ITIL® Managing across the Lifecycle (MALC) Certification Training

ITIL Managing across the Lifecycle (MALC)

• 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

  02:40:18Preview

  • 3.1 Welcome

    00:10

  • 3.2 Learning Unit03

    00:56

  • 3.3 Integration Across the Service Lifecycle

    04:08

  • 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

    01:59

  • 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

  01:44:54Preview

  • 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

    02:12

  • 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