by Integrity Training | Publisher: Stone River eLearning | Release Date: April 2019 | ISBN: 300000006A0176

The ITIL® Managing Across the Lifecycle (MALC) is an expert level course that leads to the ITIL® Expert in IT Service Management certification. This course focuses on the business, management, and supervisory objectives, purposes, processes, functions, and activities. The course also helps the candidates to examine the interfaces and interactions between the processes covered in the Service Lifecycle. This course is designed using to enable the candidates to implement the learnt concepts and the core disciplines of ITIL®. Along with the best practices associated with the ITIL® framework. The course comprehensively covers all the exam objectives of the relevant certification exam as well. This comprehensive course on ITIL® Managing Across the Lifecycle (MALC) brings together the full essence of a lifecycle approach to service management, and consolidates the knowledge of the candidates who have completed the Orientation, Foundation and Practitioner courses. The candidates wishing to enroll in this course should have taken the ITIL® Orientation, Foundation and Practitioner courses to gain the pre-requisite knowledge for this course. It is also recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

1. Introduction
   • Introduction 00:01:10
   • Instructor Introduction 00:01:07
2. Course Introduction
   • Introduction 00:00:28
   • Course Organization 00:00:31
   • Welcome to the Course! 00:00:28
   • Mentoring Community Introductions 00:00:35
   • Why Are You Here? 00:01:52
   • Using Bloom’s Taxonomy 00:02:06
   • What do you Expect? 00:01:40
   • Housekeeping Online 00:01:28
   • Course Conventions & Agenda 00:00:12
   • Conventions Used 00:01:01
   • Quizzes & Exercises 00:00:45
   • ITIL Qualification Scheme 00:02:28
   • ITIL MaLC Exam 00:01:09
   • Getting Started with an Online Class 00:02:59
   • What’s Unique About this Course 00:01:30
   • Section Review 00:00:36
3. Introduction to Managing Across the Lifecycle
   • Introduction 00:00:40
   • The Practice of Service Management 00:00:35
   • The Practice of Service Management 00:02:51
   • Services 00:01:48
   • Service Management 00:02:14
   • IT Service Management 00:04:43
   • Global ITSM Domain Map 00:03:53
   • IT Service Provider Capability Model 00:02:04
   • Service Value Across the Lifecycle 00:00:21
   • The IT Service Management Lifecycle 00:03:07
   • Service Strategy 00:02:38
   • Service Design 00:01:39
   • Service Transition 00:02:36
   • Service Operation 00:01:52
   • Continual Service Improvement 00:01:26
   • Integration of Lifecycle Processes 00:04:57
   • Coordination & Collaboration 00:02:09
   • Other Key Concepts 00:00:24
   • Core, Enabling & Enhancing Services 00:03:59
   • Organizing for Service Management 00:01:58
   • Using RACI to Clarify Roles 00:01:31
   • Functional Roles Analysis 00:01:14
   • Activity Analysis 00:02:02
   • Management of Risk 00:03:24
   • Managing Risk & the Lifecycle 00:02:19
   • Sharing Knowledge Across the Lifecycle 00:02:13
   • Architecture of an SKMS 00:03:06
   • Introduction to MaLC Summary 00:00:12
   • Introduction to MaLC Summary 00:01:32
   • Checkpoint 00:01:23
   • Case Study Review Part1 00:04:33
   • Case Study Review Part2 00:01:23
   • Case Study Review Part3 00:01:57
   • Case Study Review Part4 00:01:28
   • Case Study Review Part5 00:02:54
   • Case Study Review Part6 00:01:45
   • Case Study Review Part7 00:03:15
   • Case Study Review Part8 00:02:09
   • Case Study Review Part9 00:03:08
   • Case Study Review Part10 00:03:46
   • Case Study Review Part11 00:04:34
   • Case Study Review Part12 00:02:05
   • Case Study Review Part13 00:02:20
   • Section Review 00:01:07
   • Quiz Discussion Part1 00:00:13
