Document Control Information

Transcription

1 Dcument Cntrl Infrmatin Dcument Details Dcument Name Purpse f Dcument Dcument Versin Number 5.2 Dcument Status Dcument Owner Prepared By The ITIL Managing acrss the Lifecycle Certificate Syllabus v5.2 T prvide a detailed syllabus fr the ITIL Qualificatin: Managing acrss the Lifecycle Certificate Live The Official ITIL Accreditr Examinatin Panel Date Apprved January 2013 Apprved By Next Scheduled Review Date Chief Examiner Versin Histry Versin Number Date Apprved Change / Reasns fr Change / Cmments 5.0 Nvember 2011 Changed fllwing MALC review prject t reflect updated qualificatin intent, and aligned t the 2011 editin f the ITIL cre guidance 5.1 July 2012 Lg and trade mark statement updates. Clarified bk references in 7 th and 8 th bullet f MALC03, 3 rd bullet f MALC04 and 4 th bullet f MALC06; clarified wrding f 4 th bullet in MALC07. Prerequisite entry criteria clarified. 5.2 January 2013 Update t prvisins fr additinal time relating t language Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 1 f 18

2 PROFESSIONAL QUALIFICATION SCHEME MANAGING ACROSS THE LIFECYCLE QUALIFICATION SYLLABUS Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 2 f 20

3 Cntents THE ITIL QUALIFICATION: MANAGING ACROSS THE LIFECYCLE CERTIFICATE 4 Target Candidates 4 Prerequisite Entry Criteria 4 Eligibility fr Examinatin 5 Preparatin fr Examinatin 5 Qualificatin Learning Objectives 5 Syllabus at a Glance 6 Learning unit MALC01: Key cncepts f the service lifecycle 6 Learning unit MALC02: Cmmunicatin and stakehlder management 6 Learning unit MALC03: Integrating service management prcesses acrss the service lifecycle 6 Learning unit MALC04: Managing services acrss the service lifecycle 6 Learning unit MALC05: Gvernance and rganizatin 6 Learning unit MALC06: Measurement 6 Learning unit MALC07: Implementing and imprving service management capability 6 Level f Difficulty 8 Examinatin Frmat and Level f Prficiency 10 Managing acrss the Lifecycle Syllabus 11 Lecture and Exercises 18 Frmat f the Examinatin 18 Trainer Qualificatin Criteria 18 Apprved Delivery Structure 18 Terminlgy List 20 Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 3 f 20

4 THE ITIL QUALIFICATION: MANAGING ACROSS THE LIFECYCLE CERTIFICATE The intent f the Managing acrss the Lifecycle (MALC) qualificatin is t give candidates the skills t supprt an rganizatin s service delivery by bridging the service lifecycle stages. The qualificatin demnstrates that candidates have learned the value f ne cmbined service management practice as ppsed t separate subject areas. ITIL prcesses and practices, as learnt frm the lifecycle and capability streams f the intermediate certificates, are put int a cntext f delivering this value. The learning utcmes are intended t bring a candidate frm ITIL cntent knwledge t ITIL cntent applicatin and integratin knwledge, and prvide skills that can be used in the wrkplace in a tangible way. Testing and validatin f knwledge take place at Blm's taxnmy level 4 (analysing) and level 5 (evaluating), reflecting the fcus n integratin when cmpared with the ITIL intermediate qualificatins. While MALC encmpasses the bradest perspectives f service management skills, fr example thse related t prject management and applicatin design, it is nt intended t teach these practices, rather t refer t them as cntexts fr ITIL applicatin. A high-level understanding f these is still expected. This qualificatin fcuses n strategizing, planning, using and measuring ITIL practices in an integrated functining mdel: Hw the service lifecycle stages frm an integrated whle Prcess integratin and interfaces Shared data / infrmatin / knwledge. Target Candidates The qualificatin prepares candidates t wrk in established service management rles, as well as t implement and imprve service management practices. The target grup fr the MALC qualificatin includes, but is nt limited t: Chief infrmatin fficers Senir IT managers IT managers Supervisrs IT prfessinals IT peratins practitiners IT develpment practitiners Individuals wh require a business and management level understanding f the ITIL service lifecycle and hw it may be implemented t enhance the quality f IT service prvisin within an rganizatin Individuals seeking the ITIL Expert in IT Service Management certificate, fr which this qualificatin is the final mandatry mdule Individuals seeking prgress twards the ITIL Master in IT Service Management, fr which the ITIL Expert in IT Service Management certificate is a prerequisite. Prerequisite Entry Criteria Candidates wishing t be trained and examined fr this qualificatin must already have tw (2) credits frm the ITIL Fundatin certificate and must, as a minimum, have btained a further 15 credits t a ttal f at least 17 credits. 15 credits can be btained frm ITIL Intermediate qualificatins. Sme credits Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 4 f 20

