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Overview

The ITIL Intermediate: Managing Across the Lifecycle (MALC) course leads to the ITIL Expert level. It is a comprehensive course that focuses on business, management, supervisory objectives, processes, purposes, functions and activities. The course enables learners to understand interfaces and interactions between processes in service lifecycle. The course is designed to enable individuals to learn how to implement core disciplines and learnt concepts of ITIL. Understand the best practices associated with the ITIL framework.  It is an in-depth course that covers best practices relevant to the ITIL framework.

The ITIL Intermediate: Managing Across the Lifecycle (MALC) course is between the intermediate and expert levels and is the final module before the Expert status and it enables professionals to integrate their ITIL knowledge in real-world settings within their organisation.

The ITIL Intermediate: Managing Across the Lifecycle (MALC) course will enable individuals who have gained the relevant expertise and experience to be able to offer consistent customer satisfaction within their business objectives. The Managing Across the Lifecycle module is worth 5 credits to achieve the minimum of 17 credits required before reaching the final step of the ITIL Expert Level. The course is globally recognised and accredited to a training organisation and learners will be issued an internationally recognised qualification following full completion of the ITIL Intermediate: Service Offerings and Agreement course.

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Learning Outcomes

  • Understand the relationship between business and IT and learn how to achieve business value.
  • Learn the critical success components, value, benefits and costs dynamics in management of strategic change.
  • Understand risk management and organizational challenges.
  • Learn activities such as leading, guiding monitoring, evaluating and communicating.
  • Learn about organisational maturity, transition, structure, governance and achieving balance in relation to service operations knowledge.
  • Learn how to distinguish between complementary services and how it supports ITIL initiatives.

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Who is this Course aimed at?

  • The course is aimed at IT Operations Manager.
  • Service Level Manager
  • Business Relationship Manager
  • IT Supplier Manager
  • Individuals working in roles within service based business models who want to enhance their knowledge of concepts, functions and processes related to service operation.

Entry Requirements

  • The course requires that learners have an understanding of the ITIL Orientation, Foundation and Practitioner course.
  • Individuals involved in phases of the lifecycle and who want to acquire a deep understanding that can be applied to enhance and improve the quality of IT service delivery within an organisation.

Method of Assessment

At the end of the ITIL Intermediate: Managing Across the Lifecycle (MALC) course you will be required to take a multiple choice question assessment test comprising of 10 questions per paper in 120 minutes duration. The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Please Note: Additionally, £210 is charged for the official exam and you are required to pay this when you are ready to face your examination.

Certification

Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate: Managing Across the Lifecycle (MALC).

Awarding Body

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Progression and Career Path

Once you successfully complete ITIL Intermediate: Managing Across the Lifecycle (MALC) you will be qualified to work in the following positions. The ITIL qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.

  • IT Operations Manager – (average UK yearly salary: £45,537)
  • IT Security Manager – (average UK yearly salary: £50,473)
  • Business Relationship Manager – (average UK yearly salary: £40,571)
  • Configuration Manager – (average UK yearly salary: £37,654)
  • IT Project Manager – (average UK yearly salary: £42,074)

Others Jobs you can get

  • IT Management
  • Senior IT Managers
  • IT Professionals

ITIL®, RESILIA™, PRINCE2®, and the Swirl logo™ are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.

