ITIL® Intermediate Training

Online ITIL® Intermediate Level Training, delivered by the experts

About the Course

Global IT Networks are proud to offer course units across both the Service Lifecycle and Service Capability streams, which, in order to achieve the final ITIL® diploma, candidates can take to gain credits towards the required total.

Both of these intermediate streams assess your comprehension and ability to apply the concepts of ITIL®.

 

ITIL® Service Lifecycle Stream

The ITIL® Intermediate Service Lifecycle stream consists of five individual qualifications or modules, each based on one of the ITIL® Service Lifecycle phases, built around the guidance within each of the OGC core ITIL® titles:

ITIL® Service Strategy (SS) - 3 credits ↓

Service Strategy (SS) is a free-standing qualification, but is also part of the ITIL® Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL® Expert in IT Service Management Certificate.


The ITIL® Certificate in Service Strategy is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

 

Learning Objectives & Content
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

 

Core Concepts

  • Purpose and objectives of service strategy
  • Scope of service strategy and value to business
  • Service strategy and the overall ITIL® lifecycle
  • Strategy concepts and practices
  • The context of service strategy in relation to design, transition, operation and continual process improvement
  • Exploring strategic perspectives, plans and positions


Service Strategy Principles

  • Deciding on service strategy
  • Defining services
  • Basic approach to deciding a strategy
  • Utilizing the four Ps of service strategy
  • Perspective
  • Position
  • Plan
  • Pattern


Strategy and Opposing Dynamics

  • Leveraging the combined use of utility and warranty
  • Defining and creating value
  • Assets: customer, service and strategic
  • Choosing service providers
  • Meeting business outcomes
  • Outperforming competitors
  • Service economics and sourcing strategies
  • Strategy inputs and outputs within the service lifecycle


Service Strategy Processes

  • Creating effective service strategies
  • Integrating the five service strategy processes
  • Creating value for the business
  • Strategy execution


Strategy and Financial Management for IT Services

  • Purpose and objectives
  • Describing the process activities


Service Portfolio Management

  • Identifying process activities, methods and techniques
  • Applying value to business


Demand Management

  • Strategies for demand management
  • Profiling, segmentation and service packaging strategies
  • Demand and customer outcomes


Business Relationship Management

  • Distinguishing triggers, inputs, outputs and interferences
  • Critical success factors and key performance indicators
  • Challenges and risks


Analyzing IT Governance

  • What is IT governance?
  • How strategy relates to governance
  • Setting strategy
  • Leveraging governance frameworks and bodies to set strategy
  • Implementing governance
  • Evaluate, direct, monitor
  • Producing a governance framework
  • Distinguishing governance bodies


Technology Considerations

  • Organizing for service strategy
  • Identifying organizational development
  • Applying organizational departmentalization
  • Deciding organizational design


Technology and Service Strategy

  • Automating service
  • Analyzing and producing service interfaces

 

Implementing Service Strategy

  • Developing implementation strategies that follow a lifecycle approach
  • Implementation through the lifecycle
  • Following a lifecycle approach

 

Critical Success Factors and Risks

  • Providing insight and guidance for strategic challenges, risks and critical success factors
  • Determining the viability of strategic positions and plans
  • Challenges, benefits and risks
  • Types of risks and high-level approaches for mitigating risk

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

 

Who is this course for?

Individuals who require a deep understanding of ITIL® Certificate in Service Strategy Operational staff involved in Process covered in SS, Technical Management, IT Operations Management and Application Management.

 

Duration

3 Days

 

Examination Method

90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.

 

Passing Score

70% (28/40)

 

Take this Course

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ITIL® Service Design (SD) - 3 credits ↓

Service Design (SD) is a free-standing qualification, but is also part of the ITIL® Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Service Design is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

 

Learning Objectives & Content
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

 

Introduction to Service Design

  • Key Service Management Concepts
  • Purpose, Goals, and Objectives of Service Design
  • Scope of Service Design
  • Service Design Processes
  • Supporting the Service Lifecycle
  • Value of Service Design
  • Service Design Fundamentals
  • Processes within Service Design
  • Service Design Inputs and Outputs

 

Service Design Principles

  • Holistic Design, Service Composition, and the Four Ps of Service Design
  • Five Major Aspects of Service Design
  • Importance of Taking a Balanced Approach to Service Design
  • Service Requirements, Business Requirements, and Drivers
  • Design Activities and their Constraints
  • Service-Oriented Architecture Principles
  • Service Design Models