5 frm earlier ITIL qualificatins and cmplementary qualificatins can als cunt twards 15 credits. Hlders f ITIL Expert Certificate in IT Service Management are als eligible. Dcumentary evidenc e f all credits must be presented by candidates fr the MALC qualificatin. Eligibility fr Examinatin In additin t the prerequisite entry criteria, in rder t be eligible fr the MALC examinatin candidates must have fulfilled the fllwing requirements: Candidates must have undertaken at least 30 cntact hurs fr this syllabus as part f a frmal, apprved training curse/scheme. Cntact hurs are hurs f instructin, excluding breaks, with an accredited training rganizatin (ATO) r an accredited e-learning slutin. Preparatin fr Examinatin It is als recmmended that candidates shuld cmplete at least 28 hurs f persnal study by reviewing fundatin and intermediate level knwledge, fr example the terms within the terminlgy list at the end f this and anywhere in the fundatin syllabus, and by reviewing the syllabus and the ITIL cre publicatins in preparatin fr the examinatin. Qualificatin Learning Objectives Upn successful cmpletin f the educatin and examinatin cmpnents related t this qualificatin, candidates can expect t gain cmpetencies in the fllwing: Key cncepts f the service lifecycle Cmmunicatin and stakehlder management Integrating service management prcesses acrss the service lifecycle Managing services acrss the service lifecycle Gvernance and rganizatin Measurement Implementing and imprving service management capability. In additin, the training fr this qualificatin shuld include examinatin preparatin, including a mck examinatin pprtunity. Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 5 f 20

6 Syllabus at a Glance All learning units are at Blm's level 5. Examinatin questins will be at Blm's level 4 and Blm's level 5. Learning unit MALC01: Key cncepts f the service lifecycle Managing services and service management The service lifecycle Service value acrss the different stages f the service lifecycle Other key cncepts. Learning unit MALC02: Cmmunicatin and stakehlder management C-rdinatin f business relatinship management acrss the service lifecycle, and the rle f business relatinship management in cmmunicatin Stakehlder management and cmmunicatin The value f gd cmmunicatin and ensuring its flw acrss the service lifecycle. Learning unit MALC03: Integrating service management prcesses acrss the service lifecycle The integratin f service management prcesses thrugh the service lifecycle The impact f service strategy n ther service lifecycle stages The value f a service lifecycle perspective when designing service slutins The inputs and utputs f prcesses and stages in the service lifecycle The value t business and the interfaces f all prcesses in the ITIL service lifecycle. Learning unit MALC04: Managing services acrss the service lifecycle Identificatin and assessment f custmer and stakehlder needs and requirements acrss all service lifecycle stages, and ensuring apprpriate pririty is given t them Hw the service design package prvides a link between service design, service transitin and service peratin Managing crss-lifecycle prcesses t ensure apprpriate impact and invlvement at all required service lifecycle stages Implementing and imprving services, using key surces f infrmatin fr identifying the need fr imprvement The challenges, critical success factrs and risks f the service lifecycle stages, and ptential cnflicts and cmpeting issues acrss the service lifecycle. Learning unit MALC05: Gvernance and rganizatin Gvernance Organizatinal structure, skills and cmpetence Service prvider types and service strategies. Learning unit MALC06: Measurement Measuring and demnstrating business value Determining and using metrics Design and develpment f measurement framewrks and methds Mnitring and cntrl systems Use f event management tls t increase visibility f the infrastructure and IT service delivery. Learning unit MALC07: Implementing and imprving service management capability Implementing service management Assessing service management Imprving service management Key cnsideratins fr the implementatin and imprvement f bth the service management practice and the services themselves Key cnsideratins when planning and implementing service management technlgies. Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 6 f 20

