Introduction

The intermediate level ITIL® Service Capability Module / Lifecycle Module offers candidates the ability to obtain role-based hands-on experience in a specific cluster of processes according to ITIL®. This 2-days training for an individual paper includes an optional exam. Passing this exam adds credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL®. Each module of the capabilities series covers a specific cluster of ITIL® processes tailored to relevant roles.

The new Version of ITIL®

The 2011 edition of the core guidance publications has undergone fairly significant restructuring. The content and publication references of each learning unit have been updated to reflect the ITIL® edition of the publications.
Course Approach
During this 2-day instructor-led course, participants will obtain knowledge and hands-on experience in service Offerings and Agreements. A mixed balance of practical assignments and lecturing, reinforce knowledge and boost capabilities on the subject. Interactive lessons and lectures prepare participants for the exam.

Areas of coverage

• Strategy & Governance
• Adding business value through IT
• Sourcing & Shared Services
• Independent sourcing implementation
• Service Management & IT Organization
• Improving IT organizations
• Benchmarking & Assessment
• Performance measurement
• Education
• Skill and knowledge transfer

Target Audience

• IT Professionals
• Team Members
• Team Leader
• Team coordinator
• Project Manager
• Program Manager
• System Analyst
• Delivery Manager
• Functional Manager
• OR anyone who has or wishes to be an expert in IT Service Management
• The course, ITIL® Capability Module / Lifecycle Module, is targeted towards existing holders of the ITIL® Foundation certificate who want to gain in-depth knowledge and hands-on experience in ITIL®
• Candidates who wish to certify for ITIL® at intermediate or advanced levels can earn credits by passing the optional exam.4

Benefits of ITIL®

• Ranked by importance or frequency
• Customer satisfaction
• Cost control
• Faster response and resolution
• Standardization of service
• Improved process
• Clear roles and responsibilities
• IT workload improvements/efficiency
• Reduction of downtime
• Transparency
• Business-IT alignment/relationship
• Management of risk
• Focus on IT service
• Service quality
• Reduce failed changes
• Deliver business objectives
• Benefited from best practice experience of Others
• Retain customers
• Faster recovery after disaster
• Monitoring IT performance
• Professional standard
• Return on investment
• Releases on schedule
• Increased ability to adopt innovations
• Competitiveness
• Measure demand
• Project success

Day-wise Breakup

Day 1 :

• Introduction to ITIL®
• Introduction to the Service Lifecycle Phases
• Phase 1: Service Strategy
• Processes & Tools within Service Strategy
• Phase 2: Service Design
• Processes & Tools within Service Design

Day 2 :

• Phase 3: Service Transition
• Processes within Service Transition
• Lifecycle phase 4: Service Operation
• Processes within Service Operation
• Phase 5: Continual Service Improvement
• Processes within Continual Service Improvement
• Questions & Answers, Mock Exam

Important Concepts of ITIL®

• Customer Focus, Value Creation and its relation to IT Service Management
• Utility Warranty Quadrant
• Framework, Standard and Regulation
• ITSM Tree
• RACI Model
• Strategy Mapping, Four P’s of Strategy
• ROI / NPV / IRR / Payback Period and Charging Models
• Design of Service Offerings / Lines of Service
• Service Catalogue Management, SLM Structures
• Demand Management and its relation to PBA’s
• Reliability, Maintainability, Serviceability
• SPOF, VBF, CFIA and FTA
• MTBF, MTRS and MTBSI, Redundancy, resilience and Fault Tolerance
• BIA and Disaster Recovery Planning
• CIAV and Asset Classification in ISM
• V Model, KEDB
• CI, CMDB within SACM
• DIKW Pyramid, SKMS
• DML, Big Bang / Phased / Push / Pull release
• TMF, AMF, ITOMF, SDF Functions

Examination

The course ends with a one hour ‘closed book’ multiple-choice paper with 40 questions. Passing requires: 26 correct answers (65%)
Insurance on your Examination
You can insure your examination from Quickwin 100% passing Guarrantee by a nominal additional fees. If you do not clear the examination at the first attempt we pay your entire fees for the second attempt.

