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ITIL  Capability

ITIL® V3 Intermediate Level: Service Capability - Operational Support and Analysis

The ITIL Certificate in Operational Support and Analysis (OSA) course is one of the four courses that fit into the capability stream for ITIL certification.

This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management Lifecycle.

The Operational Support and Analysis course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • The Service Desk
  • Technical Management
  • IT Operations Management

This course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.
The main focus of the course is covered by the Service Operation volume of the IT Infrastructure Library (ITIL). The core volume of Service Operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimization of the services provided.

Target Audience
  • Individuals who have attained the ITIL Foundation certificate in Service Management, certificate and who wish to advance to higher level ITIL certifications
  • Individuals who require a practical understanding of the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service within an organization operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management and the Service Desk, Technical Management, IT Operations Management and Application functions who wish to enhance their role-based capabilities.
Exam information

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which achieves no marks. The pass mark is 28 marks from 40 (70%).

ITIL® Capability Certificate in Planning, Protection and Optimisation

The ITIL® Certificate in Planning, Protection and Optimisation (PPO) Course is one of the four courses that fit into the capability stream for ITIL certification.

This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management Lifecycle.

The Planning, Protection and Optimisation Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:-

  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Demand Management

This course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification

The main focus of the course is covered by the Service Design volume of the IT Infrastructure Library® (ITIL®).

The core volume of Service Design provides guidance on the design of new or changed services for introduction into the live environment.

The ITIL® Framework is a source of good practice in service management. ITIL® is used by organizations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organization’s capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

The course is comprised of lecture sessions, facilitated assignments and exercises and a practice examination.

Examination

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%). Photo ID is required for any examination.

Target Audience
  • Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications
  • Individuals who require a practical understanding of the Planning, Protection and Optimisation processes and how they may be used to enhance the quality of IT service within an organisation
  • Operational staff involved in Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management, and Risk Management who wish to enhance their role-based capabilities.

ITIL® Capability Certificate in Release Control and Validation

The ITIL Certificate in Release, Control and Validation (RCV) course is one of the four courses that fit into the capability stream for ITIL certification. This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

The Release, Control and Validation Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to -

  • Change Management
  • Release and Deployment Management
  • Service Validation and Testing
  • Service Asset and Configuration Management
  • Request Fulfilment
  • Service Evaluation
  • Knowledge Management

This course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.

The core volume of Service Transition provides guidance on managing change along with risk and quality whilst ensuring IT Operations can manage those changes within the context of the ICT Infrastructure.

Target Audience:
  • Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications
  • Individuals who require a practical understanding of the Release, Control and Validation processes and how they may be used to enhance the quality of IT service within an organisation
  • Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management who wish to enhance their role-based capabilities
Examinations

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 mark.

ITIL® Capability Certificate in Service Offerings and Agreements

The ITIL Certificate in Service Offerings and Agreement (SOA) Course is one of the four courses that fit into the capability stream for ITIL certification.

This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

The Service Offerings and Agreements Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:

  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Business Relationship Management

The main focus of the course is covered by the Service Strategy & Service Design volumes of the IT Infrastructure Library (ITIL).

This course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification

Target Audience:
  • Individuals who have attained the ITIL Foundation certificate in Service Management, and who wish to advance to higher level ITIL certifications
  • Individuals who require a practical understanding of the Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service within an organisation
  • Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.
    It is accredited by, and follows the syllabus specified by the APM Group (www.apmgroup.co.uk).
Examination:

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).

ITIL® Lifecycle Certificate in Continual Service Improvement

The ITIL Lifecycle in Continual Service Improvement Certificate is one of five courses that fit into the lifecycle stream of the ITIL certification. This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

Target Audience:
  • Individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
  • IT professionals working within or about to enter a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved.
  • Individuals seeking the ITIL Expert in IT Service Management for which this qualification is one of the prerequisite modules.
  • Individuals seeking progress towards the ITIL Master if IT Service Management for which the ITIL Expert is a prerequisite.
Examination:

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).

