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MALC: Managing Across the Lifecycle

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Starting From
RM 8400.00
  1. 5 Days
  1. HRDF SBL Claimable
  2. Lunch & refreshment provided
  3. Certificate of Attendance available
Starting From
RM 3500.00
  1. 40 Hours
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  3. 90 days of access from date of activation
  1. 5 Days
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MALC: Managing Across the Lifecycle

INTRODUCTION

The intermediate level ITIL v3 Managing Across the Lifecycle course offers candidates the ability to achieve the ITIL Expert certification upon passing the ITIL v3 Managing Across the Lifecycle exam. This certification completes the ITIL v3 Intermediate Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement, and manage the necessary skills associated with the use of the lifecycle practices.

Participants will learn to implement, manage and improve Service Management according to ITIL v3. An interactive approach is used combining lecture, discussion and exercises

AUDIENCE

IT professionals requiring a deeper business & management level understanding of the ITIL v3 core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.

PREREQUISITE

An ITIL v3 Foundation certificate and having obtained a minimum of a 15 credits through formal ITIL v3 intermediate qualifications.

Exam & Certification:
ITIL v3 Managing Across the Lifecycle

METHODOLOGY

This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise

COURSE OBJECTIVES

Upon completion of this program, participants should be able to:

  • Introduction to IT Service Management business & managerial issues
  • Managing the planning and Implementation of IT Service Management
  • Management of strategic change
  • Risk Management
  • Managerial functions
  • Understanding organizational challenges
  • Lifecycle project assessment
  • Understanding complementary industry guidance

Expand All

Modules

Introduction to IT Service Management Business and Managerial Issues

Lifecycle positioning and transition

  • The difference between open–loop and closed–loop systems
  • Complex Monitor Control loops
  • ITSM Monitor Control loops
Relationship between Business and IT
  • How to achieve business value with people, process and function
  • How to achieve business value with supplier relationship and technology alignment
Exercise – MALC1 – Introduction


Management Of Strategic Change

Value creation challenge

Critical success components to managing lifecycle risk

Business benefits

  • Determining Benefit Realization
  • Determining Value to Business VOI,ROI
  • Determining Variable Cost Dynamics (VCD)
  • Alignment of business policy, future direction and Demand Management
  • Alignment to service portfolio and service catalogue management

Planning and Defining scope

Resource and Capability planning

  • Awareness of design and delivery model choices
  • Budgeting, costing, service assets

Controlling Quality

  • Quality opportunities
  • Intangible and Measuring benefits
  • Assets Service and Strategic

Strategic Influencing

  • Defining awareness communication activities
  • People Education and knowledge transfer management

Customer liaison

  • Business Relationship Management
  • Service Structure and Values nets and value-chains
  • Termination and Retirement of Service

Exercise – MALC2 – Management Of Strategic Change


Risk Management
  • The challenges, critical success factors and risk to service management
  • Identification of risk
  • Evaluation of risk – CFIA, FTA, BIA, SFA,
  • Risk Analysis and Management
  • Corrective Action
  • Controlling Risk
  • Transfer of risk
  • Service Provider risks
  • Contract risks
  • Design risks
  • Operational risks
  • Market risks

Exercise – MALC 3 – Risks Management


Managing The Planning And Implementation Of IT Service Management

Activities during Plan, Do, Check, Act including Aspects of Strategy and the 4P’s of Strategy

Policy considerations

  • Strategy considerations
  • Design consideration
  • Transition considerations

Directing

  • Value of achieving business goals by guiding, leading and monitoring

Controlling and Evaluating

  • Value of verifying and using feedback to control lifecycle

Organizational Form and Design

Communication, Coordination and Control


Understanding Organizational Challenges
  • Organizational maturity
  • Organizational structure
  • Knowledge management and security of information
  • Organizational transition
  • Governance
  • Balance in Service Operations

Exercise – Organizational Challenges


Service Assessment

Value of Measuring

  • Why Measure
  • What to Measure

Value Of Monitoring

  • What to Monitor

Reporting

Value of benchmarking

Service Portfolio assessment across the lifecycle

  • Assessment of achievement
  • Corrective action

Business Perspective and Improvement

Exercise – MALC 5- Service Assessment


Understanding Complementary Industry Guidance And Tool Strategies
  • COBIT
  • ISO / IEC 20000
  • CMMI
  • Balanced Scorecard
  • Quality Management
  • OSI Framework
  • Annuity
  • Service Management maturity framework
  • Six Sigma
  • Project Management
  • TQM
  • Management Governance framework
  • Tool Strategies

Exercise - MALC7 – Understanding Complimentary Guidance

- MALC8 – Final Exercise and Readiness Assessment


Kaustuv De

Kaustuv De

Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
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Raja Segaran AL Amasi

Raja Segaran AL Amasi

Raja Segaran Amasi has over 10 years of working experience in ICT operations with large telecommunication and outsourcing companies. During this period, he was involved in multiple projects in process improvement to achieve organizational efficiency.He was actively involved in the setup of an IT service desk and service management best practices process (incident, problem and change management) implementation within the IT support structure. His specialization is in data centre operations and service operations. During his professional career with a large outsourcing company, he was actively involved in ISO20000 certification and in the initial stage of design ITIL based service management process owners for at least 3 processes.Raja Segaran's strengths are his seniority, combining experience and helicopter-view, sense of humour and enthusiasm. He strongly believes that IT is about achieving results together and being a team player. His impressive list of clients included DH: ITSC, Shell IT International, Dell Asia Pacific, HP India, Microsoft Thailand, Microsoft Korea, EMC Australia, Wipro India, Infosys India, Siemens India, Prudential Asia Pacific, Intel Penang, AMD Penang, CSA Penang, Fairchild Semiconductor Penang and MISC. Read More

Kui Tze Lin

Kui Tze Lin

Experienced consulting in the IT industry focusing on supporting the operations of supply chain planning and optimizing solutions. Started career in IT as a technical/application support consultant. In less than 2 years, he was promoted as the Team Lead to set up and run 24/7 support operations before taking up the role as an Account Manager in 2017.As a grew up in a family of educators are potential life changers and able to facilitate someone to be successful in life. Since his high school and college days, he enjoyed imparting his knowledge to his peers who needed help by organizing group study sessions. Once he finished his A-level examinations, he was teaching in a primary school for half a year before he started university. After he graduated, he continues to deliver customized 1-on-1 tutoring high school pupils during weekends simply because he loves teaching and helping other. Read More

Sean Low

Sean Low

Sean Low is a Diploma holder in Graphic Design from Saito Academy & Higher Diploma and Master's Degree in Business with Infromation Technology from University of Northumbria, NewCastle. He is Management Consultant for Pink Elephant with the responsibility for delivery (consulting projects), training and development in the Asian region. Service Management Process and Applications Manager with the responsibilities of defining, documenting and implementing IT service management processes and policies across the World Vision International (WVI) global partnership that consists of more than 50 countries. Technical Services Manager with HP (formerly EDS) with the responsibility of managing the Wintel support team with 100-150 staffs supporting over international/multinational customers which includes daily operational responsibility for people, customer and day-to-day project management activities of the team. IT Manager for Malaysia’s premier business weekly The Edge. Responsibilities include managing a team of web designers, programmers and system support staff. Other responsibilities include providing strategic direction to implementation of IT processes within the organisation Read More

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