   • Quiz Discussion Part2 00:04:12
   • Quiz Discussion Part3 00:00:24
   • Quiz Discussion Part4 00:02:56
   • Quiz Discussion Part5 00:00:14
4. Stakeholder Management & Communication
   • Introduction 00:01:01
   • Lesson: Stakeholder Management 00:00:48
   • BRM Across the Lifecycle 00:04:03
   • BRM & Service Strategy 00:02:57
   • BRM & Service Design 00:03:18
   • BRM & Service Transition 00:01:13
   • BRM & Service Operation 00:01:11
   • BRM & Continual Service Improvement 00:01:24
   • BRM & Communications 00:01:19
   • Business Relationship Management Roles 00:03:33
   • Stakeholder Communication 00:00:26
   • Managing Communications & Commitment 00:02:44
   • Service Models Use in Communication 00:03:02
   • Design Coordination & Service Definition 00:03:20
   • Communication Strategy 00:02:55
   • Support & Delivery Communication 00:01:48
   • Communication in the Context of Improvement 00:02:28
   • Stakeholder Management & Communication 00:00:19
   • Stakeholder Management & Communication Summary 00:01:43
   • Checkpoint 00:00:11
   • Section Review 00:00:44
   • Quiz Discussion Part1 00:00:07
   • Quiz Discussion Part2 00:03:56
   • Quiz Discussion Part3 00:00:42
   • Quiz Discussion Part4 00:06:43
   • Quiz Discussion Part5 00:00:16
5. Process Integration
   • Introduction 00:00:35
   • Process Integration Across the Lifecycle 00:00:33
   • Global ITSM Domain Map 00:01:42
   • IT Service Provider Capability Model 00:01:30
   • Integration of Lifecycle Processes 00:03:12
   • Impact of Strategy Across the Lifecycle 00:03:22
   • Lifecycle Perspective of Design 00:04:27
   • Lifecycle Inputs & Outputs 00:02:17
   • Service Strategy I/O 00:01:28
   • Service Design I/O 00:01:41
   • Service Transition I/O 00:01:48
   • Service Operation I/O 00:01:56
   • Continual Service Improvement I/O 00:01:38
   • Service Strategy 00:00:24
   • Strategy Management for IT Services 00:00:37
   • Strategy Management Business Value 00:01:04
   • Strategy Management Relationships 00:00:50
   • Strategy Management Process 00:02:14
   • Service Portfolio Management 00:00:33
   • SPM Value to the Business 00:00:35
   • SPM Relationships 00:02:50
   • Service Portfolio 00:02:01
   • Financial Management 00:00:42
   • Financial Management Value to the Business 00:00:52
   • Financial Management Relationships 00:02:11
   • Financial Management Major I/O 00:02:45
   • Demand Management 00:00:34
   • Demand Management Value to the Business 00:01:26
   • Demand Management Relationships 00:03:05
   • Business Activity Patterns 00:01:15
   • Business Relationship Management 00:00:37
   • BRM Value to the Business 00:00:55
   • BRM Relationships 00:02:30
   • Service Design 00:01:04
   • Design Coordination 00:00:49
   • Design Coordination Value to the Business 00:01:31
   • Design Coordination Relationships 00:02:58
   • Design Coordination Context 00:01:20
   • Service Catalog Management 00:00:44
   • SCM Value to the Business 00:00:53
   • SCM Relationships 00:01:45
   • Service Catalog Management Context 00:00:57
   • Service Level Management 00:00:46
   • SLM Value to the Business 00:00:53
   • SLM Relationships 00:01:55
   • Service Level Management Context 00:00:41
   • Availability Management 00:00:52
   • Availability Management Value to the Business 00:01:14
   • Availability Management Relationships 00:01:26
   • Availability Management Context 00:00:45
   • Capacity Management 00:01:04
   • Capacity Management Value to the Business 00:00:48
   • Capacity Management Relationships 00:01:50
   • Capacity Management Context 00:01:21
   • Continuity Management 00:00:44
   • Continuity Management Value to the Business 00:00:54
   • Continuity Management Relationships 00:01:45
   • Continuity Management Context 00:00:41
   • Security Management 00:00:36
