Capstone course for ITIL Expert certification

Course Overview

This 4-day capstone course focuses on the knowledge required to implement and manage IT Services through the entire Service Lifecycle. This training will enable you to synthesize and apply abstract ITIL concepts to address specific business needs while preparing you to successfully complete the MALC exam. Passing the MALC exam earns you the coveted title of ITIL Expert.


Live Instructor


Our most interactive learning mode provides maximum face to face interaction

From $2795


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Early Registration: 9+ Weeks Prior to Start Date
General Registration: 2 - 9 Weeks Prior to Start Date
Late Registration: Fewer than 2 Weeks Prior to Start Date

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ITIL® MALC Training and Certification
Washington, DC - Beyond20 DC Office
June 17 - June 20, 2019 . 4 days
9:00 am - 5:00 pm


Early Registration

ITIL® MALC Training and Certification
Washington, DC - Beyond20 DC Office
December 2 - December 5, 2019 . 4 days
8:00 am - 5:00 pm


Early Registration

Why Beyond20

How We Teach

People learn differently, so we use a variety of methods to teach concepts throughout the course. In addition to exam preparation and practice quizzes, you'll engage in round-table discussions, group exercises, and games designed to give practical context to the concepts. We take this approach not only because it's more interesting and fun than simply memorizing vocabulary, but because it works.

All of our trainers are full-time Beyond20 staff

No temporary workers or subcontractors here. Our trainers are working consultants who implement best practice processes and tools when they're not in the classroom. You might say we practice what we preach. It's a great system, when you think about it - we're better consultants because we know these concepts inside and out, and we're better trainers because we get to put the theory into practice in the real world.

We don't just teach to the exam (though we certainly do that), we also give you practical and personalized tools you can take back to work.

We're a Registered Education Provider with PMI, so if you're PMP Certified, the course will earn you PDUs!

Industry-Leading Course Materials

All of our courseware is reviewed multiple times a year to ensure it's up to date, in line with best practice standards, and effective! We incorporate feedback from students to constantly improve our course books, in-class activities, and (sorry) homework. The goal is to provide you with the tools to not only get you through class and pass the exam, but also to have a reliable reference when you get back to the office.

All of our instructors are experienced practitioners with real world ITIL implementation expertise. (Real experience, too. Like, former-CIO-level experience.)

We're a US-based organization with offices in DC, Phoenix, and San Diego.