Examination

The course ends with a one hour ‘closed book’ multiple-choice paper with 40 questions. Passing requires: 26 correct answers (65%)
Insurance on your Examination
You can insure your examination from Quickwin 100% passing Guarrantee by a nominal additional fees. If you do not clear the examination at the first attempt we pay your entire fees for the second attempt.

1. Lifecycle a Service Strategy / Capability a (SOA) Service Offerings and Agreements

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.

Duration

2 Days, 16 hours training includes the optional multiple choice exam

Prerequisites

• ITIL® 2011 Foundation certificate
• Preferably about two years work experience in an IT service management environment
• Attended Training from an Registered ATO like QMS Academy
• Number of Participants
• The maximum group size for this course is 16 participants.

Certification

This course prepares the participant for the official ITIL® 2011 Capability à SOA / Lifecycle à Service Strategy exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® 2011 Capability Module Service Offerings and Agreements Certificate in IT Service Management / ITIL® 2011 Lifecycle Service Strategy in IT Service Management.

2. Lifecycle a Service Operation / Capability a(OSA) Operational Support Analysis

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 ofprocesses 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

Duration

2 Days, 16 hours training includes the optional multiple choice exam

Prerequisites

• ITIL® 2011 Foundation certificate
• Preferably about two years work experience in an IT service management environment
• Attended Training from an Registered ATO like QMS Academy

Number of Participants

The maximum group size for this course is 16 participants.

Certification

The Exam duration is 2 hours and 10 questions.
The pass mark for the examination will be 35 out of 50 (70%).

This course prepares the participant for the official ITIL® 2011 Capability à OSA / Lifecycle à Service Operation exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® 2011 Capability Module Operational Support Analysis Certificate in IT Service Management / ITIL® 2011 Lifecycle Service Operation in IT Service Management.

3. Lifecycle a Service Transition / Capability a (RCV) Release Control and Validation

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 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 fulfillment 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.

Duration

2 Days, 16 hours training includes the optional multiple choice exam

Prerequisites

• ITIL® 2011 Foundation certificate
• Preferably about two years work experience in an IT service management environment
• Attended Training from an Registered ATO like QMS Academy

Number of Participants

The maximum group size for this course is 16 participants.

Certification

The Exam duration is 2 hours and 10 questions.
The pass mark for the examination will be 35 out of 50 (70%).
This course prepares the participant for the official ITIL® 2011 Capability à RCV / Lifecycle à Release Control and Validation exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® 2011 Capability Module Release Control and Validation Certificate in IT Service Management / ITIL® 2011 Lifecycle Service Transition in IT Service Management

4. Lifecycle a Service Design / Capability a (PPO) Planning Protection and Optimization

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 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.

Duration

2 Days, 16 hours training includes the optional multiple choice exam

Prerequisites

• ITIL® 2011 Foundation certificate
• Preferably about two years work experience in an IT service management environment
• Attended Training from an Registered ATO like QMS Academy

Number of Participants

The maximum group size for this course is 16 participants.

Certification

The Exam duration is 2 hours and 10 questions.
The pass mark for the examination will be 35 out of 50 (70%).
This course prepares the participant for the official ITIL® 2011 Capability à PPO / Lifecycle à Service Design exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® 2011 Capability Module Planning Protection and Optimization Certificate in IT Service Management / ITIL® 2011 Lifecycle Service Design in IT Service Management

5. Lifecycle a Continual Service Improvement (CSI)

Service Evaluation :

To evaluate service quality on a regular basis. This includes identifying areas where the targeted service levels are not reached, and holding regular talks with business to make sure that the agreed service levels are still in line with business needs.

Process Evaluation :

To evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews.

Definition of CSI Initiatives :

To define specific initiatives aimed at improving services and processes, based on the results of service and process evaluation. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation.

CSI Monitoring :

To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.

Duration

2 Days, 16 hours training includes the optional multiple choice exam

Prerequisites

• ITIL® 2011 Foundation certificate
• Preferably about two years work experience in an IT service management environment
• Attended Training from an Registered ATO like QMS Academy

Number of Participants

The maximum group size for this course is 16 participants.

Certification

The Exam duration is 2 hours and 10 questions.
The pass mark for the examination will be 35 out of 50 (70%).
This course prepares the participant for the official ITIL® Lifecycle à Service Operation exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® Lifecycle Continual Service Improvement in IT Service Management