7 Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 7 f 20

8 Level f Difficulty All ITIL Service Management qualificatins use the Blm s taxnmy in bth the cnstructin f the learning units and in the examinatin which is based n this syllabus. A learning taxnmy is a scale f the degree f difficulty in the learning prcess. These levels apply t the cgnitive, affective and psychmtr dmains f learning but, in the ITIL Qualificatin Scheme, we deal nly with the cgnitive sphere. The Blm's taxnmy defines six levels f learning in the COGNITIVE dmain which are bth sequential and cumulative. They mve frm the simple t the cmplex. This implies that in rder t achieve the sixth level f learning, fr example, the instructr must ensure that the previus five levels have been mastered. Level 1 - The KNOWING level: The candidate is able t bring t mind r remember the apprpriate material. The examinatin questins assciated with this level tax the candidate s memry and include such tasks as defining, recalling, listing, recgnizing, describing and naming. Level 2 - The COMPREHENDING stage: The candidate is able t understand r grasp the meaning f what is being cmmunicated and make use f the idea withut relating it t ther ideas r materials and withut seeing the fullest pssible meaning r translatin f the idea. Examinatin questins at this level wuld include scenaris giving examples, illustrating, inferring, summarizing and interpreting. These actins invlve the knwing which has taken place at the first level. Level 3 - The APPLYING level: The candidate shuld be able t use ideas, principles and theries in new, particular and cncrete situatins. Examinatin questins at this level invlve bth knwing and cmprehensin and might include chsing apprpriate prcedures, applying principles, using an apprach r identifying the selectin f ptins. Level 4 - The ANALYSING level: The candidate is able t break dwn a cmmunicatin (rendered in any frm) int cnstituent parts in rder t make the rganizatin and significance f the whle clear. Breaking dwn, discriminating, diagramming, detecting, differentiating and illustrating are imprtant tasks at this level and can be seen t include the previus levels f knwing, cmprehending and applying. Here the significance f the cnstituent parts f an entity are examined in rder t understand the whle mre fully. Level 5 - The EVALUATING level: At this level the candidate is able t make a judgement based n criteria and standards and detect incnsistencies r fallacies within a prcess r prduct. The candidate is able t determine whether a prduct has internal cnsistency r external cnsistency and can detect errrs. The candidate can judge the apprpriateness f a prcedure fr a given prblem. Examinatin questins at this level wuld include scenaris invlving checking, c-rdinating, detecting, mnitring, testing and making judgements. This level f learning includes the first fur levels knwing, cmprehending, applying and analysing. This level f learning is prbably the mst intense and exciting fr the candidate. Level 6 - The CREATING level: At this level the candidate is able t put elements tgether t frm a cherent whle and re-rganise elements int a new pattern r structure. The candidate will be able t generate alternative hyptheses based n criteria, plan, design a prcedure, prduce and cnstruct a prduct. This level invlves mastery f the five previus levels f knwing, cmprehending, applying analysing and evaluating. Fr the purpses f the ITIL Qualificatins Scheme, the Blm's level will appear in each syllabus mdule t identify the highest level f cgnitive difficulty that the curse cntent shuld deliver in rder t prvide the learning utcme and ensure the cmpetence required t meet the examinatin level f difficulty. Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 8 f 20

9 The fllwing table illustrates the use f the taxnmy in ITIL prfessinal qualificatins. Blm s Levels and taxnmy 1. Knwing 2. Cmprehending Used by ITIL qualificatin Fundatin level stream Intellectual activity in learning utcme and exam prficiency The ability t recall, recite, name, and understand the meaning f ITIL terminlgy and basic practice fundamentals. Vernacular examples used in Syllabus: Understand; Describe; Identify 3. Applying 4. Analysing Intermediate level (includes lifecycle stream and capability stream) Managing acrss the Lifecycle - level 4 The ability t use the practices and cncepts in a situatin r unprmpted use f an abstractin. Can apply what is learned in the classrm in wrkplace situatins. Can separate cncepts int cmpnent parts t understand structure and can distinguish between facts and inferences. Vernacular examples used in Syllabus: Analyse; Demnstrate; Apply; Distinguish; Justify; Prduce; Decide 5. Evaluating 6. Creating Managing acrss the Lifecycle level 5 nly ITIL Master Level 5: The ability t make a judgement based n criteria and standards and t detect incnsistencies r errrs within a prcess r prduct. The candidate is able t determine whether a prduct has external cnsistency and can detect the apprpriateness f a prcedure fr a given prblem. Level 6: The ability t put elements tgether t frm a cherent whle; t re-rganize elements int a new pattern r structure. Vernacular examples used in Syllabus: Level 5: Evaluate, check, c-rdinate, detect, mnitr, test, judge Level 6: Create: generate, plan, design, prduce, cnstruct Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 9 f 20