Course Curriculum

➤ Module 01: Course Introduction
Course Introduction
Course Introduction 00:00:00
1.0 Lesson: Course Organization
Course Organization 00:00:00
Welcome to the Course 00:00:00
Mentoring Community Introductions 00:00:00
Why Are You Here? 00:00:00
Using Bloom’s Taxonomy 00:00:00
What do you Expect? 00:00:00
Housekeeping Online 00:00:00
2.0 Lesson: Course Conventions & Agenda
Course Conventions & Agenda 00:00:00
Conventions Used 00:00:00
Quizzes & Exercises 00:00:00
ITIL Qualification Scheme 00:00:00
ITIL MaLC Exam 00:00:00
Getting Started with an Online Class 00:00:00
What’s Unique About this Course 00:00:00
Chapter 01 Review 00:00:00
➤ Module 02: Introduction to Managing Across the Lifecycle
1.0 Lesson: The Practice of Service Management
The Practice of Service Management 00:00:00
The Practice of Service Management 00:00:00
Services 00:00:00
Service Management 00:00:00
IT Service Management 00:00:00
Global ITSM Domain Map 00:00:00
IT Service Provider Capability Model 00:00:00
2.0 Lesson: Service Value Across the Lifecycle
Service Value Across the Lifecycle 00:00:00
The IT Service Management Lifecycle 00:00:00
Service Strategy 00:00:00
Service Design 00:00:00
Service Transition 00:00:00
Service Operation 00:00:00
Continual Service Improvement 00:00:00
Integration Across the Service Lifecycle 00:00:00
Coordination & Collaboration 00:00:00
3.0 Lesson: Other Key Concepts
Other Key Concepts 00:00:00
Core, Enabling & Enhancing Services 00:00:00
Organizing for Service Management 00:00:00
Using RACI to Clarify Roles 00:00:00
Functional Roles Analysis 00:00:00
Activity Analysis 00:00:00
Management of Risk 00:00:00
Managing Risk & the Lifecycle 00:00:00
Sharing Knowledge across the Lifecycle 00:00:00
Architecture of an SKMS 00:00:00
4.0 Lesson: Introduction to MaLC Summary
Introduction to MaLC Summary 00:00:00
Introduction to MaLC Summary 00:00:00
Checkpoint 00:00:00
Case Study Review 00:00:00
End of Chapter Quiz Review 00:00:00
Chapter 02 Review 00:00:00
➤ Module 03: Stakeholder Management and Communication
1.0 Lesson: Stakeholder Management
Stakeholder Management 00:00:00
BRM across the Lifecycle 00:00:00
BRM & Service Strategy 00:00:00
BRM & Service Design 00:00:00
BRM & Service Transition 00:00:00
BRM & Service Operation 00:00:00
BRM & Continual Service Improvement 00:00:00
BRM & Communications 00:00:00
Business Relationship Management Roles 00:00:00
2.0 Lesson: Stakeholder Communication
Stakeholder Communication 00:00:00
Managing Communications & Commitment 00:00:00
Service Models Use in Communication 00:00:00
Design Coordination & Service Definition 00:00:00
Communication Strategy 00:00:00
Support & Delivery Communication 00:00:00
Communication in the Context of Improvement 00:00:00
3.0 Lesson: Stakeholder Management & Communication Summary
Stakeholder Management & Communication Summary 00:00:00
Stakeholder Management & Communication Summary 00:00:00
Checkpoint 00:00:00
End of Chapter Quiz Review 00:00:00
Chapter 03 Review 00:00:00
➤ Module 04: Process Integration
1.0 Lesson: Process Integration Across the Lifecycle
Process Integration Across the Lifecycle 00:00:00
Global ITSM Domain Map 00:00:00
IT Service Provider Capability Model 00:00:00
Integration of Lifecycle Processes 00:00:00
Impact of Strategy across the Lifecycle 00:00:00
Lifecycle Perspective of Design 00:00:00
Lifecycle Inputs & Outputs 00:00:00
Service Strategy I/O 00:00:00
Service Design I/O 00:00:00
Service Transition I/O 00:00:00
Service Operation I/O 00:00:00
Continual Service Improvement I/O 00:00:00
2.0 Lesson: Service Strategy
Service Strategy 00:00:00
Strategy Management for IT Services 00:00:00
Strategy Management Business Value 00:00:00
Strategy Management Relationships 00:00:00
Strategy Management Process 00:00:00
Service Portfolio Management 00:00:00
SPM Value to the Business 00:00:00
SPM Relationships 00:00:00
