Capability Modules
ITIL v3 Operational Support & Analysis
Duration: 5 days.
Audience: The course, ITIL v3 Capability Module Operational Support & Analysis, is targeted towards existing holders of the
ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in operational support & analysis.
Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
Pre-requisites: An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
Topics Covered: Candidates can expect to gain competencies in the following upon successful completion of the course:
· Service management as a practice and service operation principals.
· The following processes across the service lifecycle pertaining to the capability of Operational Support and Analysis:
Event Management, Incident Management, Request Fulfilment, Problem Management and Access management.
· Relevant operational activities of processes covered in other lifecycle phases.
· Common service operation activities related to Operational Support & Analysis.
· Organizing for service operation which describe functions to be performed within Operational Support and Analysis
such as service desk, technical management, IT operations management and application management.
· Operational Support and Analysis roles and responsibilities.
· Technology and implementation considerations.
· Challenges, critical success factors and risks.
ITIL v3 Release, Control and Validation
Duration: 5 days.
Audience: The course ITIL v3 Capability Module Release, Control & Validation is targeted towards existing holders of the
ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Release, Control & Validation.
Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
Pre-requisites: An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
Topics Covered: Candidates can expect to gain competencies in the following upon successful completion of the course:
· Service management as a practice.
· The following processes across the Service Lifecycle pertaining to the Capability of Release, Control and Validation:
Change Management, Service Release and Deployment Management. Service Validation and Testing, Service Asset and
Configuration Management. Knowledge management and service request fulfilment and evaluation.
· Common service operation activities related to Release, Control and the Validation processes.
· Organizing for service operation which describe functions to be performed within Release, Control and the Validation processes.
· Release, Control and Validation process roles and responsibilities.
· Technology and implementation considerations.
· Challenges, critical success factors and risks.
· CSI as a consequence of effective Release, Control and Validation processes.
ITIL v3 Service Offerings and Agreements
Duration: 5 days.
Audience: The course, ITIL v3 Capability Module Service Offerings and Agreements, is targeted towards existing holders of the
ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Service Offerings and Agreements.
Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
Pre-requisites: An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
Topics Covered: Candidates can expect to gain competencies in the following upon successful completion of the course:
· Service Management as a practice.
· The following processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum:
Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management,
Supplier Management, Financial Management.
· Operational activities of processes covered in other lifecycle phases such as Incident and change Management.
· Common Service Operation activities related to Service Offerings and Agreement.
· Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement.
· Service Offerings and Agreement roles and responsibilities.
· Technology and implementation considerations.
· Challenges, critical success factors and risks.
· CSI as a consequence of effective Service Offerings and Agreement.
ITIL v3 Planning, Protection and Optimization
Duration: 5 days.
Audience: The course ITIL v3 Capability Module Planning, Protection and Optimization is targeted towards existing holders of the
ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Planning, Protection and Optimization.
Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
Pre-requisites: An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
Topics Covered: Candidates can expect to gain competencies in the following upon successful completion of the course:
· Service Management as a practice.
· The following processes across the service lifecycle pertaining to the practice elements within Planning, Protection & Optimization:
Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management,
Demand Management, Risk Management for Service Planning, Protection & Optimization.
· Common service operation activities related to Planning, Protection & Optimization.
· Organizing for service operation which describe functions to be performed within Planning, Protection & Optimization.
· Planning, Protection & Optimization roles and responsibilities.
· Technology and implementation considerations.
· Challenges, critical success factors and risks.
· Continual service improvement as a consequence of effective Planning, Protection & Optimization.