10 Examinatin Frmat and Level f Prficiency The qualificatin will examine candidate knwledge accrding t the Blm's level assigned t each syllabus learning unit. This means that a candidate must be prepared t be tested up t and including that level fr any questin related t that learning unit r units. The examinatin frmat f cmplex multiple chice will ffer questins with a crrespnding series f pssible answers. Each questin is cnstructed t test a candidate s cmpetency up t and including the Blm's level assciated with the syllabus learning unit t which the questin is mapped. The examinatin will use a case study which will, where required, be supplemented with additinal questinspecific scenari details fr each questin. Instructrs are strngly recmmended t ensure that the mdule curriculum uses a case study and ffers discussin, practical exercises and instructin that will ensure the candidate s cmpetence needed t meet the exam level f difficulty. The training mdules are expected t prvide a practical level f prficiency fr candidates t be able t utilize the knwledge learned in their wrk envirnment. The examinatins test a level f prficiency that allws candidates t apply and evaluate the knwledge learned at the fundatin and intermediate levels and t select the crrect answer. It shuld be nted that, in additin t the learning units within this syllabus, fundatin level knwledge and an intermediate level f capability is a prerequisite requirement and will be required in the examinatin. It shuld be nted that it is nt required t learn lists r detailed text r diagrams verbatim, as the MALC examinatin will nt test memrized text and will nt cntain Blm's levels 1 t 3 questins. Hwever, at this level it is a requirement that any such detail when presented (in whatever frm, nt necessarily using the wrds frm the bks) wuld be accurately recgnized in cntext, discerned, used, judged, analysed, evaluated, etc. Fr example, in MALC03, where prcess interfaces are included in the syllabus, the examinatin will nt expect exact recall f the detail but will expect sufficient understanding fr crrect use within a Blm's 4/5 cntext. Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 10 f 20

11 Managing acrss the Lifecycle Syllabus The ITIL qualificatin "Managing acrss the Lifecycle" is awarded t thse wh cmplete the fllwing eight units f study and successfully pass the relevant examinatin. The subjects cvered include references t ITIL cre publicatins. These are in parentheses and include a reference t the bk (SS Service Strategy, SD Service Design, ST Service Transitin, SO Service Operatin, CSI Cntinual Service Imprvement) and respective sectin numbers and/r appendix names. The reference 'any' instead f the bk reference indicates the same reference material may be fund in any f the five cre bks. At the end f each learning unit an indicatin f cntact study hurs fr the learning unit are included. Sectin numbers are indicated as <chapter.sectin.subsectin> (X.X.X). Unless therwise indicated instructinal cverage f the cntent f the entire sectin referenced is assumed. Examinatin questins fr each learning unit will be at Blm's level 4 and/r Blm's level 5. Learning unit Curriculum subjects cvered Level f difficulty ITIL EX: MALC01 Key cncepts f the service lifecycle This learning unit represents a brief re-cap f key cncepts in the ITIL service lifecycle, lked at frm a strategic and managerial perspective, as an intrductin and fundatin fr the rest f the syllabus. This unit cnsiders bth the perspective f integrating service management prcesses acrss the lifecycle and the perspective f managing services acrss the lifecycle. T meet the learning utcmes and examinatin level f difficulty, the candidate must be able t evaluate, justify, check, c-rdinate, detect, mnitr, test, judge, analyse, differentiate, rganize, attribute: Managing services and service management (Any ) Up t Blm s level 5 Evaluating The ability t make judgements based n criteria and standards. The service lifecycle: The five stages f the service lifecycle and hw they interact with each ther (Any 1.2) Cnsidering services frm end-t-end: justificatin, design, measuring, testing, deplying, perating and lking fr ways t imprve (Any 2.4) Service value acrss the different stages f the service lifecycle: Hw service strategy elements dictate what cnstitutes value, and hw value is defined and measured (SS 1.1.4, SS 3.2.3) Realizing business value in service peratin (SO sectin 3 up t and including 3.1.1) Testing and demnstrating the service value in service transitin (ST 4.6.3) Mnitring service measurements and using them t supprt all stages f the service lifecycle (SO ) Other key cncepts: Cre, enabling and enhancing services (SS , SS table Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 11 f 20

