This course addresses the interfaces, interactions and organizational requirements between the processes addressed in the five core ITIL publications: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

This course also prepares participants for the examination leading to the ITIL Certificate: Managing Across the Lifecycle. This is a free-standing qualification, but is also the final module of the Service Lifecycle and/or Service Capability modules that leads to the ITIL Expert certification.

Candidates can expect to gain knowledge and competencies in the following areas upon successful completion of the education and examination related to this certification:

1. Introduction to IT Service Management (ITSM) Business and Managerial Issues
   Positioning and transitioning the Lifecycle. Using open-loop and closed-loop systems, the relationship between Business and IT, and how to achieve business value
2. Management of Strategic Change
   Determining critical success components, benefits, value, and costs dynamics. Planning the alignment, scope, resources, capabilities, communication, quality, knowledge transfer, business relationship management and retiring of services
3. Risk Management
   Identification, evaluation, analysis, correction and control of internal and external risks
   Understanding Organizational Challenges
4. Managing the Planning and Implementation of ITSM
   Activities during Plan, Do, Check, Act, strategy aspects, the 4P’s of Strategy Identify the considerations for policies, strategy, design, and transition
   Activities such as guiding, leading, monitoring, controlling, evaluating and communicating
5. Understanding Organizational Challenges
   Organizational maturity, structure, transition, governance, and achieving balance in Service Operations
   Knowledge management and security of information
6. Service Assessment
   Service measuring and reporting, monitoring, benchmarking and assessing achievements
   Corrective action and Improvements from a Business Perspective
7. Understanding Complementary Industry Guidance
   Understand the value of and distinguish between the complementary practices and how they support ITIL initiatives

• Individuals who have attained the ITIL Foundations Certificate in ITSM and who wish to attain the ITIL Expert certification in ITSM, for which this qualification is the final mandatory module
• Individuals involved in any or all phases or the lifecycle of services and processes, and who require a deep understanding of how they may be used to enhance the quality of IT service delivery within an organization
• IT professionals working in an organization that has adopted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program
• Individuals seeking progress towards the ITIL Master in ITSM, for which the ITIL Expert is a prerequisite. This may include but is not limited to CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners

Candidates wishing to be trained and examined for this qualification must already have acquired two (2) credits from the ITIL Foundation certificate and, as a minimum, have obtained a further 15 credits from ITIL Intermediate qualifications, for a total of at least 17 credits.

Your certificates must be presented as documentary evidence to gain admission to this course.

To be eligible for the MALC exam, candidates must also have fulfilled at least 30 contact hours (hours of instruction, excluding breaks) with an Accredited Training Organization (ATO) or an accredited e-learning solution for this syllabus, as part of a formal, approved training course/scheme.

Exam Type – Online Exam having Ten (10) multiple choice, scenario-based, gradient Scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
Duration – 120 Minutes
Supervised – Yes
Delivery Paper based or Online proctored
Passing Score 70% (35 marks out of 50)