   • Security Management Value to the Business 00:00:56
   • Security Management Relationships 00:01:38
   • Security Management Context 00:01:08
   • Supplier Management 00:00:32
   • Supplier Management Value to the Business 00:00:56
   • Supplier Management Relationships 00:01:11
   • Supplier Management Context 00:00:48
   • Service Transition 00:01:02
   • Transition Planning & Support 00:00:31
   • Transition Planning & Support Value to the Business 00:01:05
   • Transition Planning & Support Relationships 00:01:27
   • Service Planning & Support Context 00:02:27
   • Change Management 00:00:51
   • Change Management Value to the Business 00:01:56
   • Change Management Relationships 00:03:42
   • Change Management Context 00:01:40
   • Service Asset & Configuration Management 00:01:38
   • SACM Value to the Business 00:01:40
   • SACM Relationships 00:01:08
   • SACM Context 00:01:11
   • Release & Deployment Management 00:00:45
   • Release & Deployment Value to the Business 00:01:26
   • Release & Deployment Relationships 00:02:09
   • Release & Deployment Management Context 00:00:56
   • Service Validation & Testing 00:00:31
   • Service Validation & Testing Value to the Business 00:00:45
   • Service Validation & Testing Relationships 00:02:27
   • Service Validation & Testing Context 00:01:07
   • Change Evaluation 00:01:10
   • Change Evaluation Value to the Business 00:00:38
   • Change Evaluation Relationships 00:02:19
   • Change Evaluation Context 00:01:42
   • Knowledge Management 00:00:43
   • Knowledge Management Value to the Business 00:00:54
   • Knowledge Management Relationships 00:01:01
   • Knowledge Management Context 00:01:55
   • Service Operation 00:00:53
   • Event Management 00:01:51
   • Event Management Value to the Business 00:01:45
   • Event Management Relationships 00:01:46
   • Event Management Context 00:00:40
   • Incident Management 00:01:34
   • Incident Management Value to the Business 00:01:24
   • Incident Management Relationships 00:02:33
   • Incident Management Context 00:01:35
   • Request Fulfillment 00:00:49
   • Request Fulfillment Value to the Business 00:00:58
   • Request Fulfillment Relationships 00:01:58
   • Request Fulfillment Context 00:01:40
   • Problem Management 00:00:50
   • Problem Management Value to the Business 00:00:57
   • Problem Management Relationships 00:02:51
   • Problem Management Context 00:00:37
   • Access Management 00:00:50
   • Access Management Value to the Business 00:01:06
   • Access Management Relationships 00:02:02
   • Access Management Context 00:00:54
   • Continual Service Improvement 00:00:31
   • 7-Step Improvement 00:00:58
   • 7-Step Improvement Business Value 00:01:10
   • 7-Step Improvement Relationships 00:01:39
   • 7-Step Improvement Context 00:03:04
   • Process Integration Summary 00:00:11
   • Process Integration Summary 00:02:23
   • Checkpoint 00:00:12
   • Section Review 00:01:50
   • Quiz Discussion Part1 00:00:08
   • Quiz Discussion Part2 00:03:34
   • Quiz Discussion Part3 00:00:32
   • Quiz Discussion Part4 00:03:23
   • Quiz Discussion Part5 00:01:28
6. Managing Services Across the Lifecycle
   • Introduction 00:00:34
   • Stakeholder Needs 00:00:50
   • The Context of Service Design 00:03:23
   • Balanced Design 00:01:08
   • Identify Service Requirements 00:02:21
   • Service Relationships & Dependencies 00:02:18
   • Business Requirements & Drivers 00:01:47
   • Service Model 00:01:43
   • Design Coordination 00:01:33
   • Transition Planning & Support 00:01:28
   • Transition Lifecycle 00:01:06
   • Managing Cross-Lifecycle Processes 00:00:30
   • Knowledge Flow 00:01:06
   • Logical Staff Mobility 00:01:45
   • Service Operation & Strategy 00:00:49
   • Service Operation & Design 00:01:17
