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Insights for ITIL “Managing Across the Lifecycle” (MALC) Course

While implementing individual ITIL processes will net some immediate gain, it is the integration of those processes across the service lifecycle that delivers true value. Based on the five core ITIL publications, ITSM Academy's Managing Across the Lifecycle (MALC) prepares learners to show the world they are ITIL Experts . It pulls together all of the aspects of the service lifecycle; "its stages, processes and best practices", and translates that knowledge into practical workplace skills. This information and certification is great for CIOs, senior IT managers, IT managers, supervisors, IT professionals and IT operations and development professionals who require a business and management level understanding of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization Get ready... Learner preparation for this course is critical. The class includes access to ITSM Academy's “Learner Po

Preparing for Managing Across the Lifecycle (MALC) and ITIL Expert Certifications

This blog is in response to those IT Professionals who want to know what to expect f or the “ Managing Across the Lifecycle ” (MALC) class, taking the exam and receiving both the MALC and ITIL Expert certifications upon passing the MALC exam.  If you have talked with others that took this class and the exam a few years ago you will be happy to know that the format of this class has changed from what it used to be.  Classes are filled with interesting dialogue, exercises and even laughter as IT managers and practitioners with varied skill sets work together to validate competencies and knowledge for: Key concepts of the service lifecycle Communication and stakeholder management Integrating service management processes across the service lifecycle Managing services across the service lifecycle Governance and organization Measuring and demonstrating business value Implementing and improving service management capability Sounds simple right?  It's the level of detail i

Managing Across the Lifecycle

As the current IT organization has grown from a provider of technology to the Service Provider of choice we have had to incorporate the principles of service management to ensure that we deliver the outcomes required by our customers.  Given that, we have to ask ourselves a couple of strategic questions: What outcomes are we trying to provide? How do we as a service provider facilitate that? Delivering an outcome based definition of services will allow the IT organization to move beyond just business / IT alignment to towards business / IT integration, which really should have been the goal from the beginning.  Supporting customer / business outcomes should be the ultimate focus of the IT organization thus creating value through the delivery of services. A focus on business outcomes is both a critical and in most cases a cultural shift for IT service providers.  As customer’s preferences and perceptions change over time so does the value statement that a service provider

Recommended Reading (Part 2)

Last week, we discussed the value of having well-rounded knowledge of ITIL, ITSM, Organizational Change and Business Management in preparation for and after the Managing Across the Lifecycle (MALC) course and certification. Here is the continuation of my recommended books.  As a lifelong learner, I am always looking for new works.   Please feel free to make additional suggestions via comments to this blog.   Part 2: Recommended Reading Who Moved my Cheese? by Spencer Johnson The E Myth Revisited by Michael Gerber In Search of Excellence by Tom Peters The Balanced Scorecard: Transforming Strategy in Action by Robert Kaplan and David Norton Good to Great by Jim Collins Competitive Advantage by Michael Porter Competitive Strategy by Michael Porter Reengineering the Corporation by Michael Hammer and James Champy Reengineering Management by Michael Hammer and James Champy Principles of Scientific Management by Frederick Winslow Taylor First,

Lifelong Learning - Recommended Reading (Part 1)

As a follow up to my recent discussion on the differences between being a ‘student’ and being a ‘learner’, I thought it would be useful to provide a somewhat comprehensive list of readings and source material to help those who are heading into and/or beyond the pinnacle of their ITIL learning journey—Managing Across the Lifecycle (MALC).  Preparing for MALC requires a deep level of commitment, beginning with a sound understanding of the five ITIL core books.    To truly be an ITIL/ITSM Expert, you should develop some complementary skills in Organizational Change Management, Business/IT Management and other ITSM frameworks and standards?   While it is unreasonable to expect a learner to complete all of these readings as part of their MALC preparation, the spirit here is to recommend a versatile business view that will serve you before, during and after you become an ITIL Expert.    The road doesn't end at MALC - lifelong learning habits will keep your knowledge and perspectiv