ITIL® Lifecycle Certificate in Service Design

The ITIL Lifecycle in Service Design Course is one of the five courses that fit into the lifecycle stream for ITIL certification. This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to have a comprehensive understanding of the processes and roles described in the Service Design element of the Service Management lifecycle.

This course provides 21 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.

The ITIL Framework is a source of good practice in service management. ITIL is used by organizations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organization’s capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

Target Audience:
  • Managers who have attained the ITIL Foundation certificate in Service Management certificate and who wish to advance to higher level ITIL certifications
  • Managers who require a practical understanding of the Service Design processes and how they may be used to enhance the quality of IT service within an organisation
  • Operational staff involved in Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, and Supplier Management, who wish to enhance their role-based capabilities
Examinations

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).

ITIL® Lifecycle Certificate in Service Operations

The ITIL Service Operation Certificate Course is one of five lifecycle courses that fit into the intermediate stream for ITIL certification. It is a free-standing qualification but it is also a module contributing to the ITIL Expert in IT Service Management Certificate.

This certification is aimed at people involved with the management and control of Service Operation and, as such, does not cover process details in great depth. (For that level of information see the ITIL Expert Qualification: Operational Support and Analysis Certificate). The Service Operation Course provides information to enable delegates to gain competencies in:

  • Service Operations Principles
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks

This course also provides 21 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.

Target Audience:
  • Individuals who have attained the ITIL Foundation certificate in Service Management, and who wish to advance to higher level ITIL certifications
  • Individuals who require a understanding of Service Operation and how it enhances the quality of IT service within an organisation
  • Anyone involved in the ongoing management, coordination or integration of operational activities within the Service Lifecycle
Examinations:

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).

ITIL® Lifecycle Certificate in Service Strategy

The ITIL® Lifecycle Certificate in Service Strategy Course is one of the five modules that fit into the lifecycle stream for ITIL® certification. The course is intended to provide the holders of the ITIL® Foundation certificate in IT Service Management with a practical level of proficiency in the management of the Service Strategy stage of the Service Lifecycle and to test and validate this knowledge in the associated exam and certification.

Delegates will gain competencies in the following elements of Service Strategy:

  • Introduction to service strategy
  • Service strategy principles
  • Service strategy processes
  • Strategy Management for IT Services
  • Service Portfolio Management
  • Demand Management
  • Financial Management for IT Services
  • Business Relationship Management
  • Governance
  • Organizing for service strategy
  • Technology considerations
  • Implementing service strategy
  • Challenges, critical success factors and risks

This course also provides 21 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.

The ITIL® Framework is a source of good practice in service management. ITIL® is used by organizations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organization’s capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

Target Audience:
  • IT professionals working in roles associated with strategic planning.
  • Individuals in leadership roles that are engaged in managing and coordinating activities within the Service Lifecycle and who are responsible for integrating these activities into a strategic framework.
  • Individuals who have attained the ITIL Foundation certificate in Service Management, and who wish to advance to higher level ITIL certifications
  • Individuals who require a practical understanding of the Service Strategy processes and how they may be used to enhance the quality of IT service within an organisation
Examinations

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).

ITIL® Lifecycle Certificate in Service Transition

The ITIL Service Transition Certificate Course is one of five lifecycle courses that fit into the intermediate stream for ITIL certification. It is a free-standing qualification but it is also a module contributing to the ITIL Expert in IT Service Management Certificate.

This certification is aimed at people involved with the management and control of Service Transition and, as such, does not cover process details in great depth. (For that level of information see the ITIL Expert Qualification: Release, Control and Validation Certificate).

Target Audience:
  • individuals who have attained the ITIL Foundation certificate in Service Management, and who wish to advance to higher level ITIL certifications including ITIL Expert and ITIL Master
  • individuals who require a understanding of Service Transition and how it enhances the quality of IT service within an organisation
  • anyone involved in the ongoing management, coordination or integration of Transitional activities within the Service Lifecycle
Examinations

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).

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