   • Service Operation & Transition 00:00:45
   • Service Operation & Improvement 00:01:26
   • Early Lifecycle Involvement 00:01:48
   • Release Build & Test Involvement 00:01:22
   • Implementing & Improving Services 00:00:36
   • SLM & Improvement 00:01:49
   • Service Reviews 00:01:48
   • Customer Satisfaction 00:01:50
   • Survey Tools & Techniques 00:02:32
   • Trends & Changes in Priority 00:01:31
   • Internal Analysis 00:01:27
   • External Analysis 00:01:24
   • Define Market Space 00:02:35
   • Challenges, CSFs & Risks 00:00:21
   • Challenges, Risks & Critical Success Factors 00:01:01
   • SS - Challenges 00:01:54
   • SS - Risks 00:00:47
   • SS - Critical Success Factors 00:01:10
   • SD - Challenges 00:03:05
   • SD - Risks 00:01:23
   • SD - Critical Success Factors 00:00:53
   • ST - Challenges 00:01:56
   • ST - Risks 00:02:27
   • ST - Critical Success Factors 00:01:29
   • SO - Challenges 00:01:54
   • SO - Risks 00:01:20
   • SO - Critical Success Factors 00:01:56
   • CSI - Challenges 00:02:10
   • CSI - Risks 00:01:34
   • CSI - Critical Success Factors 00:01:15
   • Managing Services Across the Lifecycle Summary 00:00:13
   • Managing Services Across the Lifecycle Summary 00:02:13
   • Checkpoint 00:00:12
   • Section Review 00:02:24
   • Quiz Discussion Part1 00:00:10
   • Quiz Discussion Part2 00:05:40
   • Quiz Discussion Part3 00:00:39
   • Quiz Discussion Part4 00:03:55
   • Quiz Discussion Part5 00:00:55
7. Governance
   • Introduction 00:00:36
   • Governance 00:00:24
   • What is Governance? 00:02:09
   • Setting Strategies, Policies & Plans 00:01:27
   • Who Governs? 00:01:35
   • Management or Governance 00:01:50
   • Governance Framework 00:01:31
   • Define, Fulfill & Enforce 00:01:28
   • Service Strategy & Governance 00:02:11
   • Sourcing Governance 00:03:24
   • Steering Committee 00:01:22
   • The CAB & Governance 00:02:54
   • Governance & Management Systems 00:03:55
   • Organizational Structure 00:00:38
   • Organizational Structure 00:03:14
   • Organizational Development 00:00:31
   • Stage 1 – Network 00:01:11
   • Stage 2 – Directive 00:01:35
   • Stage 3 – Delegation 00:02:35
   • Stage 4 – Coordination 00:01:44
   • Stage 5 – Collaboration 00:01:44
   • Organizational Departmentalization 00:03:03
   • Organizational Design 00:03:19
   • Logical Organization – Strategic Components 00:01:38
   • Logical Organization – Tactical & Operational Components 00:01:57
   • Logical Organization & the Customer 00:01:26
   • Service Design & Organizational Structure 00:02:11
   • Service Transition & Organizational Structures 00:00:58
   • Organizational Context for Service Transition 00:01:56
   • Competence & Training 00:02:19
   • Service Provider Types 00:00:11
   • Service Provider Types 00:00:44
   • Internal Service Provider 00:01:04
   • Shared Services Unit 00:01:18
   • External Services Unit 00:00:41
   • Choosing a Service Provider Type 00:04:18
   • Considering Service Type 00:02:32
   • Selecting Delivery Strategies 00:01:53
   • Sourcing Structures 00:02:33
   • Governance Summary 00:00:09
   • Governance Summary 00:02:06
   • Checkpoint 00:00:15
   • Section Review 00:01:34
   • Quiz Discussion Part1 00:00:07
   • Quiz Discussion Part2 00:03:35
   • Quiz Discussion Part3 00:00:42
   • Quiz Discussion Part4 00:04:45
   • Quiz Discussion Part5 00:00:12
8. Measurement
   • Introduction 00:00:31
   • Measuring 00:00:29
   • Business Value 00:01:09
   • Demonstrating Business Value 00:01:38
   • Service Measurement 00:00:46
   • Objectives 00:00:58
   • Measurement & Reporting Frameworks 00:01:40
   • Reporting Levels 00:02:12
   • Management Domains 00:01:39
   • Measurement Definition 00:01:21
   • Setting Targets 00:02:29
   • Process Measurements 00:01:54
   • Scorecard & Reports 00:01:10
   • Metrics 00:00:52
