Course Description
All learning units are at Bloom's level 5. Examination questions will be at Bloom's level 4 and Bloom's level 5.
Learning unit MALC01: Key concepts of the service lifecycle
- Managing services and service management
- The service lifecycle
- Service value across the different stages of the service lifecycle
- Other key concepts.
Learning unit MALC02: Communication and stakeholder management
- Co-ordination of business relationship management across the service lifecycle, and 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.
Learning unit MALC03: Integrating service management processes across the service lifecycle
- The integration of service management processes through the 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 and outputs of processes and stages in the service lifecycle
- The value to business and the interfaces of all processes in the ITIL service lifecycle.
Learning unit MALC04: Managing services across the service lifecycle
- Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
- How the service design package provides a link between service design, service transition and service operation
- Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages
- Implementing and improving services, using key sources of information for identifying the need for improvement
- The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle.
Learning unit MALC05: Governance and organization
- Governance
- Organizational structure, skills and competence
- Service provider types and service strategies.
Learning unit MALC06: 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 and IT service delivery.
Learning unit MALC07: Implementing and improving service management capability
- Implementing service management
- Assessing service management
- Improving service management
- Key considerations for the implementation and improvement of both the service management practice and the services themselves
- Key considerations when planning and implementing service management technologies.
All learning units are at Bloom's level 5. Examination questions will be at Bloom's level 4 and Bloom's level 5.
Learning unit MALC01: Key concepts of the service lifecycle
- Managing services and service management
- The service lifecycle
- Service value across the different stages of the service lifecycle
- Other key concepts.
Learning unit MALC02: Communication and stakeholder management
- Co-ordination of business relationship management across the service lifecycle, and 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.
Learning unit MALC03: Integrating service management processes across the service lifecycle
- The integration of service management processes through the 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 and outputs of processes and stages in the service lifecycle
- The value to business and the interfaces of all processes in the ITIL service lifecycle.
Learning unit MALC04: Managing services across the service lifecycle
- Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
- How the service design package provides a link between service design, service transition and service operation
- Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages
- Implementing and improving services, using key sources of information for identifying the need for improvement
- The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle.
Learning unit MALC05: Governance and organization
- Governance
- Organizational structure, skills and competence
- Service provider types and service strategies.
Learning unit MALC06: 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 and IT service delivery.
Learning unit MALC07: Implementing and improving service management capability
- Implementing service management
- Assessing service management
- Improving service management
- Key considerations for the implementation and improvement of both the service management practice and the services themselves
- Key considerations when planning and implementing service management technologies.
Agenda
All learning units are at Bloom's level 5. Examination questions will be at Bloom's level 4 and Bloom's level 5.
Learning unit MALC01: Key concepts of the service lifecycle
- Managing services and service management
- The service lifecycle
- Service value across the different stages of the service lifecycle
- Other key concepts.
Learning unit MALC02: Communication and stakeholder management
- Co-ordination of business relationship management across the service lifecycle, and 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.
Learning unit MALC03: Integrating service management processes across the service lifecycle
- The integration of service management processes through the 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 and outputs of processes and stages in the service lifecycle
- The value to business and the interfaces of all processes in the ITIL service lifecycle.
Learning unit MALC04: Managing services across the service lifecycle
- Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
- How the service design package provides a link between service design, service transition and service operation
- Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages
- Implementing and improving services, using key sources of information for identifying the need for improvement
- The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle.
Learning unit MALC05: Governance and organization
- Governance
- Organizational structure, skills and competence
- Service provider types and service strategies.
Learning unit MALC06: 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 and IT service delivery.
Learning unit MALC07: Implementing and improving service management capability
- Implementing service management
- Assessing service management
- Improving service management
- Key considerations for the implementation and improvement of both the service management practice and the services themselves
- Key considerations when planning and implementing service management technologies.