Managing Across the Lifecycle Course (MALC)

Managing Across the Lifecycle Course (MALC)



The ITIL V3  Managing Across the Lifecycle (MAL) instructor-led training course provides essential knowledge required by IT service management professionals to plan, implement and optimize an effective IT service management program. This course is based on all of the ITIL disciplines. It concentrates on the management aspects of ITIL v3.0 and is designed to address the interfaces and interactions between the ITIL disciplines to provide a seamless view of IT service management.

This course is designed to train and prepare attendees for the certification exam at the end of the course. At the end of the course there is a ninety-minute (90) scenario-based certification examination. Passing this examination leads to the certificate in Managing Across The Lifecycle Course (MALC).


Registration Fee: $3,295                        Duration: 5 Days

The per-student registration fee for this classroom session includes:

  • 5 days of instructor-led training and exercises
  • Course manual
  • Exam preparation: in-class mock exams
  • Certification exam: 90 minute, multi-part, scenario-based, multiple choice questions

Complete this Booking Form and enter your specific dates for on-site training – minimum of 8 participants. Once the form is received the Training Registrar will contact you to complete the process.


Complete this Booking Form to register for the online self-paced training and return it to us. The Training Registrar will contact you to complete the process.

License Term Fee License Term Fee License Term Fee Exam Fee
30 Days $825.00 60 Days $925.00 90 Days $1,025.00 $375.00


  • 5     ITIL@ Points
  • 39  PDU Credits
  • 4    College Credits


1. 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

2. 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 considerations
    • 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

3. Management of Strategic Change

  • Value creation challenge
  • Critical success components to managing lifecycle risk
  • Business benefits
    • Determining Benefit Realization
    • Determining Value to Business
    • Determining Variable Cost Dynamics
    • 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 Value nets and value-chains
    • Termination and Retirement of Services

4. Risk Management

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

5. Understanding Organizational Challenges

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

6. 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 achievements
    • Corrective action
  • Business Perspective and Improvements

7. Understanding Complementary Industry Guidance

  • ISO/IEC 20000
  • CMMI
  • Balanced Scorecard
  • Service Management maturity framework
  • Six Sigma
  • Project Management


  • The ITIL v3 Foundation Certification in IT Service Management – obtained through ITIL v3 Foundation course or Foundation Bridge Course.
  • Documented evidence of a minimum of 15 credits through formal Service Lifecycle or Service Capability Stream qualifications.


CIOs, senior IT managers, IT managers and supervisors, IT professionals, IT operation practitioners and individuals responsible for management and implementation of ITIL processes.  Professionals seeking the ITIL Expert certification in IT Service Management.

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