12 Learning unit Curriculum subjects cvered Level f difficulty 3.5) Organizing fr service management (Any 2.2.3) Use f the RACI mdel t define and clarify rles and respnsibilities, particularly in interfaces between prcesses and between service lifecycle stages (SD ) Risk assessment and risk management (SS 5.6.5, SD , SO 8.3, CSI , Any appendix 'Risk Assessment and Management') Sharing knwledge acrss the service lifecycle, and the use f knwledge management (Any 2.2.5, ST (nt including ), ST , ST , CSI ) ITIL EX: MALC02 Cmmunicati n and stakehlder management Recmmended cntact hurs 3 This learning unit cvers the value f gd cmmunicatin and ensuring its flw acrss the service lifecycle. It als addresses the effective c-rdinatin f interactin with bth the business and suppliers as key stakehlders. T meet the learning utcmes and examinatin level f difficulty, the candidate must be able t evaluate, check, c-rdinate, detect, mnitr, test, judge, analyse, differentiate, rganize, attribute: C-rdinatin f business relatinship management acrss the service lifecycle (SS ) and the rle f business relatinship management in cmmunicatin (SS 6.8.8) Up t Blm s level 5 Evaluating The ability t make judgements based n criteria and standards. Stakehlder management and cmmunicatin (Any 2.1.5, ST 5.3) The value f gd cmmunicatin and ensuring its flw acrss the service lifecycle: ITIL EX: MALC03 Integrating service management prcesses acrss the service lifecycle The use f service mdels t aid cmmunicatin n service strategy and value creatin (SS 3.4.7, SS ) Cmmunicatin during service design (SD , SD ) Cmmunicatin during service transitin (ST 5.1) Cmmunicatin during service peratin (SO 3.6) Cmmunicatin during cntinual service imprvement (CSI 8.5) Recmmended cntact hurs 2 This learning unit addresses hw t build service management capabilities in rder that services flw thrugh the service lifecycle. It includes interfaces between key prcesses and lifecycle stages. T meet the learning utcmes and examinatin level f difficulty, the candidate must be able t evaluate, check, c-rdinate, detect, mnitr, test, judge, analyse, differentiate, rganize, attribute: The integratin f service management thrugh the service lifecycle (Any figure 2.9, any 2.4.2) Up t Blm s level 5 Evaluating The ability t make judgements based n criteria and Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 12 f 20

13 Learning unit Curriculum subjects cvered Level f difficulty The impact f service strategy n ther service lifecycle stages (SS 8.3) The value f a service lifecycle perspective when designing service slutins (SD 3.7.1, including SD figure 3.8) The inputs and utputs f prcesses and stages in the service lifecycle (SS 3.9, SD 3.12, ST 3.3, SO 3.8, CSI 3.12, Any appendix 'Examples f inputs and utputs acrss the service lifecycle') The value t business and the interfaces f all prcesses in the ITIL Service Strategy cre publicatin: Strategy management fr IT services (SS 4.1.3, SS ) Service prtfli management (SS 4.2.3, SS ) Financial management fr IT services (SS 4.3.3, SS ) Demand management (SS 4.4.3, SS ) Business relatinship management (SS 4.5.3, SS ) The value t business and the interfaces f all prcesses in the ITIL Service Design cre publicatin: Design c-rdinatin (SD 4.1.3, SD ) Service catalgue management (SD 4.2.3, SD ) Service level management (SD 4.3.3, SD ) Availability management (SD 4.4.3, SD ) Capacity management (SD 4.5.3, SD ) IT service cntinuity management (SD 4.6.3, SD ) Infrmatin security management (SD 4.7.3, SD ) Supplier management (SD 4.8.3, SD ) The value t business and the interfaces f all prcesses in the ITIL Service Transitin cre publicatin: Transitin planning and supprt (ST 4.1.3, ST ) Change management (ST 4.2.3, ST , ) Service asset and cnfiguratin management (ST 4.3.3, ST ) Release and deplyment management (ST 4.4.3, ST ) Service validatin and testing (ST 4.5.3, ST ) Change evaluatin (ST 4.6.3, ST ) Knwledge management (ST 4.7.3, ST ) The value t business and the interfaces f all prcesses in the ITIL Service Operatin cre publicatin: Event management (SO 4.1.3, SO ) Incident management (SO 4.2.3, SO ) Request fulfilment (SO 4.3.3, SO ) Prblem management (SO 4.4.3, SO ) Access management (SO 4.5.3, SO ) The value t business and the interfaces f the seven-step standards. Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 13 f 20