 

Design Coordination Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

Service Catalogue Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Service Catalogue Management Roles

 

Service Level Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Service Level Management Roles

 

Supplier Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Supplier Management Roles

 

Availability Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Availability Management Roles

 

Capacity Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Capacity Management Roles

 

IT Service Continuity Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key IT Service Continuity Management Roles

 

Information Security Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Information Security Management Roles

 

Organizing for Service Design

  • Functional Role Analysis
  • Using the RACI Matrix in Process Design
  • Functions within Service Design
  • Business Impact Analysis

 

Technology and Implementation Consideration

  • Good Practices for Process Implementation
  • Generic Requirements for Technology to Assist Service Design
  • Applying Evaluation Criteria for Technology and Processes
  • Planning and Implementing Service Management Technologies
  • Challenges, Risks, and CSFs of Service Design

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

 

Who is this course for?

Individuals who require a deep understanding of ITIL® Certificate in Service Strategy Operational staff involved in Process covered in SS, Technical Management, IT Operations Management and Application Management.

 

Duration

3 Days

 

Examination Method

90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.

 

Passing Score

70% (28/40)

 

Take this Course

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ITIL® Service Transition (ST) - 3 credits ↓

Service Transition (ST) is a free-standing qualification, but is also part of the ITIL® Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Service Transition (ST) is intended to enable the holders of the ST certificate to apply the practices in resolution and support of the Service Management Lifecycle.

 

Learning Objectives & Content

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

 

Service Transition

  • Purpose and Objectives
  • Scope
  • Business Value
  • Context
  • Processes

 

Service Transition Principles

  • Policies
  • Optimizing Performance
  • Inputs and Outputs by Lifecycle Stage

 

Transition Planning and Support

  • Purpose and Objectives
  • Scope of Transition Planning and Support
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Transition Planning and Support
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

Service Asset and Configuration Management

  • Purpose and Objectives
  • Scope of Service Asset and Configuration Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Service Asset and Configuration Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

Change Management

  • Purpose and Objectives
  • Scope of Change Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Change Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

Change Evaluation

  • Purpose and Objectives
  • Scope of Change Evaluation
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Key Terminology
  • Activities, Methods, and Techniques
  • Trigger, Inputs, and Outputs
  • Process Interfaces with Change Evaluation
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

Release and Deployment Management

  • Purpose and Objectives
  • Scope of Release and Deployment Management
  • Business Value
  • Policies and Principles
  • Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Release and Deployment Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

Service Validation and Testing

  • Purpose and Objectives
  • Scope of Service Validation and Testing
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Trigger, Inputs, and Outputs
  • Process Interfaces with Service Validation and Testing
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

Knowledge Management

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Knowledge Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

Managing People and Organizing for Service Transition

  • Managing Communications and Commitment
  • Managing Organizational and Stakeholder Change
  • Organizational Development
  • Functions
  • Organizational Context for transitioning a service

 

Technology and Implementation Considerations

  • Knowledge Management Tools
  • Collaboration
  • Configuration Management System
  • Integrated Approach to Service Transition Processes
  • Implementing Service Transition in a Virtual or Cloud Environment

 

Service Transition Challenges, Risks, and CSFs

  • Challenges
  • Risks
  • CSFs
  • External Factors

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

 

Who is this course for?

Individuals who require a deep understanding of ITIL® Certificate in Service Strategy Operational staff involved in Process covered in SS, Technical Management, IT Operations Management and Application Management.

 

Duration

3 Days

 

Examination Method

90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.

 

Passing Score

70% (28/40)

 

Take this Course

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ITIL® Service Operation (SO) - 3 credits ↓

Service Operation (SO) is a free-standing qualification, but is also part of the ITIL® Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Service Operation is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

 

Learning Objectives & Content

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

 

Service Operation Practices

  • Purpose and Objectives of Service Operation
  • Scope of Service Operation
  • Context of Service Operation in the Service Lifecycle
  • Business Value of Service Operation
  • Fundamentals

 

Service Operation Principles

  • Achieving Balance in Service Operation
  • Providing Good Service
  • Operations Staff Involvement in Other Lifecycle Stages
  • Operational Health
  • Communication
  • Documentation
  • Service Operation Inputs and Outputs

 

Event Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

 

Incident Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

 

Problem Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

 

Request Fulfillment Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

 

Access Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

 

