ITIL Managing Across the Lifecycle (MALC)fifalde.com/Trg_Flyers/2017/Fifalde-ITIL Managing Across...
Transcript of ITIL Managing Across the Lifecycle (MALC)fifalde.com/Trg_Flyers/2017/Fifalde-ITIL Managing Across...
ITIL®ManagingAcrosstheLifecycle(MALC)CourseSyllabus(v1.2)
FifaldeConsultingInc.+1-613-699-3005
ITIL®isaregisteredtrademarkofAXELOSLimited.©2017FifaldeConsultingInc.
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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
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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)
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Homework(ReviewoftheDay’sMaterials)
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Homework(ReviewoftheDay’sMaterials)
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LUNCHBREAKAPMGCaseStudyDiscussion
Unit3.OrganizationalChallenges,CriticalSuccessFactorsandRisksLUNCHBREAK
Unit4.ITSMImplementationPlanLUNCHBREAK
Unit5.BusinessCaseLUNCHBREAK
Unit6.ManagingStrategicChange