ITIL®ManagingAcrosstheLifecycle(MALC)CourseSyllabus(v1.2)

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1. CourseDescriptionTheintentoftheManagingacrosstheLifecycle(MALC)qualificationistogivecandidatestheskillstosupportanorganization’sservicedeliverybybridgingtheservicelifecyclestages.Thequalificationdemonstratesthatcandidateshavelearnedthevalueofonecombinedservicemanagementpracticeasopposedtoseparatesubjectareas.ITILprocessesandpractices,aslearnedfromthelifecycleandcapabilitystreamsoftheintermediatecertificates,areputintoacontextofdeliveringthisvalue.Thisqualificationfocusesonstrategizing,planning,usingandmeasuringITILpracticesinanintegratedfunctioningmodel:

• Howtheservicelifecyclestagesformanintegratedwhole

2. CourseDuration

• Processintegrationandinterfaces• Shareddata/information/knowledge.

Thisisanintensivefive-daycoursethatincludestheofficialAPMGcertificationexam.

3. WhatYouWillLearnUponsuccessfulcompletionoftheeducationandexaminationcomponentsrelatedtothiscourse,candidatescanexpecttogaincompetenciesinthefollowing:

• Keyconceptsoftheservicelifecycle• Communicationandstakeholdermanagement• Integratingservicemanagementprocessesacross

theservicelifecycle• Managingservicesacrosstheservicelifecycle

• Governanceandorganization• Measurement• Implementingandimprovingservice

managementcapability.

Inaddition,thetrainingforthisqualificationincludesexaminationpreparation,includingamockexaminationopportunity.

ThiscoursewillbeyourfinalstepinachievingtheITILExpertqualification.

4. Prerequisites• TheITILFoundationCertificationinITServiceManagementortheITILv2tov3FoundationBridgeequivalent.• Candidateswishingtobetrainedandexaminedforthisqualificationmustalreadyhavetwo(2)creditsfrom

theITILFoundationcertificateandmust,asaminimum,haveobtainedafurther15creditstoatotalofatleast17credits.

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5. StudentResponsibilitiesStudentsmustcompleteatleast21hoursofpersonalstudybyreviewingtheServiceTransitionpublicationpriortothecoursestartandallowingforaminimumof90minutesofstudypereveningduringthecourse.

Candidatesmusthaveundertakenatleast30contacthoursforthissyllabusaspartofaformal,approvedtrainingcourse/scheme.Contacthoursarehoursofinstruction,excludingbreaks,withanaccreditedtrainingorganization(ATO)oranaccreditede-learningsolution.

Note:ThisITILbookisnotincludedwiththecourse.

6. ProfessionalQualificationThis5-daycourseincludesthemultiplechoicequestion,scenario-based,gradientscoredcertificationexamcompletedattheendofthelastday.

• Itisrecommendedthatlearnerscompleteatleast28hoursofpersonalstudybyreviewingthesyllabusandthecoreITILpublicationsinpreparationfortheexamination.

• Theexamisaclosedbookexamwithten(10)multiplechoice,gradientscoredquestionsthatarebasedonasinglecasestudy.Thecasestudyisthesameasprovidedwiththemockexaminthetrainingcourse.Candidatesareexpectedtohavethoroughlyreviewedthecasestudypriortotakingtheexam.

• Examdurationisamaximum120minutesforallcandidatesintheirrespectivelanguage.Note:Candidatestakingtheexaminationinalanguageotherthantheirfirstlanguage,and/orlivinginacountrywherethelanguageoftheexamisnotabusinesslanguageinthecountry,haveamaximumof150minutesandareallowedtouseadictionary.

• Eachquestionwillhavefourpossibleansweroptions:one,whichisworth5marks,oneworth3marks,oneworth1mark,andonewhichisadistracterandachievesnomarks.

• Passscoreis35/50or70%.

Successfulcompletionofthiscourseandexamprovides5pointsofthenecessary15‘electives’toachievetheITILExpertcertification(2pointsforFoundationand5pointsforManagingAcrosstheLifecyclearemandatory).

7. CourseDocumentationEachstudentwillreceiveafullcolorcoursebindercontaininglecturenotes,in-courseexercisesandanswers,homework,practicequestionsandapracticeexam.

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8. AdditionalDetailsontheCourseManagingAcrosstheLifecycle(MALC)isthefinalandlaststepforITprofessionalsbeforetheyjoinaselectgroupwhoareITILExperts.MALCisthecapstonecoursethatenableslearnerstobridgethelifecyclestagesofITILandtrulyhelpanorganizationintegrateprocesses,responsibilities,andothersubjectsintoacohesiveservicemanagementapproach.Tosucceed,candidatesmuststrategize,plan,use,andmeasureITILprinciplesinanintegratedapproach.TheMALCtrainingprogramprovidesanextgenerationlearningexperiencethatoptimallypreparesaspiringITILExpertsforrealworldITILchallenges.Thecourseimmersestheminarealisticcasestudyand5strategicassignmentsthatlearnershavetomanagealoneorinsmallgroups.TheMALCexperienceaskscandidatestoconductastrategicassessment,manageorganizationalchallenges,developanimplementationplan,buildabusinesscase,andmanagethestrategicchangeprogramforanorganization.Thisisanon-PowerPoint,non-lecturecourse;afullhands-oncasestudyexperience.

