48

    4.20 Service Rehearsals 02:40

    4.21 Service Level Management 02:31

    4.22 Service Level Management Review Meeting 02:29

    4.23 Business Relationship Management and Customer Satisfaction 03:51

    4.24 Customer Satisfaction Surveys 03:47

    4.25 Survey Techniques(12)

    4.26 Survey Techniques (22) 01:01

    4.27 Strategic Assessment(12) 07:00

    4.28 Strategic Assessment(22) 03:33

    4.29 Service Strategy Challenges 03:13

    4.30 Service Strategy Risks 03:39

    4.31 Service Strategy CSFs 00:59

    4.32 Service Design Challenges 02:19

    4.33 Service Design Risks 02:38

    4.34 Service Transition Challenges 02:09

    4.35 Service Transition Risks 02:08

    4.36 Service Transition CSFs 02:01

    4.37 Service Operation Challenges(12) 01:55

    4.38 Service Operation Challenges(22) 03:31

    4.39 Service Operation Risks 03:39

    4.40 Service Operation CSFs(13) 02:03

    4.41 Service Operation CSFs (23) 02:18

    4.42 Service Operation CSFs(33) 01:12

    4.43 CSI Challenges 01:55

    4.44 CSI Risks 01:21

    4.45 CSI CSFs 01:29

    4.46 Summary 01:23

    4.47 Exercise3

    4.48 Thank You 00:04

    Learning Unit 05 - Governance and Organisation 1:06:02

    5.1 Welcome 00:08

    5.2 Governance and Organisation 01:02

    5.3 Importance and Impact of Good Governance 01:46

    5.4 Governance 01:33

    5.5 Governance 02:53

    5.6 Governance and Management 02:27

    5.7 IT Governance 01:48

    5.8 Sourcing Governance 02:11

    5.9 Role of IT Strategy or Steering Group(ITSG) 03:05

    5.10 Authorising Changes 02:00

    5.11 Authorising Changes 01:16

    5.12 Role of Change Advisory Board 02:35

    5.13 Establishing and Maintaining a Service Management System 02:52

    5.14 Stages of Organisational Development 03:56

    5.15 Organisation Departmentalisation 02:03

    5.16 Service Provider Organisation Structure 02:45

    5.17 Service Design Organisation Structure for Small Organisation 01:03

    5.18 Service Design Organisation Structure for larger Organisation 01:02

    5.19 Service Transition Organisation Structure for Small Organisation 01:36

    5.20 Service Transition Organisation Structure for Large Organisation 01:29

    5.21 Organisational Context for Transitioning a Service 01:45

    5.22 Functions and Activities in Organisational Structuring 02:42

    5.23 Functions within Service Operation 03:42

    5.24 Competence and Skills for Service Management 01:55

    5.25 Competence and Skills for Service Management 02:29

    5.26 Organisational Development 02:42

    5.27 Service Provider Types 02:25

    5.28 Customer Decisions on Service Provider Types 03:28

    5.29 Selecting Service Delivery Strategies(12) 01:44

    5.30 Selecting Service Delivery Strategies(22) 02:49

    5.31 Summary 00:47

    5.32 Exercise4

    5.33 Thank You 00:04

    Learning Unit 06 - Measurement 49:37

    6.1 Welcome 00:09

    6.2 Measurement 01:15

    6.3 Measuring and Demonstrating Business Value 02:13

    6.4 Measuring and Demonstrating Business Value 02:11

    6.5 Service Measurements 02:31

    6.6 7 Step Improvement Process 05:43

    6.7 Metrics 01:45

    6.8 CSFs and KPIs 01:52

    6.9 CSFs and KPIs 01:22

    6.10 CSFs and KPIs 01:33

    6.11 CSFs and KPIs 01:22

    6.12 Measurements and Metrics 02:58

    6.13 Design and Development of Service Measurement Framework 03:06

    6.14 Design and Development of Service Measurement Framework 01:31

    6.15 Design and Development of Service Measurement Framework 02:12

    6.16 Designing Measurement Methods and Metrics Metrics Tree 03:48

    6.17 Monitoring,Reporting and Control 02:28

    6.18 Monitor Control Loop 01:58

    6.19 Complex Monitor Control Loop 01:44

    6.20 The ITSM Monitor Control Loop 03:45

    6.21 Levels of Monitoring 01:29

    6.22 Use of Event Management Tool to Increase Visibility of the Infrastructure and IT Service Delivery 01:59

    6.23 Summary 00:38

    6.24 Exercise5

    6.25 Thank You 00:05

    Learning Unit 07 - Implementing and Improving Service Management Capability 1:14:43

    7.1 Welcome 00:09

    7.2 Implementing and Improving Service Management Capability 01:33

    7.3 Implementing Service Management 02:08

    7.4 Implementing Service Management 04:10

    7.5 Assessing Service Management Strategic Assessment 05:20

    7.6 Assessing Service Management SWOT analysis 02:47

    7.7 Assessing Service Management GAP analysis 02:00

    7.8 Assessing Service Management 01:44

    7.9 Assessing Service Management Assessments 01:54

    7.10 Assessing Service Management contd 02:59

    7.11 Assessing Service Management 02:26

    7.12 Assessing Service Management ISO IEC 20000 01:49

    7.13 Assessing Service Management CMMI 01:55

    7.14 Assessing Service Management COBIT 01:51

    7.15 Assessing Service Management Six sigma 01:31

    7.16 Assessing Service Management Benchmarking 02:23

    7.17 Assessing Service Management 02:21

    7.18 Assessing Service Management 02:14

    7.19 Improving Service Management CSI register 02:25

    7.20 Improving Service Management CSI Register

    7.21 Improving Service Management CSI Approach 02:13

    7.22 Improving Service Management Deming Cycle 02:48

    7.23 Improving Service Management 7 Step Improvement Process 00:53

    7.24 Return on Investment 01:45

    7.25 Return on Investment 01:40

    7.26 Return on Investment 01:19

    7.27 Return on Investment 01:09

    7.28 Return on Investment Pre programme ROI 04:10

    7.29 Return on Investment 03:17

    7.30 Organisational Change 02:28

    7.31 Managing Organisation and Stakeholder Change 04:05

    7.32 CSI and Organisational Change

    7.33 Planning and Implementing Service Management Technologies 03:00

    7.34 Planning and Implementing Service Management Technologies 01:18

    7.35 Summary 00:54

    7.36 Exercise6

    7.37 Thank You 00:05

    Learning Unit 08 - Summary and Directed Studies 05:29

    8.1 Welcome 00:08

    8.2 Summary and Directed Studies 00:22

    8.3 Case Studies,Directed Studies and Glossary 00:07

    8.4 Checkpoints 00:29

    8.5 Case Study 00:27

    8.6 Case Study 00:17

    8.7 Case Study 00:28

    8.8 Case Study 00:22

    8.9 Case Study 00:26

    8.10 Case Study 00:19

    8.11 Exercise Based on the Case Study 00:10

    8.12 Exercise 1 00:16

    8.13 Exercise 2 00:22

    8.14 Exercise 3 00:16

    8.15 Exercise 4 00:13

    8.16 Exercise 5 00:14

    8.17 Exercise 6 00:14

    8.18 Thank You 00:19

    That was just a sneak-peak into the lesson.
    Enroll for this course and get full access.
    Enroll now


Course Fee:
USD 799

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

Attended this course?

Back to Top

Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
Hidden Image Url

Back to Top