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  • Durée: 5 jours
  • Prix régulier: Sur demande

ITIL® 2011 Managing Across the Lifecycle (MALC) with exams

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:

  • The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it.
  • The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.

The intent of the Managing across the Lifecycle (MALC) qualification is to give candidates the skills to support an organization’s service delivery by bridging the service lifecycle stages. The qualification demonstrates that candidates have learned the value of one combined service management practice as opposed to separate subject areas. ITIL processes and practices, as learnt from the lifecycle and capability streams of the intermediate certificates, are put into a context of delivering this value.

The learning outcomes are intended to bring a candidate from ITIL content knowledge to ITIL content application and integration knowledge, and provide skills that can be used in the workplace in a tangible way. Testing and validation of knowledge take place at Bloom's taxonomy level 4 (analysing) and level 5 (evaluating), reflecting the focus on integration when compared with the ITIL intermediate qualifications.

While MALC encompasses the broadest perspectives of service management skills, for example those related to project management and application design, it is not intended to teach these practices, rather to refer to them as contexts for ITIL application. A high-level understanding of these is still expected.

This qualification focuses on strategizing, planning, using and measuring ITIL practices in an integrated functioning model:

  • How the service lifecycle stages form an integrated whole
  • Process integration and interfaces
  • Shared data / information / knowledge.

Course and Learning Objectives

Upon successful completion 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 organization
  • Measurement
  • Implementing and improving service management capability.

In addition, the training for this qualification should include examination preparation, including a mock examination opportunity.

Delivery Methods

This course may be delivered as part of our public class schedule at one of our facilities, as an onsite private class at your facility, or through our virtual classroom. Customization provides the opportunity to design a tailored training program that supports the organization most effectively while still getting the benefits of Technical & Industry Best Practices training. Our training experts will work closely with you to develop a training program based on your organization’s needs. To inquire about fees and delivery options please visit our website at: www.quintgroup.com

Course Approch

This Intermediate Capability training stage focuses on organizing Service Management as a strategic asset. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Managing across the Lifecycle (MALC) certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The integrated case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Course Student Material

Students will receive an ITIL Managing across the Lifecycle classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered

1. RECAP

  • Welcome, course introduction
  • 4 P’s of Service management
  • Service management Concept
  • Service Concept
  • More on Services
  • Service Lifecycle
  • Best Practices in the Public Domain
  • Utility, Warranty and Outcome
  • Stakeholders
  • Services End-To-End
  • Elements of Service Value
  • Service Classifications
  • Organizing Service Management
  • Culture and behaviour
  • RACI
  • Risk Assessment and Management

2. COMMUNICATION AND STAKEHOLDER MANAGEMENT

  • Coordination with BRM
  • Stakeholder Management and Communication
  • Communication flow across the Life Cycle

3. INTEGRATING SERVICE MANAGEMENT PROCESSES

  • The integrated SM Lifecycle
  • Impact of service Strategy
  • Lifecycle Value in designing solutions
  • Service Strategy – inputs and outputs
  • Service Design– inputs and outputs
  • Service Transition – inputs and outputs
  • Service Operation – inputs and outputs
  • CSI– inputs and outputs
  • Service Strategy Business value and Interfaces
  • Service Design Business value and Interfaces
  • Service Transitionvalue and Interfaces
  • Service Operation Business value and Interfaces
  • CSI Business value and Interfaces

4. MANAGING SERVICES ACROSS THE LIFECYCLE

  • Balanced Design
  • Stakeholder assessment
  • The Service design package
  • Managing across Lifecycle Processes
  • Implementing and improving services
  • Lifecycle challenges, CSF’s and risks

5. GOVERNANCE, ROLES, PEOPLE, COMPETENCES

  • Governance
  • Organizational structure, skills and competence
  • Service Provider Types and Service Strategies
6. MEASUREMENT
  • Measuring and demonstrating business value
  • Determining and using metrics
  • Design and development of measurement frameworks and methods
  • Monitoring and controll systems
  • Use of event management tools
7. IMPLEMENTING AND IMPROVING THE SERVICE MANAGEMENT CAPABILITY
  • Implementing Service Management
  • Assessing (benchmarking) Service Management
  • Improving Service Management
  • Key considerations
8. APPENDICES
  • Case study
  • Exercises
  • Sample Exams
  • Glossary
  • Forms
Languages

These sessions are offered in English or in French (FR). The educational material and exam are in English only.

Legal notesThe ITIL® courses on this page are offered by ES3I, Affiliate of Quint Wellington Redwood, which is an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.
About Quint

Quint Wellington Redwood is a leading global independent boutique consulting firm dedicated to resolving IT-related organizational challenges. Operating in more than 49 countries and across four continents, Quint provides sourcing advisory, benchmarking, IT governance, IT service management, lean IT and architecture & security services to leading organizations from all industries, creating and implementing best practices worldwide. Quint was founded to help organizations get more out of IT; not by adding more or new technology, but simply by managing IT better. In its mission of “Dare to Challenge” Quint challenges itself and its clients to implement changes that deliver true results, outperform the competition and create a measurable return on investment. Quint’s vision is to reinvent not only its clients’ organizations, but also the consulting and education industry themselves. Quint provides solution providers and end-user organizations with the latest and best solutions in training and in courseware. Every year over 17,000 individuals choose Quint to fulfill their education needs. Our experienced instructors are recognized as thought leaders and for their outstanding teaching skills. Every Quint instructor has achieved the highest certification in their field of expertise and has undergone a rigorous internal certification before teaching a course. With our global reach you can be assured that, regardless of location, you will be receiving a consistent world-class education tailored to meet your needs.

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