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MALC: Managing Across the Lifecycle

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RM 3500.00
  1. 40 Hours
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  3. 90 days of access from date of activation

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  1. 5 Days

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

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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


Noordin Bin Aboo Talib Khalid

Noordin Bin Aboo Talib Khalid

Noordin Aboo Talib Khalid has over 13 years of working experience in Information Communication Technology (ICT) industry, especially in automotive manufacturing and logistic areas. He specializes in ITIL (Expert), Cobit, Prince2 and ISO20000

He has an analytical, professional skill with strong result oriented work ethic and emphasis on strategic planning and decision-making. He has experienced in large system development work including managing a complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues, anticipates strategic project requirements, migration, development and risks, and is able to communicate effectively with all levels of professionals within the organization.


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ITIL Certified Trainer

ITIL Certified Trainer

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Olivia Lee Pei Wern

Olivia Lee Pei Wern

Olivia Lee graduated from University of Warwick, United Kingdom with a BSc. in Industrial Economics.

She is an ITIL V3 Expert and a certified ISO/IEC 20000 Consultant and Auditor.

Olivia has over 16 years of experience in service management and strategy consulting, project management, user training and communication. She has previously worked with KPMG Consulting and Accenture providing governance consulting; and implementing and supporting efficient SAP and/or Oracle ERP systems. Her work experience has taken her to multiple countries within the APJ region, as well as to the UK. She has delivered IT service management engagements across the region, ranging from ITIL assessments, process design, service improvement and roadmap planning. She has also been involved in IT transformation strategy and planning engagements, providing IT strategy consulting and implementation to realize their transformation objectives. She provides thought leadership consulting to enterprise customers with regards to Strategy and Planning, Service Management, Operations Improvement and Organizational Design. She advises customers on “Running IT as a Business", providing industry experience and best practice know-how on process improvement and organizational alignment.

In many previous engagements, Olivia has successfully addressed a customer's needs and developed a workable solution based on best practices, proven methodologies and frameworks. Her strengths are in understanding a customer's needs, expected future state and working closely with the customer to define, develop and deliver value to the organization; and building a trusted relationship with the customer. By leveraging her experience and expertise in IT strategy planning, process consulting, value engineering and realization engagements, she has delivered and led multiple successful projects and achieved consistently high customer satisfaction results.

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