Common Service Operation Activities

  • Monitoring and Control
  • IT Operations
  • Server and Mainframe Management and Support
  • Network Management
  • Storage and Archive
  • Database Administration
  • Directory Services Management
  • Desktop and Mobile Device Support
  • Middleware Management
  • Internet/Web Management

 

Service Desk Function

  • Role, Objectives, and Organizational Structures
  • Service Desk Staffing and Environmental Considerations
  • Key Considerations for Outsourcing the Service Desk
  • Key Roles Supporting the Service Desk

 

Technical Management Function

  • Role, Objectives, and Activities
  • Relationship between Technical Design and Technical Maintenance and Support
  • Metrics to Measure Technical Management
  • Key Technical Management Documentation
  • Roles Supporting Technical Management

 

IT Operations Management Function

  • Role, Objectives, and Activities
  • Metrics to Measure IT Operations Management
  • Key IT Operations Management Documentation
  • Roles Support IT Operations Management

 

Applications Management Function

  • Role, Objectives, and Activities
  • Principles of Application Management
  • Application Management Lifecycle
  • Metrics to Measure Applications Management
  • Key Applications Management Documentation
  • Roles Supporting Applications Management
  • Service Operation Organizational Structures
  • Technology and Implementation Considerations

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

 

Who is this course for?

Individuals who require a deep understanding of ITIL® Certificate in Service Strategy Operational staff involved in Process covered in SS, Technical Management, IT Operations Management and Application Management.

 

Duration

3 Days

 

Examination Method

90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.

 

Passing Score

70% (28/40)

 

Take this Course

Enquire Now

ITIL® Continual Service Improvement (CSI) - 3 credits ↓

Continual Service Improvement (CSI) is a free-standing qualification, but is also part of the ITIL® Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Continual Service Improvement (CSI) is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

 

Learning Objectives & Content

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

 

Continual Service Improvement

  • Purpose, Objectives, and Scope
  • Business Value
  • CSI Approach
  • Context of CSI within the Service Lifecycle
  • Inputs and Outputs

 

CSI Principles

  • CSI Success Depends on Understanding Change within an Organization
  • CSI Success Depends on Clear Ownership and Accountability
  • How the CSI Register Supports CSI
  • CSI is Driven and Influenced by Service Level Management
  • Importance of Knowledge Management and the Deming Cycle to CSI
  • CSI Used to Ensure Effective Governance
  • Frameworks, Models, Standards, and Quality Systems Supporting CSI

 

Seven-Step Improvement Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Other Processes Support the Seven-Step Improvement Process

 

CSI Methods and Techniques

  • Assessments
  • Gap Analysis
  • Benchmarking
  • Service and Process Measurement
  • Metrics and Measurement Frameworks
  • Calculating Return on Investment
  • Service Reporting Policies and Principles
  • How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI

 

Organization for CSI

  • Service Owners
  • Process Owner and Process Managers
  • Process Practitioners
  • CSI Manager
  • The Nature of the Seven-Step Improvement Process Activities and the Skills Required
  • CSI Manager vs. Other Supporting Roles
  • How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI

 

Technology Considerations for CSI

  • IT Service Management Suites
  • Systems and Network Management Tools
  • Event Management
  • Automated Incident/Problem Resolution
  • Performance Management
  • Statistical Analysis Tools
  • Project and Portfolio Management Tools
  • Financial Management Tools
  • Business Intelligence and Reporting Tools

 

Implementing CSI

  • Critical Considerations and Where to Start
  • Role of Governance to CSI
  • Effect of Organizational Change for CSI
  • Communication Strategies and Plans
  • CHALLENGES, CSFS, AND RISKS
  • Challenges Facing CSI
  • CSFs for CSI
  • Risks Associated with Implementing CSI

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

 

Who is this course for?

Individuals who require a deep understanding of ITIL® Certificate in Service Strategy Operational staff involved in Process covered in SS, Technical Management, IT Operations Management and Application Management.

 

Duration

3 Days

 

Examination Method

90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.

 

Passing Score

70% (28/40)

ITIL® Service Capability Stream

The ITIL® Capability stream consists of four individual qualifications, which focus on a series of clustered process activities, their execution and use throughout specific phases of the ITIL® Service Lifecycle as follows:

ITIL® Service Offerings and Agreements (SOA) - 4 credits ↓

Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate.

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL® Service Lifecycle core publications.

