ITIL®- Managing Across the Lifecycle (MALC)

Key Concepts of the Service Lifecycle

• The five stages of the service lifecycle and how they interact with each other
• Service value across the different stages of the service lifecycle
• Other key concepts such as:
  • Core, enabling & enhancing services
  • Organizing for service management
  • Use of the RACI model to define & clarify roles & responsibilities, particularly in interfaces between processes & between service lifecycle stages
  • Risk assessment & risk management
  • Assessing & managing risk in service operation
  • Sharing knowledge across the service lifecycle, & the use of knowledge management

Communication and Stakeholder Management

• Co-ordination of business relationship management across the service lifecycle, & the role of business relationship management in communication
• Stakeholder management and communication
• The value of good communication and ensuring its flow across the service lifecycle

Integrating Service Management Processes Across the Service Lifecycle

• The integration of service management processes through service lifecycle
• The impact of service strategy on other service lifecycle stages
• The value of a service lifecycle perspective when designing service solutions
• The inputs & outputs of processes & stages in the service lifecycle
• The value to business & the interfaces of all processes in ITIL® service lifecycle

Managing Services Across the Service Lifecycle

• Identification & assessment of customer/stakeholder requirements across lifecycle
• How SDP provides a link between service design, service transition & service operation
• Managing cross-lifecycle processes to ensure appropriate impact & involvement at all required service lifecycle stages
• Implementing & improving services, using key sources of information for identifying need for improvement
• The challenges, CSFs & risks of the service lifecycle stages

Governance and Organization

• Governance of Service Management
• Organizational structure, skills and competence
• Service provider types and service strategies

Measurement

• Measuring and demonstrating business value
• Determining and using metrics
• Design and development of measurement frameworks and methods
• Monitoring and control systems
• Use of event management tools to increase visibility of the infrastructure & IT service delivery

Implementing and Improving Service Management Capability

• Implementing service management
• Assessing service management
• Improving service management
• Key considerations for the implementation & improvement of service management practice & services
• Key considerations when planning & implementing service management technologies

ITIL® Managing Across The Lifecycle Exam Details:

This exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor.

• Number of Questions: 8
• Passing Score: 70%
• Duration: 90 minutes
• Format: multiple choice, scenario-based and gradient scored
• Students must present an ITIL® Foundation V2 or V3 certificate plus Bridge Certificate before taking the exam.