ITIL® Managing Across the Lifecycle
5-day training course and certification exam, $3,295
5-day virtual (no travel) training course, $3,295
Limited promotional seats available


ITIL Managing Across the Lifecycle (MALC) certification course provides essential knowledge required by IT service management professionals to plan, implement and optimize an effective IT service management program. This five day, accredited training course is based on all five publications of the ITIL core library namely, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. It concentrates on the management aspects of ITIL and is designed to address the interfaces and interactions between the above mentioned ITIL publications to provide a harmonious and coordinated view of IT service management.

Participants will learn how to manage strategic change, manage risk, evaluate their current IT Service Management program, and handle organizational challenges. The training is delivered in a practical, hands-on learning environment and an engaging case study-based approach is used to train and prepare participants for the certification exam at the end of the session. Successfully passing the 90 minute exam consisting of eight (8) complex, multi-part, and multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Managing Across the Lifecycle Certificate and ITIL Expert™ designation.

The Course Covers:

  • Introduction to IT Service Management Business and Managerial Issues
  • Managing the Planning and Implementation of IT Service Management
  • Management of Strategic Change
  • Risk Management
  • Understanding Organizational Challenges
  • Service Assessment
  • Understanding Complementary Industry Guidance

Who Should Participate

This course is ideal for 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 and those who wish to have an understanding of the ITIL version 3.0 core Lifecycle and its implementation should also attend.


  • The ITIL Foundation Certification in IT Service Management - obtained through ITIL Foundation course or Foundation Bridge Course.
  • Documentary evidence a minimum of 15 credits through formal Service Lifecycle or Service Capability Stream qualifications.
  • Participants must complete at least 28 hours of personal study by reviewing the ITIL® Lifecycle Suite of books:
    • Introduction to Service Lifecycle (ISBN 9780113311316), recommended but not required.
    • Service Strategy (ISBN 9780113313044)
    • Service Design (ISBN 9780113313051)
    • Service Transition (ISBN 9780113313068)
    • Service Operation (ISBN 9780113313075)
    • Continual Service Improvement (ISBN 9780113313082)


Our instructors are experienced IT professionals and hold the ITIL Expert™ qualification.  Only the finest quality, accredited content is used.


Successfully passing the 90 minute exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Managing Across the Lifecycle Certificate and ITIL Expert™ designation. The pass mark for this examination is 70%.

Course Outline

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
  • Quality Management
  • OSI Framework
  • Annuity
  • Service Management maturity framework
  • Six Sigma
  • Project Management
  • TQM
  • Management Governance framework
  • Tool Strategies

Registration Fees

Both classroom training and virtual (online) training formats are available.

The per student registration fee for the classroom session is $3,295, and includes:

  • 5 days of instructor led training and exercises
  • Course manual (excellent post-class reference)
  • Exam preparation
  • Certification exam

The registration fee for virtual training session is $3,295.

Classoom training begins at 8:30 AM each day and concludes at 4:30 PM unless otherwise directed. Please arrive early on the first day to sign-in and meet fellow attendees. If you register less than one week in advance of a class, please bring your confirmation letter. Business casual attire is appropriate. For information on virtual training session start and stop times, refer to the course schedule below.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule
Feb 11-15, 2019 Raleigh, NC Cary Training Center
Feb 11-15, 2019 8:30 AM-5:30 PM ET Virtual Classroom
Mar 18-22, 2019 Washington, DC Arlington Offices
Mar 18-22, 2019 8:30 AM-5:30 PM ET Virtual Classroom
Apr 8-12, 2019 8:30 AM-5:30 PM ET Virtual Classroom
Apr 22-26, 2019 11:30 AM-8:30 PM ET Virtual Classroom
May 20-24, 2019 Washington, DC Arlington Offices
May 20-24, 2019 8:30 AM-5:30 PM ET Virtual Classroom

For more ITSM, ITIL, help desk and field support training options, visit the Help Desk, ITIL, and Support Center Calendar.

RCCSP Alliance Members: ITIL Authorized Training Organizations (ATOs) and Affiliates (ATAs)

All RCCSP Professional Education Alliance ITIL training courses are taught by Accredited ITIL Trainers meeting the ITIL trainer criteria set by the ITIL Qualification Board. Accreditation qualifications include, but are not limited to:

  • Training experience
  • Experience in the IT service management field
  • Specific education / certificate requirements depending on the level of ITIL qualification that will be delivered.

Only Accredited ITIL training materials developed by Accredited ITIL Authorized Training Organizations are used in the classroom. The complete list of RCCSP Professional Education Alliance ITIL Authorized Training Organizations and Authorized Training Affiliates participating in RCCSP schedules can be found here.

ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.

Dates, Locations and Registration

Recommended Follow-on Courses:
ITIL Service Lifecycle: Service Transition

ITIL Service Lifecycle: Service Design

ITIL Service Lifecycle: Service Operation

ITIL Service Lifecycle: Continual Service Improvement

ITIL Service Lifecycle: Service Strategy

ITIL Service Capability: Service Offerings & Agreements

ITIL Service Capability: Release, Control, and Validation

ITIL Service Capability: Planning, Protection, and Optimization

ITIL Service Capability: Operational Support and Analysis

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Seminar provider is not responsible for losses due to cancellation.  In all circumstances, seminar provider's liability shall be limited to fees received.

Seminar agenda and assigned instructors are subject to change.

Public Training Terms & Conditions

Payment is due prior to the seminar.

Public seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund.  Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400.  Registrations may be transferred to another member of your organization at no additional charge.  As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.
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