Service Portfolio 00:00:00
Financial Management 00:00:00
Financial Management Value to the Business 00:00:00
Financial Management Relationships 00:00:00
Financial Management Major I/O 00:00:00
Demand Management 00:00:00
Demand Management Value to the Business 00:00:00
Demand Management Relationships 00:00:00
Business Activity Patterns 00:00:00
Business Relationship Management 00:00:00
BRM Value to the Business 00:00:00
BRM Relationships 00:00:00
3.0 Lesson: Service Design
Service Design 00:00:00
Design Coordination 00:00:00
Design Coordination Value to the Business 00:00:00
Design Coordination Relationships 00:00:00
Design Coordination Context 00:00:00
Service Catalog Management 00:00:00
SCM Value to the Business 00:00:00
SCM Relationships 00:00:00
Service Catalog Management Context 00:00:00
Service Level Management 00:00:00
SLM Value to the Business 00:00:00
SLM Relationships 00:00:00
Service Level Management Context 00:00:00
Availability Management 00:00:00
Availability Management Value to the Business 00:00:00
Availability Management Relationships 00:00:00
Availability Management Context 00:00:00
Capacity Management 00:00:00
Capacity Management Value to the Business 00:00:00
Capacity Management Relationships 00:00:00
Capacity Management Context 00:00:00
Continuity Management 00:00:00
Continuity Management Value to the Business 00:00:00
Continuity Management Relationships 00:00:00
Continuity Management Context 00:00:00
Security Management 00:00:00
Security Management Value to the Business 00:00:00
Security Management Relationships 00:00:00
Security Management Context 00:00:00
Supplier Management 00:00:00
Supplier Management Value to the Business 00:00:00
Supplier Management Relationships 00:00:00
Supplier Management Context 00:00:00
4.0 Lesson: Service Transition
Service Transition 00:00:00
Transition Planning & Support 00:00:00
Transition Planning & Support Value to the Business 00:00:00
Transition Planning & Support Relationships 00:00:00
Service Planning & Support Context 00:00:00
Change Management 00:00:00
Change Management Value to the Business 00:00:00
Change Management Relationships 00:00:00
Change Management Context 00:00:00
Service Asset & Configuration Management 00:00:00
SACM Value to the Business 00:00:00
SACM Relationships 00:00:00
SACM Context 00:00:00
Release & Deployment Management 00:00:00
Release & Deployment Value to the Business 00:00:00
Release & Deployment Relationships 00:00:00
Release & Deployment Management Context 00:00:00
Service Validation & Testing 00:00:00
Service Validation & Testing Value to the Business 00:00:00
Service Validation & Testing Relationships 00:00:00
Service Validation & Testing Context 00:00:00
Change Evaluation 00:00:00
Change Evaluation Value to the Business 00:00:00
Change Evaluation Relationships 00:00:00
Change Evaluation Context 00:00:00
Knowledge Management 00:00:00
Knowledge Management Value to the Business 00:00:00
Knowledge Management Relationships 00:00:00
Knowledge Management Context 00:00:00
5.0 Lesson: Service Operation
Service Operation 00:00:00
Event Management 00:00:00
Event Management Value to the Business 00:00:00
Event Management Relationships 00:00:00
Event Management Context 00:00:00
Incident Management 00:00:00
Incident Management Value to the Business 00:00:00
Incident Management Relationships 00:00:00
Incident Management Context 00:00:00
Request Fulfillment 00:00:00
Request Fulfillment Value to the Business 00:00:00
Request Fulfillment Relationships 00:00:00
Request Fulfillment Context 00:00:00
Problem Management 00:00:00
Problem Management Value to the Business 00:00:00
Problem Management Relationships 00:00:00
Problem Management Context 00:00:00
Access Management 00:00:00
Access Management Value to the Business 00:00:00
Access Management Relationships 00:00:00
Access Management Context 00:00:00