14 Learning unit Curriculum subjects cvered Level f difficulty imprvement prcess, alng with the rle ther prcesses play (CSI 4.1.3, CSI , CSI 4.1.7, CSI 4.1.8, CSI 4.1.9, CSI ) ITIL EX: MALC04 Managing services acrss the service lifecycle Recmmended cntact hurs 6 This learning unit takes a high-level, hlistic view f service management, frm the perspective f managing services and service cmpnents thrugh the service lifecycle. It fcuses n capturing custmer and stakehlder needs, measuring service value t ensure that needs are met, and balancing ptential cnflicts and cmpeting issues with regards t challenges, critical success factrs and risks. T meet the learning utcmes and examinatin level f difficulty, the candidate must be able t evaluate, check, c-rdinate, detect, mnitr, test, judge, analyse, differentiate, rganize, attribute: Identificatin and assessment f custmer and stakehlder needs and requirements acrss all service lifecycle stages, and ensuring apprpriate pririty is given t them (SD 3.3, SD 3.4, SD 3.5) Up t Blm s level 5 Evaluating The ability t make judgements based n criteria and standards. Hw the service design package (SDP) prvides a link between service design, service transitin and service peratin (SS , SD 4.1.1, ST 4.1.4, ST ) Managing crss-lifecycle prcesses t ensure apprpriate impact and invlvement at all required service lifecycle stages: Flw f knwledge/experience/skills between lifecycle stages (ST 6.7.1, 6.7.2, SO 3.4) Invlve service transitin in early stages f the service lifecycle (ST ) Invlve peratins staff, business users and ther relevant stakehlders in service rehearsals (ST service rehearsals) Implementing and imprving services, using key surces f infrmatin fr identifying the need fr imprvement: Service level management (SLM) review meeting reviewing management infrmatin and trends t ensure that services are meeting agreed service levels (SD , CSI 3.6) Custmer satisfactin surveys (SS , SD , SO , SO table 6.1) Reviewing business trends and changed pririties, and keeping ahead f business prjectins (SS ) The challenges, critical success factrs and risks f the service lifecycle stages, and ptential cnflicts and cmpeting issues acrss the service lifecycle (SS 9.1 SS 9.3, SD 9.1 SD 9.3, ST 9.1 ST 9.3, SO 9.1 SO 9.3, CSI 9.1 CSI 9.3) Recmmended cntact hurs 6 Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 14 f 20

15 Learning unit Curriculum subjects cvered Level f difficulty ITIL EX: MALC05 Gvernance, rles, peple, cmpetence and the rganizatin This learning unit cncentrates n gvernance and the rganizatinal structure required fr successful management and delivery f IT services acrss the service lifecycle. Starting with the need fr gvernance, it cvers the peple skills and cmpetencies, the types f service prviders and rganizatinal structures. T meet the learning utcmes and examinatin level f difficulty, the candidate must be able t evaluate, check, c-rdinate, detect, mnitr, test, judge, analyse, differentiate, rganize, attribute: Gvernance: The imprtance and impact f gd gvernance n service management (SS 5.1) The use f gvernance in surcing (SS 3.7.5) The rle f the IT strategy r steering grup in setting directin, plicy and strategy fr IT services (SD 3.1.6) The applicatin f gvernance in change management, thrugh change authrizatin t ensure the integrity f live services. The rle f the change advisry bard (CAB) (ST , ST ) The supprt frm management systems t ensure apprpriate gvernance (Any 2.3.2, SS 5.2) Up t Blm s level 5 Evaluating The ability t make judgements based n criteria and standards. Organizatinal structure, skills and cmpetence: The challenge and applicatin f rganizatinal develpment (SS 6.1) Assessing and applying varius rganizatinal structures fr service management, and cmbining several perspectives in matrix rganizatins (SS 6.3, SS 6.4, SS 6.7, SD 6.2.3, ST 6.2.1, ST 6.3, SO 6.2.1) Skills and cmpetence (Any f SS 6.10, SD 6.5, ST 6.6, SO 6.9, CSI 6.6) Service prvider types and service strategies: The different service prvider types, and the implicatin f chsing a specific type (SS 3.3, SS 8.1 up t but nt including 8.1.1) The selectin f apprpriate service delivery strategies (SD , including SD table 3.5) ITIL EX: MALC06 Measurement Recmmended cntact hurs 3.5 This learning unit fcuses n the types f measurements that can be used t supprt the mnitring f service management activities and IT services thrughut the service lifecycle. T meet the learning utcmes and examinatin level f difficulty, the candidate must be able t evaluate, check, c-rdinate, detect, mnitr, test, judge, analyse, differentiate, rganize, attribute: Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited Up t Blm s level 5 Evaluating The ability t The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 15 f 20

