Overview
One of the major changes in ITIL® when it was
introduced is the new certification path. The new ITIL®
certification path recognizes that IT Service Management is a
profession. To support IT Service Managers, courses have been
designed that progressively build upon each other to provide a
comprehensive education for students.
The Foundations course provides the base level
knowledge needed to introduce the student to the concepts associated with
IT Service Management. Building upon this knowledge, the
intermediate courses provide in-depth education to specific, focused
areas within ITIL®. Depending on your educational needs, there are
two paths the student can take to pursue the intermediate education – the
Service Lifecycle Stage path and the Capability path.
The Lifecycle path provides courses around each stage
of the Service Lifecycle. Within each course, the student is
presented with all the information about the stage of the Service
Lifecycle. These courses are intensive courses supported by lecture
and case study based exercises.
These courses are:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service
Improvement
The Capability path courses are based on commonalities
found throughout the Service Lifecycle regardless of the stage of the
lifecycle these commonalities are documented. Depending on the
student’s role and career path, the student may choose a capability path
that focuses on the specific areas within the Service Lifecycle.
These highly intensive courses are supported by lecture and case study
based exercises.
The courses in the Capability path are:
- Operational
Support and Analysis
- Service Offerings
and Agreements
- Release, Control
and Validation
- Planning, Protection
and Optimization
About ITIL® Exams
The ITIL® certification exams are designed to test
your understanding of the material presented in the course. These
certification exams are recognized by the industry and show the level of
knowledge the certification holder has with regard to ITIL®.
ITIL®
Foundations Exam
The ITIL®
Foundation exam tests the candidate on the basic knowledge of ITIL® including
the definitions, basic concepts and the objectives of each stage of the
Service Lifecycle as well as the processes within each Service Lifecycle
stage.
# Questions: 40
Time: 1 Hour
Passing Score: 26 (65%)
Closed book
Intermediate Exams
The ITIL® Intermediate certification exams test the candidate on in-depth
understanding of the area of focus including understanding how these
concepts fit into the overall Service Lifecycle Stage. At this
level, the candidate must be able to apply the concepts within the course
to real-life situations.
Intermediate exams are case study based with a graduated scoring system.
Within each question are four perspective answers. One of the
prospective answers is correct while the other three answers are
gradually less correct. The most correct answer results in a 5
point score for that question. The remaining three questions are
graded at 3 points, 1 point and 0 points.
#Questions: 8
Time: 1 ½ Hour
Passing Score: 28 (70%)
Closed Book
Course Title: ITIL® v3
Foundations
Course Duration: 3 Days –
Certification exam on 3rd day
Who Should Attend?
- Individuals who
require a basic understanding of the IT Infrastructure Library (ITIL®) and the Service
Lifecycle stages best practices
- Individuals
seeking the ITIL® Foundation certification in IT Service
Management
Prerequisites
None
Course Description
This entry level course in IT Service Management introduces the student to
the best practices documented in the IT Infrastructure Library (ITIL®).
During this course, the student will become familiar with the benefits,
basic concepts, challenges, critical success factors and key performance
indicators of the Service Lifecycle stages of Service Strategy, Service
Design, Service Transition, Service Operation, and Continual Service
Improvement.
Expanding on the basics of the Service Lifecycle, the student will be
introduced to the processes, functions, key concepts, benefits, activities
and challenges of the core processes within the Service Lifecycle
stages.
This course prepares the student for the ITIL® v3 Foundations certification exam which
leads to the Foundations in Service Management certificate.
What You Will Learn
- Concepts involved
in Service Management as a practice
- The basic concepts
in the IT Infrastructure Library (ITIL®)
- The value of
services and the value of positioning IT as a Service Provider
- The concepts and
value of the Service Lifecycle Stages of
- Service Strategy
- Service Design
- Service
Transition
- Service Operation
- Continual Service
Improvement
- The processes and
functions, their activities, basic concepts, benefits, critical
success factors and challenges within each of the Service Lifecycle
stages
- Considerations for
technology when adopting a Service Management approach to IT
- High level roles
and responsibilities based on the best practices within ITIL®
Included in Course
This course includes the student manual and certification exam.
Certification
Successful completion of this course and the examination results in the
ITIL®
Foundations in Service Management certificate.
Course Title: Service Strategy
Course Duration: 3 Days –
Certification exam on 3rd day
Who Should Attend?