6.0 Lesson: Continual Service Improvement
Continual Service Improvement 00:00:00
7-Step Improvement 00:00:00
7-Step Improvement Business Value 00:00:00
7-Step Improvement Relationships 00:00:00
7-Step Improvement Context 00:00:00
7.0 Lesson: Process Integration Summary
Process Integration Summary 00:00:00
Process Integration Summary 00:00:00
Checkpoint 00:00:00
End of Chapter Quiz Review 00:00:00
Chapter 04 Review 00:00:00
➤ Module 05: Managing Services Across the Lifecycle
1.0 Lesson: Stakeholder Needs
Stakeholder Needs 00:00:00
The Context of Service Design 00:00:00
Balanced Design 00:00:00
Identify Service Requirements 00:00:00
Service Relationships & Dependencies 00:00:00
Business Requirements & Drivers 00:00:00
Service Model 00:00:00
Design Coordination 00:00:00
Transition Planning & Support 00:00:00
Transition Lifecycle 00:00:00
2.0 Lesson: Managing Cross-Lifecycle Processes
Managing Cross-Lifecycle Processes 00:00:00
Knowledge Flow 00:00:00
Logical Staff Mobility 00:00:00
Service Operation & Strategy 00:00:00
Service Operation & Design 00:00:00
Service Operation & Transition 00:00:00
Service Operation & Improvement 00:00:00
Early Lifecycle Involvement 00:00:00
Release Build & Test Involvement 00:00:00
3.0 Lesson: Implementing & Improving Services
Implementing & Improving Services 00:00:00
SLM & Improvement 00:00:00
Service Reviews 00:00:00
Customer Satisfaction 00:00:00
Survey Tools & Techniques 00:00:00
Trends & Changes in Priority 00:00:00
Internal Analysis 00:00:00
External Analysis 00:00:00
Define Market Space 00:00:00
4.0 Lesson: Challenges, CSFs & Risks
Challenges, CSFs & Risks 00:00:00
Challenges, Risks & Critical Success Factors 00:00:00
SS – Challenges 00:00:00
SS – Risks 00:00:00
SS – Critical Success Factors 00:00:00
SD – Challenges 00:00:00
SD – Risks 00:00:00
SD – Critical Success Factors 00:00:00
ST – Challenges 00:00:00
ST – Risks 00:00:00
ST – Critical Success Factors 00:00:00
SO – Challenges 00:00:00
SO – Risks 00:00:00
SO – Critical Success Factors 00:00:00
CSI – Challenges 00:00:00
CSI – Risks 00:00:00
CSI – Critical Success Factors 00:00:00
5.0 Lesson: Managing Services Across the Lifecycle Summary
Managing Services Across the Lifecycle Summary 00:00:00
Managing Services across the Lifecycle Summary 00:00:00
Checkpoint 00:00:00
End of Chapter Quiz Review 00:00:00
Chapter 05 Review 00:00:00
➤ Module 06: Governance
1.0 Lesson: Governance
Governance 00:00:00
What is Governance? 00:00:00
Setting Strategies, Policies & Plans 00:00:00
Who Governs? 00:00:00
Management or Governance 00:00:00
Governance Framework 00:00:00
Define, Fulfill & Enforce 00:00:00
Service Strategy & Governance 00:00:00
Sourcing Governance 00:00:00
Steering Committee 00:00:00
The CAB & Governance 00:00:00
Governance & Management Systems 00:00:00
2.0 Lesson: Organizational Structure
Organizational Structure 00:00:00
Organizational Structure 00:00:00
Organizational Development 00:00:00
Stage 1 – Network 00:00:00
Stage 2 – Directive 00:00:00
Stage 3 – Delegation 00:00:00
Stage 4 – Coordination 00:00:00
Stage 5 – Collaboration 00:00:00
Organizational Departmentalization 00:00:00
Organizational Design 00:00:00
Logical Organization – Strategic Components 00:00:00
Logical Organization – Tactical & Operational Components 00:00:00
Logical Organization & the Customer 00:00:00
Service Design & Organizational Structure 00:00:00
Service Transition & Organizational Structures 00:00:00
Organizational Context for Service Transition 00:00:00
Competence & Training 00:00:00
3.0 Lesson: Service Provider Types
Service Provider Types 00:00:00
Service Provider Types 00:00:00
Internal Service Provider 00:00:00
Shared Services Unit 00:00:00
External Services Unit 00:00:00
Choosing a Service Provider Type 00:00:00
Considering Service Type 00:00:00
Selecting Delivery Strategies 00:00:00
Sourcing Structures 00:00:00
