ITIL® MALC Course Introduction Tutorial

0.1 Welcome

Hello and welcome to SimpliLearn’s ITIL®2011 Managing Across the Lifecycle Certification preparation. This is the introductory lesson, provided by Simplilearn on MALC. I am “Alex” who will be with you throughout this e-learning session. This course consists of 8 learning units apart from this introductory lesson. Therefore it is important that you go through this lesson before accessing the remaining 8 learning units. So what are we waiting for? Let’s begin with the introductory lesson agenda.

0.3 Agenda

We will first begin with the objective of this lesson followed by few recap topics that you might have covered during your ITIL foundation level. The topics we will cover are ITIL basic introduction, ITIL intermediate and its relevant topics. This is followed by information about the accreditation institute, MALC course description and its objective. We will then look at who can attend this course. Next, moving to the exam section, we will learn about the exam prerequisites or the eligibility criteria for attending this course, exam format and the exam tips to help you achieve this certification. Lastly we will look at the MALC course outline and the duration required for each learning unit. So go ahead and experience this courseware. We will begin with the objectives of the course in the next slide.

0.4 1.Objective

The objective of this introductory lesson is to: Educate you on the courseware that Simplilearn offers. Help you on how this online course works. Ensure that you are aware of all the topics and sub topics covered in this course. Let’s now move on to refresh our knowledge on ITIL basics in the next slide.

0.5 2.ITIL 2011 Introduction

“ITIL” is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. Adopting ITIL can offer users a huge range of benefits that include: improved IT services; reduced costs; improved customer satisfaction through a more professional approach to service delivery; improved productivity; improved use of skills and experience; and improved delivery of third party service. We will study more about ITIL in the next learning unit. Let us now understand the ITIL intermediate which is the next level in ITIL certification.

0.6 3.ITIL 2011 Intermediate

ITIL® 2011 intermediate level is the next level after ITIL foundation. ITIL intermediate level has a modular structure with each module focusing on different aspects of ITIL. They are service lifecycle and service capability. The intermediate modules focuses more on detail oriented study than the foundation level and is an industry-recognised qualification. Well, on completion of your ITIL foundation and prior to choosing this course, I am sure the thought of how one can become ITIL expert must have crossed your mind. Let’s get the answer to this in the next slide.

0.7 3.1 ITIL Qualification Criteria

Let us have a brief look at the ITIL certification path: The diagram in the slide is the graphical depiction of the ITIL certification path. ITIL certification path is based on credit point system i.e. (pronounced as that is) you need to accumulate 9 credit points at each stage till expert. ITIL foundation is the first certification which gives you 2 credit points on certification. On completion of the foundation level you become eligible to appear for intermediate level where you can choose from the two streams .1: Life cycle and 2: Capability. I’m sure by now you are certified in either of the two streams courses before appearing for the MALC exam. Also, you must be aware that the lifecycle modules consists of the standard five lifecycle phases as exams which provide 3 credits each and the capability modules are more focused towards implementation content and have 4 exams which provide 4 credits each. You can choose any one of the modules from either streams or make a combination on the basis of your experience in industry. Thus, at this level, the minimum credit requirement is 15. Once you accumulate 15 point plus 2 of foundation i.e. (pronounced as that is) 17 credit points makes you eligible for third level i.e. (pronounced as that is) MALC (pronounced as M-A-L-C) which provides you 5 credit points. Once you are certified MALC your final score credit becomes 22. To become an ITIL expert there is no separate exam, you need to accumulate 22 credits to get the ITIL EXPERT certificate. Let us reiterate on service lifecycle and its modules in the next slide.

0.8 3.2 Definition of Service Lifecycle

The service lifecycle modules are for candidates who aspire to handle a management or team lead role which requires a broad management focus on ITIL practice areas. It is also for candidates who work or co-ordinate across teams or manages multiple capability areas. The different modules under service lifecycle are: Service Strategy (SS) Service Design (SD)Service Transition (ST) Service Operation (SO) Continual Service Improvement (CSI) Similarly, let’s look at service capability in the next slide.

0.9 3.3 Definition of Service Capability

Service capability modules are for the candidates who aspire to specialise in process-level knowledge in one or more processes which focuses more on day to day execution. The different modules under service capability are: Service Offerings and Agreements (SOA) Release, Control and Validation (RCV) Operational Support and Analysis (OSA)Planning, Protection and Optimization (PPO) As we have an understanding of both the streams, let us understand the differences between them in the next slide.