   • CSFs & KPIs 00:02:33
   • Using Metrics 00:01:43
   • Measurement Frameworks 00:00:25
   • Design & Develop Service Measurement Framework 00:03:09
   • Measurement Framework Grid 00:01:26
   • Designing Measurement Methods & Metrics 00:03:56
   • Metrics Tree 00:03:11
   • Monitoring & Control 00:00:40
   • Definitions 00:01:41
   • Monitor Control Loop 00:01:34
   • Control Loop Types 00:01:26
   • Measurements & Monitoring 00:02:30
   • Measurement Types 00:01:07
   • Measurement, Metrics & KPIs 00:02:57
   • Event Management Desired Features 00:01:45
   • Measurement Summary 00:00:09
   • Measurement Summary 00:01:01
   • Checkpoint 00:00:11
   • Section Review 00:02:25
   • Quiz Discussion Part1 00:00:08
   • Quiz Discussion Part2 00:03:04
   • Quiz Discussion Part3 00:00:40
   • Quiz Discussion Part4 00:03:28
   • Quiz Discussion Part5 00:00:18
9. Implement & Improving
   • Introduction 00:00:26
   • Implementing Service Management 00:00:27
   • CSI Approach 00:02:04
   • Business Questions for CSI 00:01:26
   • Lifecycle Approach to Strategy Implementation 00:01:15
   • Setting Implementation Strategy 00:02:30
   • Designing Service Strategy 00:02:22
   • Transitioning Service Strategy 00:01:06
   • Operating Service Strategy 00:00:55
   • Continual Improvement of Service Strategy 00:00:54
   • Assessing Service Management 00:00:42
   • Strategic Assessment 00:00:35
   • Internal Environment 00:01:33
   • External Environment 00:01:14
   • S.W.O.T Analysis 00:00:43
   • Gap Analysis 00:01:13
   • Service Gap Model 00:02:11
   • ISO/IEC 20000 00:01:02
   • Six Sigma Methods 00:01:04
   • CobiT 00:01:07
   • CMMI & eSCM 00:02:29
   • Aligning Assets with Outcomes 00:02:21
   • Assessment & Improvement 00:00:45
   • When to Assess 00:01:03
   • What to Assess 00:01:47
   • Advantages & Risks of Assessments 00:02:21
   • Value vs. Maturity 00:03:16
   • Benchmarking 00:00:24
   • Benchmarking Procedure 00:01:22
   • Benchmarking Costs 00:00:29
   • Value of Benchmarking 00:01:07
   • Benchmarking Benefits 00:01:13
   • Who Is Involved? 00:00:55
   • What to Benchmark? 00:02:54
   • Comparison with Industry Norms 00:00:29
   • Benchmark Approach 00:01:05
   • Improving Service Management 00:00:24
   • CSI Register 00:00:47
   • PDCA & Continual Improvement 00:02:09
   • 7-Step Improvement Process 00:01:01
   • Step 1 – Strategy for Improvement 00:01:36
   • Step 2 – Define Measurement 00:01:25
   • Step 3 – Gather Data 00:01:46
   • Step 4 – Process Data 00:01:15
   • Step 5 – Analyze Information & Data 00:01:12
   • Step 6 – Present & Use Information 00:00:35
   • Step 7 – Implement Improvement 00:01:12
   • Key Considerations 00:00:25
   • Service Economics 00:01:41
   • Return on Investment 00:01:40
   • ROI Focus 00:01:27
   • Business Case 00:02:21
   • Business Impact Analysis 00:02:57
   • Organizational Change 00:02:52
   • Service Management System 00:01:09
   • Kotter’s 8-Steps to Organizational Change 00:01:23
   • Establish Sense of Urgency 00:01:10
   • Form Guiding Coalition 00:01:32
   • Create Vision 00:01:42
   • Communicate the Vision 00:01:32
   • Empower Others to Act on Vision 00:01:19
   • Plan for & Create Short-Term Wins 00:01:10
   • Consolidate Improvements & Produce More Change 00:02:01
   • Institutionalize the Change 00:01:28
   • Planning & Implementing Support Technology 00:02:04
   • Implementing & Improving Summary 00:00:11
   • Implementing & Improving Summary Part2 00:02:28
   • Checkpoint 00:00:12
   • Section Review 00:02:40
   • Quiz Discussion Part1 00:00:08
   • Quiz Discussion Part2 00:04:21
   • Quiz Discussion Part3 00:01:12
   • Quiz Discussion Part4 00:03:18
   • Quiz Discussion Part5 00:00:35
   • Course Closure 00:01:50



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