16 Learning unit Curriculum subjects cvered Level f difficulty Measuring and demnstrating business value (SD 3.1.4) Determining and using metrics: Service measurement (CSI 3.9) Service, prcess and technical metrics (CSI 5.5 up t but nt including 5.5.1) CSFs and KPIs (CSI 5.5.1, CSI , CSI ) Using measurements and metrics t validate, justify, direct, intervene (CSI 5.5.5) make judgements based n criteria and standards. Design and develpment f measurement framewrks and methds: Design and develpment f a service measurement framewrk (CSI 5.4.1, CSI 5.4.4) Designing measurement methds and metrics (SD 3.7.5) Mnitring and cntrl systems Mnitring, reprting and cntrl (SO ) Mnitr cntrl lps (SO excluding ) Use f event management tls t increase visibility f the infrastructure and IT service delivery (SO 7.2, CSI 7.1.3) ITIL EX: MALC07 Implementing and imprving service management capability Recmmended cntact hurs 2.5 This learning unit cvers varius techniques fr implementing service management capability and fr assessing service management maturity and perfrmance t enable effective service management imprvement. It als addresses hw rganizatinal change can be best achieved. T meet the learning utcmes and examinatin level f difficulty, the candidate must be able t evaluate, check, c-rdinate, detect, mnitr, test, judge, analyse, differentiate, rganize, attribute: Implementing service management Understanding the high-level gals and bjectives f the rganizatin. Identifying the external (legislatin, cmpetitrs etc) and internal (rganizatinal structure, culture etc) drivers (CSI 3.1, CSI 3.5) Service strategy implementatin taking a service lifecycle apprach (SS 8.2) Up t Blm s level 5 Evaluating The ability t make judgements based n criteria and standards. Assessing service management Assessing the current situatin regarding service prvisin: Strategic assessment (SS ) SWOT analysis (CSI 5.5.9) Gap analysis and IT service management maturity assessment (CSI 5.2.5, CSI ) Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 16 f 20

17 Learning unit Curriculum subjects cvered Level f difficulty ISO/IEC certificatin (CSI A.6) Six Sigma (CSI A.15) COBIT (CSI A.5) CMMI (CSI A.13, CSI Table 5.3) Assessing current and defining future required maturity levels, quality and cst f prvisin (SS , SS , CSI 5.2, CSI figure 5.2) Using benchmarking t identify need fr imprvement fr each service lifecycle stage (CSI 5.3) Imprving service management Planning fr imprvement with shrt-, medium- and lngerterm imprvement initiatives (CSI 3.4) Using the CSI apprach and Deming Cycle t ensure that the rganizatin cntinues t mve frward with cntinual imprvement (CSI figure 3.1, CSI 3.8) The seven-step imprvement prcess, t measure prgress and enable ptential imprvements t the service lifecycle t be identified (CSI 4.1.5) Key cnsideratins fr implementatin and imprvement f bth the practice f service management and the services themselves: Having the apprpriate business case which shws the return n investment and the value t business either tangible r intangible (SS 3.6 up t SS 3.6.2, SS 4.2.3, SS 5.6.6, CSI 5.6) Stakehlder change management (SS 6.2, ST 5.2, CSI 8.4) Key cnsideratins when planning and implementing service management technlgies (SO 8.5) ITIL EX: MALC08 Summary, exam preparatin and directed studies Recmmended cntact hurs 4.5 This unit summarizes the material cvered in the previus units and prepares candidates fr the examinatin. It is likely that mst curse prviders will wish t ffer, and review, at least ne mck examinatin pprtunity, and it is imprtant that candidates have an pprtunity t familiarize themselves with the case study which will be used fr the examinatin. Recmmended cntact hurs 2.5 Nt applicable Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 17 f 20