0.10 3.4 Difference between Lifecycle and Capability Modules

Here is the difference between the lifecycle and capability. If you observe, you will see that lifecycle is mainly phase oriented whereas capability is process oriented. Also lifecycle focuses on individuals who work “ON” the process whereas capability focuses on individuals who are “IN” the process. Take few minutes to learn more about the differences on this slide. Once you’re done, move on to learn about MALC.

0.11 3.5 Managing Across the Lifecycle

Managing across the lifecycle is the last step in achieving the ITIL expert certification. Therefore it is mainly focused on individuals who want to become “ITIL Experts.” On completing MALC an individual can apply the ITIL knowledge and it provide skills that can be used in the workplace in a tangible way. We have already discussed on the credit system in the certification path slide. However, just to mention the MALC certification gives you 5 credit points. Now, let us proceed to look at the accreditation institute for ITIL in the next slide.

0.12 4 Accreditation Institute

The governing body for ITIL®2011 Foundation and intermediate is The Cabinet Office, UK. Simplilearn is accredited by APMG and TUV as an ITIL® Foundation & Intermediate Training provider. Also, Simplilearn is an Accredited Examination Centre (AEC) by APMG, TUV & EXIN to conduct these exams. So, this has been our basic introduction on ITIL, let us now focus on the MALC course objective.

0.13 5 MALC Course Objective

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 organisation Measurement Implementing and improving service management capability. In the next slide we will look at who can attend this course.

0.14 6 Managing Across Life Cycle Target Audience

The main target group for MALC includes: 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 organisation. 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. Let us now look at the exam prerequisites for this course in the next slide.

0.15 7 Exam Pre requisites

To be eligible for the MALC Certification course: Candidates must have undertaken 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 organisation (ATO) or an accredited e-learning solution. 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. 15 credits can be obtained from ITIL Intermediate qualifications. Some credits from earlier ITIL qualifications and complementary qualifications can also count towards 15 credits. Holders of ITIL expert certificate in IT service management are also eligible. Documentary evidence of all credits must be presented by candidates for the MALC qualification. In the next slide we will discuss about the MALC exam format.

0.16 8 ITIL Managing Across the Lifecycle Exam Format

ITIL 2011 MALC Exam consists of Eight (10) Multiple Choice Questions, which will be scenario based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distracter and achieves no marks. The duration of the exam is 120 Minutes. As a prerequisite you need to have an ITIL 2011 foundation certificate OR ITIL V2 foundation certificate plus bridge certificate AND completion of an accredited course from an ITIL accredited training provider. It is a supervised exam and closed book. You need to acquire a minimum pass score of 70% in the exam. In the next slide we will look at the MALC course outline and the duration required for each learning unit.

0.17 9 Course Outline

Let me give you an overview of all the learning units of this tutorial. In all, we have 8 learning units including the introductory lesson which we will be completing in few minutes. Let’s look at the other learning units now: Learning unit 1 discusses the key concepts of the service lifecycle. This learning unit represents a brief re-cap of key concepts in the ITIL service lifecycle from a strategic and managerial perspective, as an introduction and foundation for the rest of the syllabus. This unit considers both the perspective of integrating service management processes across the lifecycle and the perspective of managing services across the lifecycle. Learning unit 2 is all about communication and stakeholder management. This learning unit covers the value of good communication and ensuring its flow across the service lifecycle. It also addresses the effective co-ordination of interaction with both the business and suppliers as key stakeholders. Learning unit 3 is on integrating service management processes across the service lifecycle. This learning unit addresses how to build service management capabilities in order that services flow through the service lifecycle. It includes interfaces between key processes and lifecycle stages. Learning unit 4 is about managing service across the service lifecycle. This learning unit takes a high-level, holistic view of service management, from the perspective of managing services and service components through the service lifecycle. It focuses on capturing customer and stakeholder needs, measuring service value to ensure that needs are met and balancing potential conflicts and competing issues with regards to challenges, critical success factors and risks. Learning unit 5 covers governance, roles, people, competence and the organisation. This learning unit concentrates on governance and the organisational structure required for successful management and delivery of IT services across the service lifecycle. Starting with the need for governance, it covers the people, skills and competencies, the types of service providers and organisational structures. Learning Unit 6 is about measurement. This unit focuses on the types of measurements that can be used to support the monitoring of service management activities and IT services throughout the service lifecycle. Learning Unit 7 is about Implementing and improving service management capability. This unit covers various techniques for implementing service management capability and for assessing service management maturity and performance to enable effective service management improvement. It also addresses how organisational change can be best achieved. Learning Unit 8 is the last unit of the module which is the summary, exam preparation and directed studies. A case study is provided with exercises which will help you to practice for the exam. Let us now proceed to the key concepts of service lifecycle.

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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