ITIL® Managing across the Lifecycle (MALC) Certification Training

The main target group for this course includes, but is not restricted to, Chief Information Officers (CIOs), senior IT managers, IT managers and supervisors, IT professionals, IT operations practitioners, IT development practitioners, and individuals seeking the ITIL Expert in IT Service Management certificate.

To be eligible for the ITIL Managing Across the Lifecycle certification, candidates must have at least 30 contact hours for this syllabus as part of a formal, approved training course or scheme, and two (2) credits from the ITIL Foundation certificate plus a minimum of 15 credits from the ITIL Intermediate certificate. Holders of ITIL Expert certificate in IT service management are also eligible.

• ITIL Managing across the Lifecycle (MALC)

  Preview

  • Learning Unit 00 - Introduction to the Course

    18:30Preview

    • 0.1 Welcome

      00:09

    • 0.2 Introduction to the Course

      01:02

    • 0.3 Agenda

      01:04

    • 0.4 Objective

      00:25

    • 0.5 ITIL 2011 Introduction

      00:59

    • 0.6 ITIL 2011 Intermediate

      00:50

    • 0.7 ITIL Qualification Criteria

      02:07

    • 0.8 Definition of Service Lifecycle

      00:44

    • 0.9 Definition of Service Capability

      00:41

    • 0.10 Difference between Lifecycle and Capability Modules

      00:37

    • 0.11 Managing Across the Lifecycle

      00:48

    • 0.12 Accreditation Institute

      00:42

    • 0.13 MALC Course Objective

      00:43

    • 0.14 Managing Across Life Cycle Target Audience

      01:11

    • 0.15 Exam Pre requisites

      01:23

    • 0.16 ITIL Managing Across the Lifecycle Exam Format

      01:13

    • 0.17 Course Outline

      03:49

    • 0.18 Thank You

      00:03

  • Learning Unit 01 - Key Concepts of the Service Lifecycle

    01:12:05Preview

    • 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

    • Connecting with Processes and Functions RACI Matrix

      02:16

    • 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

    45:10Preview

    • 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 Exercise 1

    • 2.24 Thank You

      00:05

  • Learning Unit 03 - Integrating Service Management Processes Across the Service Lifecycle

    02:40:25Preview

    • 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

      02:17

    • 3.9 Service Design Inputs and Outputs by Lifecycle Stages

      02:51

    • 3.10 Service Transition Inputs and Outputs by Lifecycle Stages

      01:33

    • 3.11 Service Operation Inputs and Outputs by Lifecycle Stages

      01:28

    • 3.12 CSI Inputs and Outputs by Lifecycle Stages

      01:31

    • 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

    • 3.69 Thank You

      00:03

    • 3.70 Exercise 2

  • Learning Unit 04 - Managing Services Across the Service Lifecycle

    01:45:16Preview

    • 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)

      00:56

    • 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

    • 4.48 Thank You

      00:04

    • Exercise 3

  • Learning Unit 05 - Governance and Organisation

    01:06:02Preview

    • 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 Thank You

      00:04

    • 5.33 Exercise 4

  • Learning Unit 06 - Measurement

    49:37Preview

    • 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 Exercise 5

    • 6.25 Thank You

      00:05

  • Learning Unit 07 - Implementing and Improving Service Management Capability

    01:19:44Preview

    • 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

    • Improving Service Management Capability

      00:46

    • 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

    • CSI and Organisational Change

      04:15

    • 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 Exercise 6

    • 7.37 Thank You

      00:05

  • Learning Unit 08 - Summary and Directed Studies

    05:29Preview

    • 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