18 Lecture and Exercises Meeting the learning bjectives f this syllabus requires interactive discussin and the use f practical exercises during the delivery f an accredited curse. Curse prviders are required t make use f ne r mre case studies and exercises t reinfrce the learning bjectives in this syllabus and prvide practical, real-life cntext t the learning. T aid curse prviders, there are areas within each learning unit whse learning bjectives include such phrases as evaluate, check, judge, etc, which may be cnsidered as pprtunities t intrduce practical curse exercises. These are nt mandated areas fr practical exercises, but are prvided as suggestins fr use by curse prviders. Frmat f the Examinatin Type Duratin Ten (10) multiple chice, gradient-scred questins based upn a single case study, issued in advance, with additinal shrt scenaris t prvide additinal cntext fr each questin. Each questin will have fur pssible answer ptins, ne f which is wrth five marks, ne which is wrth three marks, ne which is wrth ne mark, and ne which is a distracter and achieves zer marks. Maximum 120 minutes fr all candidates in their respective language Prvisins fr additinal time relating t language Prerequisite Supervised Open Bk Candidates cmpleting an exam in a language that is nt their mther tngue have a maximum f 150 minutes t cmplete the exam and are allwed the use f a dictinary. Yes N Pass Scre 35/50 r 70% Tw (2) credits frm ITIL Fundatin certificate plus a minimum f 15 credits frm Intermediate certificates (r ther apprpriate ITIL qualificatin see Prerequisite Entry Criteria n p4) Cmpletin f an accredited curse frm an ITIL Accredited Training Organisatin (ATO) Trainer Qualificatin Criteria This syllabus can nly be delivered by an accredited prvider/trainer. Any prvider/trainer must hld the fllwing qualificatins t be eligible t prvide this syllabus: Criteria Eligibility Degree f prficiency validatin Accredited training rganizatin Required The cmpany shall be registered and in gd standing with the Official ITIL Accreditr ITIL Managing acrss the Instructr must present a valid certificate issued Required Lifecycle certificatin by an accredited Examinatin Institute ITIL Expert certificatin Required Instructr must present a valid certificate issued by an accredited Examinatin Institute Apprved Delivery Structure Structure Training delivery Operatinal Standard Requirements Training prviders are free t structure and rganize their training in the way they find mst apprpriate, prvided the units f the syllabus are sufficiently cvered. Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 18 f 20

19 Training can be delivered using an instructr in a classrm with the students, r virtually via an e-learning / learning technlgy slutin. Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 19 f 20

20 Terminlgy List After studying this curse, the candidate is expected t understand the meanings f the fllwing terms in the cntext f managing acrss the service lifecycle. This list des nt include terms used at the fundatin level, nr des it include terms which are explicitly mentined within the learning units f this syllabus, all f which the candidate is als expected t understand. acceptance accunting accredited agreement analytical mdelling applicatin applicatin prtfli applicatin sizing architecture asset management attribute authrity matrix best practice brainstrming budget budgeting business bjective business peratins business prcess business relatinship manager business service capability Capability Maturity Mdel Integratin (CMMI) capacity capacity management infrmatin system capacity planning capital cst change change prpsal change schedule change windw chargeable item charging plicy cmpliance cmpnent cnfidentiality cnfiguratin cre service cst centre CSI register custmer agreement prtfli custmer asset custmer prtfli custmer-facing service dashbard deplyment depreciatin design develpment differential charging ecnmies f scale ecnmies f scpe effectiveness external custmer external service prvider fit fr purpse fit fr use internal custmer internal service prvider internet service prvider ISO 9001 ISO/IEC Kan mdel maintainability manageability market space ffshre nshre pprtunity cst utcme prgramme prject prject prtfli recvery recvery ptin standard SWOT analysis tactical threat ttal cst f wnership ttal cst f utilizatin transactin value chain value netwrk variance E N D O F D O C U M E N T Reprductin f this material requires the permissin f AXELOS Limited. The sw irl lg is a trade mark f AXELOS Limited ITIL is a registered trade mark f AXELOS Limited The ITIL Managing Acrss the Lifecycle Certificate Syllabus v5.2 January 2013 Versin 5.2 (Status Live) Page 20 f 20