  • Definition
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
  • Considering End to End Services
  • Processes Through the Lifecycle
  • Value to Business
  • How Value is Defined & Measured
  • Creating Value
  • Value Added and Value Realized
  • Value Capture
  • Realizing Business Value Through Service Operation
  • Testing and Demonstrating the Service Value in Service Transition
  • Monitoring Service Measurements and Using Them to Support all Stages of the Service Lifecycle
  • Core, Enabling, & Enhancing Services
  • Organizing for Service Management
  • Designing Roles – The RACI Model
  • Processes and RACI
  • Identifying and Managing Risk
  • Assessing and Managing Risk in Service Operation
  • Relating Risk Management to Safety, Security, and Business Continuity
  • Risk Assessment and Management
  • Knowledge Management & the SKMs
  • Policies, Principles, and Basic Concepts
  • Knowledge Management Strategy
  • Knowledge Transfer
  • BRM and Service Strategy
  • BRM and Service Design
  • BRM and Service Transition
  • BRM and Service Operation / CSI
  • BRM Roles
  • Stakeholder Map and Analysis
  • Stakeholder Changes
  • Service Models
  • Coordinating Design Activities
  • Managing Communications and Commitment
  • Communication Planning
  • Methods of Communication
  • Meetings
    • Operations
    • Department, Group, Team
    • Customer
  • Defining a Communication Plan
  • Communication Transformation
  • Service Strategy & Service
  • Service Strategy & Service Operation
  • Service Strategy and CSI
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continued Service Improvement
  • Service Strategy – Interfaces
  • Portfolio Management – Value to Business
    • Interfaces
  • Financial Management – Value to Business
    • Interfaces
  • Demand Management – Value to Business
    • Interfaces
  • BRM – Value to Business
    • Interfaces
  • Design Coordination
  • Catalog Management
  • SLM
  • Availability Management
  • Capacity Management
  • Security Management
  • Supplier Management
  • Transition Planning and Support
  • Change Management
  • SACM
  • Release and Deployment
  • Testing and Validation
  • Change Evaluation
  • Knowledge Management
  • SO
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • 7-Step CSI Improvement Process
  • Service Level Management
  • Availability Management
  • Event Management, Incident Management, and Service Desk
  • Information Security Management
  • Financial Management for IT Services
  • Balanced Design
  • Identifying and Documenting Business Requirements and Drivers
  • Service Models
  • Design Coordination – Purpose and Objectives
  • Policies, Principles, and Basic Concepts
  • Upstream Relationships for Service Transition
  • Downstream Process and Procedure Influence
  • Operation Staff Involvement in Other Service Lifecycle Stages
  • Ensure Early Involvement in the Service Lifecycle
  • Service Rehearsals
  • Pilots
  • Conducting Service Reviews
  • Service Level Management
  • Customer Satisfaction Surveys
  • Collating, Measuring, and Improving Customer Satisfaction
  • Strategic Assessment
    • Analyze the Internal / External Environments
  • Challenges, CSFs, and Risks
    • Define Market Spaces
    • Service Strategy: Challenges & Risks
    • Service Strategy: Risks, CSFs,
    • Service Design: Challenges, Risks, CSFs & KPIs
    • Service Transition: Challenges, Risks, CSFs,
    • Service Operation: Challenges, Risks, CSFs
    • CSI: Challenges, Risks, CSFs
  • Governance and Management Activities
  • Governance Bodies
  • Sourcing Governance
  • ISG – Setting Direction, Policy, and Strategy for IT Services
  • Authorize Change Build and Test
  • Change Advisory Board
  • Management Systems
  • Establishing and Maintaining a Service Management System
  • Organizational Development
  • Stages of Organizational Development
  • Organizational Departmentalization
  • Design
  • Logical Organization Structure for and IT Service Provider
  • Example Service Design Organization
    • Small
    • Large
  • Organizational Context for Transitioning a Service
  • SO Functions and Activities
  • Competence and Skills for Service Management
  • Competence and Skills Framework
  • Training
  • Choosing Service Provider Types
  • Implementation Through the Lifecycle
  • Selecting Service Delivery Strategies
  • Service Measurement
  • Which Steps Support CSI
  • Metrics
  • Definitions
  • How many CSFs and KPIs
  • Using Measurement and Metrics
  • Creating a Measurement Framework Grid
  • Designing Measurement Methods and Metrics
  • The Metrics Tree
  • Definitions
  • Monitor Control Loops
  • Complex Monitor Control Loops
  • The ITSM Monitor Control Loop
  • Event Management
  • CSI Approach
  • Business Questions for CSI
  • External and Internal Drivers
  • SS Implementation Activities Following a Lifecycle Approach
  • Setting the Implementation Strategy
  • Designing Service Strategy
  • Special Note on Implementing Service Portfolio Management
  • Transitioning Service Strategy
  • Operating Service Strategy
  • Assessing ITSM
    • SWOT
    • Process Maturity Comparison
    • Strategy Execution: Align Assets with Customer Outcomes
    • Aligning Service Assets, Services and Business Outcomes
    • Assessments
    • When to Assess
    • What to Assess and How
    • Advantages and Risks of Assessments
    • Value of Processes vs Maturity of Processes.
    • Benchmarking
    • Benchmarking Procedure
    • Benchmarking Benefits
    • What to Benchmark
    • Benchmark Approach
    • Comparison with Industry Norms
  • Improving ITSM
    • The Deming Cycle
    • 7-Step CSI Improvement process
    • Service Economic Dynamics for External Service Providers
    • Service Economic Dynamics for Internal Service providers
  • Sample Business Case Structure
  • Business Impact Analysis
  • Portfolio Management – Value to Business
  • Preparing a Business Case
  • Creating a Return on Investment
  • Establishing the Business Case
  • Expectations- What’ In It for Me?
  • Business Cases in a Data-poor Environment
  • Measuring Benefits Achieved
  • Organizational Change
  • Managing Organization and Stakeholder Change
  • The Emotional Cycle of Change
  • Organization, Roles, and Responsibilities
  • Service Transition’s Role in Organizational Change
  • Strategy and Design for managing Organizational Change
  • Planning and Implementing Organizational Change
  • Organizational Change Products
  • Organizational Change Readiness
  • Dealing with the Organization and People in sourcing changes
  • Methods, Practices, & Techniques
  • CSI and Organizational Change
    • Create a Sense of Urgency
    • Form a Guiding Coalition
    • Create a Vision
    • Communicate the Vision
    • Empower Others to Act on the Vision
    • Plan For and Create Short-Term Wins
    • Consolidate Improvements and Produce More Change
    • Institutionalize the Change
  • Planning and Implementing Service management Technologies
  • Deployment
  • Capacity Checks
  • Timing of Technology Deployment


Managing Across the Lifecycle is a capstone module aimed at those candidates interested in achieving ITIL Expert certification, for which MALC is a key requirement.

Yes, you must have a total of 17 credits from other ITIL courses to take MALC. This includes the two credits from ITIL Foundation certification, plus a minimum of 15 credits from ITIL Intermediate or other appropriate ITIL certifications.

MALC is 4 days in length.

Individuals who hold the PMP certification will receive 40 PDUs through the course.

The learning outcomes of the MALC module are intended to bring students from ITIL content knowledge to ITIL content application and integration knowledge, and to provide skills that can be used in the workplace in a tangible way.

All course materials – a course workbook, exercises, case study, practice questions, and the certification exam – are included.

The certification exam is included as part of the class, to be taken the afternoon of the fourth day.

The 2-hour exam includes ten multiple choice, gradient-scored questions based upon a single case study, issued in advance, with additional short scenarios which provide supplementary context for each question. Each question will have four possible answers: one worth five marks, one worth three marks, one worth one mark, and one “distracter” worth zero marks. Students must score a 35/50 (70%) correct to pass the exam. Pass the MALC exam automatically achieves ITIL Expert designation.

We guarantee you’ll pass and will pay for one exam retake.

No, your MALC certification will never need to be renewed.

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