4.0 Lesson: Governance Summary
Governance Summary 00:00:00
Governance Summary 00:00:00
Checkpoint 00:00:00
End of Chapter Quiz Review 00:00:00
Chapter 06 Review 00:00:00
➤ Module 07: Measurement
1.0 Lesson: Measuring
Measuring 00:00:00
Business Value 00:00:00
Demonstrating Business Value 00:00:00
Service Measurement 00:00:00
Objectives 00:00:00
Measurement & Reporting Frameworks 00:00:00
Reporting Levels 00:00:00
Management Domains 00:00:00
Measurement Definition 00:00:00
Setting Targets 00:00:00
Process Measurements 00:00:00
Scorecard & Reports 00:00:00
Metrics 00:00:00
CSFs & KPIs 00:00:00
Using Metrics 00:00:00
2.0 Lesson: Measurement Frameworks
Measurement Frameworks 00:00:00
Design & Develop Service Measurement Framework 00:00:00
Measurement Framework Grid 00:00:00
Designing Measurement Methods & Metrics 00:00:00
Metrics Tree 00:00:00
Monitoring & Control 00:00:00
Definitions 00:00:00
Monitor Control Loop 00:00:00
Control Loop Types 00:00:00
Measurements & Monitoring 00:00:00
Measurement Types 00:00:00
Measurement, Metrics & KPIs 00:00:00
Event Management Desired Features 00:00:00
3.0 Lesson: Measurement Summary
Measurement Summary 00:00:00
Measurement Summary 00:00:00
Checkpoint 00:00:00
End of Chapter Quiz Review 00:00:00
Chapter 07 Review 00:00:00
➤ Module 08: Implement and Improving – VO
1.0 Lesson: Implementing Service Management
Implementing Service Management 00:00:00
CSI Approach 00:00:00
Business Questions for CSI 00:00:00
Lifecycle Approach to Strategy Implementation 00:00:00
Setting Implementation Strategy 00:00:00
Designing Service Strategy 00:00:00
Transitioning Service Strategy 00:00:00
Operating Service Strategy 00:00:00
Continual Improvement of Service Strategy 00:00:00
2.0 Lesson: Assessing Service Management
Strategic Assessment 00:00:00
Internal Environment 00:00:00
External Environment 00:00:00
S.W.O.T Analysis 00:00:00
Gap Analysis 00:00:00
Service Gap Model 00:00:00
ISO/IEC 20000 00:00:00
Six Sigma Methods 00:00:00
CobiT 00:00:00
CMMI & eSCM 00:00:00
Aligning Assets with Outcomes 00:00:00
Assessment & Improvement 00:00:00
When to Assess 00:00:00
What to Assess 00:00:00
Advantages & Risks of Assessments 00:00:00
Value vs. Maturity 00:00:00
Benchmarking 00:00:00
Benchmarking Procedure 00:00:00
Benchmarking Costs 00:00:00
Value of Benchmarking 00:00:00
Benchmarking Benefits 00:00:00
Who Is Involved? 00:00:00
What to Benchmark? 00:00:00
Comparison with Industry Norms 00:00:00
Benchmark Approach 00:00:00
3.0 Lesson: Improving Service Management
Improving Service Management 00:00:00
CSI Register 00:00:00
PDCA & Continual Improvement 00:00:00
7-Step Improvement Process 00:00:00
Step 1 – Strategy for Improvement 00:00:00
Step 2 – Define Measurement 00:00:00
Step 3 – Gather Data 00:00:00
Step 4 – Process Data 00:00:00
Step 5 – Analyze Information & Data 00:00:00
Step 6 – Present & Use Information 00:00:00
Step 7 – Implement Improvement 00:00:00
4.0 Lesson: Key Considerations
Key Considerations 00:00:00
Service Economics 00:00:00
Return on Investment 00:00:00
ROI Focus 00:00:00
Business Case 00:00:00
Business Impact Analysis 00:00:00
Organizational Change 00:00:00
Service Management System 00:00:00
Kotter’s 8-Steps to Organizational Change 00:00:00
Establish Sense of Urgency 00:00:00
Form Guiding Coalition 00:00:00
Create Vision 00:00:00
Communicate the Vision 00:00:00
Empower Others to Act on Vision 00:00:00
Plan for & Create Short-Term Wins 00:00:00
Consolidate Improvements & Produce More Change 00:00:00
Institutionalize the Change 00:00:00
Planning & Implementing Support Technology 00:00:00
5.0 Lesson: Implementing & Improving Summary
Implementing & Improving Summary 00:00:00
Implementing & Improving Summary 00:00:00
Checkpoint 00:00:00
End of Chapter Quiz Review 00:00:00
Chapter 08 Review 00:00:00
Course Closure 00:00:00

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