The Service Capability modules are most applicable to those who are looking to gain specialized, knowledge in one or more processes, with focus on the day-to-day execution of ITIL practices and how they interact.

The Service Capability modules are:

• Operational Support and Analysis (OSA)
• Planning, Protection and Optimization (PPO)
• Release, Control and Validation (RCV)
• Service Offerings and Agreements (SOA).

The program is targeted at IT Professionals, Business Managers and Business Process Owners.

It is particularly suited to operational staff involved in Demand Management, Service Level Management, Supplier Management, and Financial Management who wish to enhance their role-based capabilities.

ITIL Inter – Planning, Protection and Optimisation

The ITIL® PPO course takes students through the ITIL® approach to planning, protection and optimisation, demonstrating how to implement them into a modern IT service. After an introduction to how PPO relates to the rest of the ITIL® framework, participants will be shown:

• How to plan and provide sufficient capacity to support the changing needs of a business.
• How to specify and implement high availability systems to maintain service quality at all times.
• Using IT service continuity principles to maintain quality of service as systems and frameworks transition.
• How to build frameworks and systems that help support demand management.
• Building a PPO team and assigning roles and responsibilities.
• Using technology to support PPO goals and services.

ITIL Inter – Service Offerings & Agreements

The course then takes students through:

• Capturing user needs and defining services to match.
• Tracking and publicising services on offer to users and stakeholders.
• Negotiating and defining service level agreements, and assigning roles and responsibilities to ensure they are maintained.
• Monitoring service usage and assigning resources as and when required to maintain SLAs.
• Integrating third parties into service provision and defining processes that maintain SLAs and service quality.
• Defining the business value of formalised IT operations, and using insights gained for better budgeting.
• Collecting service user feedback and resolving complaints to raise satisfaction levels.
• Defining the human resources required to deliver services, and assigning roles and duties to maintain standards.
• Specifying and implementing the technologies required to assist with service provision.

ITIL Inter – Release, Control & Validation

Using a combination of instructor-led videos and self-study content, participants will learn how ITIL® Release, Control and Validation will help with improving day to day IT service operations through:

• Using transition planning and support to develop simplify the process of moving to new processes and systems.
• Using change management techniques and technology to record system/service changes to gauge effectiveness and provide a rollback reference if required.
• Release and deployment management techniques to assist with incremental system updates.
• Change evaluation guidelines that help assess the impact (positive or negative) of new system changes.
• Service Asset & Configuration Management (SACM), providing a centralised repository for capture of system changes.
• Request fulfilment – delivering the changes demanded by service users and other factors.
• Service validation and testing routines to verify that frameworks and policies are working as expected.
• Knowledge management techniques and technology to ensure that valuable lessons are captured and shared with other key stakeholders.

ITIL Inter – Operational Support & Analysis

The ITIL® Intermediate OSA course introduces the concepts of operational support and analysis in context to the rest of the ITIL® framework before going on to focus on the core elements of OSA. Moving forward, delegates will learn about:

• Event management – planning and executing a cycle of actions to handle system and organisation events.
• Incident management – using pre-planned responses to service incidents with a view to minimising negative effects and delivering satisfactory outcomes.
• An access management process that protects internal data security.
• Request fulfilment – how to meet the demands of service users without compromising other operations and delivering outcomes according to agreed service levels.
• Service desk management tools and techniques used to record incidents, requests and events and to agree suitable service level agreements.
• The functions and roles required to build a robust operational support and analysis service and to support each of the previously defined processes.
• The use of technology to help improve and underpin OSA frameworks and processes.

EXAM

• Complete the 90-minute exam online with our fantastic software that is available 24/7, 365 days a year.
• Plenty of compatible devices mean you can revise and sit the examination at home, or on the go.
• Immediate results when completing the exam online – no need to wait for the post to arrive!
• Examination requires 70% passing mark to succeed – perfectly doable for any ITIL student who has used previous course material to expand their knowledge.
• Boost your skill set and impress your employer with a shining CV.