CourseDetailedDescription:TheITILManagingAcrosstheLifecycleCertificate(MALC)isthefinalcomponentthatleadstotheITILExpertinITServiceManagementqualification.Thiscourseisavailableasa5-dayClassroomtrainingprogram.

TheManagingAcrosstheLifecyclecoursebuildsontheknowledgeandexperiencethatlearnersobtainedintheIntermediatecourses.Learnersarerequiredtoapplythisknowledge,aswellastheexperiencetheyhaveobtainedperformingservicemanagementfunctions.TherearefivestrategicassignmentsdevelopedaroundtheRoyalPhrayaHotelchain.However,inthisnewcourse,thechainhasexpandedtheirbusinesstoothercountriesaroundtheglobe.Thescenariosbuilduponeachother,whichmeansthat,asinreallife,ifyoumakemistakesatthebeginning,itwillcomebacktoyoulater.EachofthescenarioscoversmultiplelearningobjectivesfromtheMALCsyllabus.Additionally,theentiresyllabusisfullycoveredinthecourse.Learners,whoperformwellinthisadvancedtrainingprogram,willdowellinthefinalMALCexam.

TheRoyalPhrayahasjustconductedanacquisitionandlearnershavetoassistmanagementintheintegration.Whendoingso,theywillbeaskedtoanalyzeandapplyITILconceptsandapplythesetothesituation;andsynthesizeandevaluateinformationtocreateameaningfulresultforthehotel.Learnersworkinsmallteams,oroperateindividually,andwhenworkinginteamstheirteamrolesrotate.Eachteammembermustleadatleastonestrategicassignment.Duringthecourse,theinstructorplaystheroleofthetechnologymanageroftheRoyalPhrayaHotelchain.

WedeliveranextgenerationlearningexperiencewiththeMALCtrainingprogram.ThisprogramwilltestyourreadinesstobecomeanITILExpert,andwillguideyouthroughtheprocesstomakesurethatyouunderstandyourgrowthareas,aswellastheareasinwhichyouexcel.

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LearningObjectives:Uponsuccessfulcompletionoftheeducationandexaminationcomponentsrelatedtothisqualification,candidatescanexpecttogaincompetenciesinthefollowing:

• Keyconceptsoftheservicelifecycle• Communicationandstakeholdermanagement• Integratingservicemanagementprocessesacross

theservicelifecycle• Managingservicesacrosstheservicelifecycle• Governanceandorganization

CourseLearnerMaterial:

• Measurement• Implementingandimprovingservice

managementcapability• PreparingforAPMGMALCexamination,

includingmockexaminationopportunity

• Participantsreceiveacopyoftheclassroompresentationmaterial,practiceexam,casestudy,homework,andassignments.

• ParticipantsreceiveaPDFwithadditionalcoursereferencematerial.Thismaterialisformattedforane-readerallowingforparticipantstoreaditasane-book.

AgendaFullFive-DayClassroomCourse:ThefullMALCclassroomcourseisacompletegroup-basedlearningexperience.Learnersmanageallthefiveassignmentsinsmallgroupsandtheylearnasmuchfromtheirpeers,asfromthecoachingperformedbytheinstructor.Thiscourseisidealforpeoplewholearnbestbylistening,discussing,andsharingknowledge.

DAY1

Unit2.StrategicAssessment

Presentation

Homework(ReviewoftheDay’sMaterials)Feedbackonassignment

LUNCHBREAKBriefingontheassignment

Unit1.IntroductionManagingServicesAcrossLifecycle

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DAY2

Briefingontheassignment

Feedbackonassignment

DAY3

Briefingontheassignment

Feedbackonassignment

DAY4

Briefingontheassignment

Feedbackonassignment

DAY5

Briefingontheassignment

Feedbackonassignment

ExamPreparation

Fifalde Consulting Inc. is a trusted independent advisor, helping organizationsmaximize efficiencies and increase value totheir IT services. We specialize in the delivery of Information Technology Service Management (ITSM) and InformationSecurity Management (ISM) consulting and training services, using best practices such as the Information TechnologyInfrastructureLibrary(ITIL®),TIPA®,TOGAF®,andstandardssuchasISO/IEC20000,27001,38500andothers. Fifalde’steam includes a network of the most accredited consultants and trainers in the IT industry.

FormoreinformationonwhatFifaldecanofferyourorganization,pleasevisitfifalde.com

Presentation

Homework(ReviewoftheDay’sMaterials)

Presentation

Homework(ReviewoftheDay’sMaterials)

Presentation

Homework(ReviewoftheDay’sMaterials)

Presentation

LUNCHBREAKAPMGCaseStudyDiscussion

Unit3.OrganizationalChallenges,CriticalSuccessFactorsandRisksLUNCHBREAK

Unit4.ITSMImplementationPlanLUNCHBREAK

Unit5.BusinessCaseLUNCHBREAK

Unit6.ManagingStrategicChange