 

Learning Objectives & Content
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Service Management as a Practice
  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Business Relationship Manager
  • Operational activities of processes covered in other Lifecycle phases such
  • Organizing for Service Operation which describe functions to be performed within SOA
  • Service Offerings and Agreement roles and responsibilities
  • Technology and Implementation Considerations
  • Processes across the Service Lifecycle pertaining to the Service Offerings

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management

 

Who is this course for?

Individuals who require a deep understanding of ITIL® Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.

 

Duration

3 Days

 

Examination Method

90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.

 

Passing Score

70% (28/40)

 

Take this Course

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ITIL® Planning Protection and Optimization (PPO) - 4 credits ↓

Planning, Protection and Optimization (PPO) Certificate is a freestanding qualification but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

The ITIL® Certificate in Planning, Protection and Optimization is intended to enable the holders of the certificate to apply PPO practices during the service management lifecycle.

 

Learning Objectives & Content
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

  • Introduction to planning, protection and optimization
  • Capacity management
  • Availability management
  • IT service continuity management (ITSCM)
  • Information security management
  • Demand management
  • Planning, protection and optimization roles and responsibilities
  • Technology and implementation considerations

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

 

Who is this course for?

  • IT professionals, Business managers, Business process owners IT professionals, Business managers, Business process owners
  • Operational staff involved in capacity management, availability management, ITSCM, information security management, and demand management, and who wish to enhance their role-based capabilities

 

Duration

3 Days

 

Examination Method

90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.

 

Passing Score

70% (28/40)

 

Take this Course

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ITIL® Release Control and Validation (RCV) - 4 credits ↓

Release, Control and Validation (RCV) Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

The ITIL® Certificate in Release, Control and Validation is intended to enable the holders of the certificate to apply the practices during the service management lifecycle and specifically in the key ITIL® process, role and function areas:

 

Learning Objectives & Content

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

  • Introduction to release, control and validation (RCV)
  • Change management
  • Service asset and configuration management (SACM)
  • Service validation and testing (SVT)
  • Release and deployment management (RDM)
  • Request fulfillment
  • Change evaluation
  • Knowledge management (KM)
  • Release, control and validation roles and responsibilities
  • Technology and Implementation Considerations

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

 

Who is this course for?

  • Individuals who require a deep understanding of the ITIL® Certificate in the Release, Control and Validation processes and of how it may be used to enhance the quality of IT service support.
  • IT professionals that are working within an organization that has adopted and adapted ITIL®, and who need to be informed about, and thereafter contribute to, an ongoing service improvement Program.

 

Duration

3 Days

 

Examination Method

90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.

 

Passing Score

70% (28/40)

 

Take this Course

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ITIL® Operational Support and Analysis (OSA) - 4 credits ↓

Operational Support and Analysis (OSA)Certificate is a freestanding qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

 

Learning Objectives & Content

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

  • Service Management as a Practice
  • Service Operation Principals
  • The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
  • Specific emphasis on the Service Operation Lifecycle processes and roles
  • Service Operations and Support Service
  • Operation roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and risks

 

Specific Emphasis on the Service Operation Lifecycle Processes and Roles included in:

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

 

Who is this course for?

  • Individuals who require a deep understanding of ITIL® Certificate in Operational Support and Analysis Process.
  • Operational staff involved in Process covered in OSA, Technical Management, IT Operations Management and Application Management

 

Duration

3 Days

 

Examination Method

90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.

 

Passing Score

70% (28/40)

 

Take this Course

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Prerequisites for ITIL® Intermediate Modules

The following entry criteria must be met by candidates who intend to take any ITIL® intermediate qualifications:

  • Candidates must hold the ITIL® Foundation qualification or V2-V3 Bridge equivalent
  • Candidates must attend an Accredited Training Course or Accredited equivalent

Formats of ITIL® Intermediate Exams

The ITIL® Intermediate examinations test candidates in their ability to understand, apply and analyze a series of components related to the relevant ITIL® practices covered within a specific module.

Each question is supported by a detailed scenario, which describes a specific Service Management or business related situation or problem. Based on the ITIL® core guidance covered by the module and the specific detail within the scenario, candidates should attempt to select the most accurate response from the four presented, that best solves the problem posed by the question.

Candidates who correctly identify the optimum response to the question will be awarded top marks (5); those who select either of the partially correct options will receive fewer marks (3 or 1) based on the degree of accuracy of the option, and those who select the incorrect or distracted option, which contains little or no accurate detail to solve the problem, will receive no marks (0).

The pass mark for these examinations is 70% (28/40) and the exam duration is 90 minutes.

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