- CIOs, CTOs,
managers, supervisory staff, team leaders, designers, architects, planners,
IT consultants, IT audit managers, IT security managers and ITSM
trainers involved in the on-going management, coordination and
integration of strategy activities within the Service Lifecycle
- Individuals who
require a deeper understanding of the ITIL® Service Strategy
stage of the IT Service Lifecycle and how activities in it may be
implemented to enhance the quality of IT service management within
an organization
- IT professionals
working in roles associated with strategic planning, execution and control
within a service-based business model, seeking an understanding of
the concepts, processes, functions and activities involved in
Service Strategy
- Individuals
seeking the ITIL® Expert certification in IT Service Management
for which this qualification is one of the prerequisite modules
- Individual seeking
progress towards the ITIL® Master in IT Service Management for which the
ITIL® Expert is a
prerequisite
Prerequisites
- ITIL® v3 Foundations in
Service Management Certification (required to take the certification
exam)
- At least 2 years
of relevant work experience (recommended)
Students who wish to take the certification
examination for this course to obtain the ITIL® Intermediate Service Strategy
Qualification must already hold the ITIL® Foundation in IT Service Management
through the ITIL® v3 Foundations course or an ITIL® v2
Foundations course plus the bridging certificate.
Course Description
The Service Strategy course provides an in-depth understanding of the
Service Strategy stage of the Service Lifecycle. In the Service
Strategy course, students gain an understanding of the principles of
service strategy, defining services and market spaces, conducting
strategic assessments as well as the processes of Financial Management,
Demand Management and Service Portfolio Management.
Upon completing this course, students will have an understanding of how
to define services within their unique organization and market
space. Students will also gain an understanding of the Service
Strategy processes and how these processes contribute to strategic
decision making within the perspective of IT Service Management.
What You Will Learn
- Benefits of
establishing a strategic view to services within IT
- Principles of
developing market spaces, defining services and designing a service
portfolio
- Determining and
managing demand for services
- Conducting
strategic assessments
- The specific
Service Strategy processes of
- Service Portfolio
Management
- Financial
Management
- Demand Management
Included in Course
This course includes the student manual and certification exam.
Students are encouraged to obtain the Service Strategy volume as a
reference.
Certification
Successful completion of this course and the examination results in the
ITIL®
Intermediate Service Strategy Certificate.
Course Title: Service Design
Course Duration: 3 Days –
Certification exam included on 3rd day
Who Should Attend?
- CIOs, CTOs,
managers, supervisory staff, team leaders, designers, architects,
planners, IT consultants, IT audit managers, IT security managers
and ITSM trainers involved in the on-going management, coordination
and integration of design activities within the Service Lifecycle
- Individuals who
require a deeper understanding of the ITIL® Service Design
stage of the IT Service Lifecycle and how activities in it may be
implemented to enhance the quality of IT service management within
an organization
- IT professionals
working within or about to enter a Service Design environment and
requiring and understanding of the concepts, processes, functions
and activities involved.
- Individuals seeking
the ITIL® Expert
certification in IT Service Management for which this qualification
is one of the prerequisite modules
- Individual seeking
progress towards the ITIL® Master in IT Service Management for which
the ITIL® Expert is a prerequisite
Prerequisites
- ITIL® v3
Foundations in Service Management Certification (required to take
the certification exam)
- At least 2 years
of relevant work experience (recommended)
Students who wish to take the certification
examination for this course to obtain the ITIL® Intermediate Service
Design Qualification must already hold the ITIL® Foundation in IT Service
Management through the ITIL® v3 Foundations course or an ITIL® v2
Foundations course plus the bridging certificate.
Course Description
The Service Design course provides an in-depth understanding of the
Service Design stage of the Service Lifecycle. In the Service
Design course, students gain an understanding of the principles of
service design, Service Design activities, concepts, inputs and outputs.
Upon completion of this course, students will have an understanding of
options in organizing Service Design as well as considerations for
technology related activities in Service Design. Also through this
course, students will learn how to analyze, justify and select
implementation approaches to Service Design based on the challenges,
critical success factors and risks.
What You Will Learn
- Benefits of proper
design of services and changes to services
- Greater
understanding of the activities involved in designing services in
accordance with best practice
- Proper
considerations for all aspects of services that must be designed
- The specific
processes in Service Design of
- Service
Level Management
- Service
Catalog Management
- Capacity
Management
- Availability
Management
- IT
Service Continuity Management
- Information
Security Management
- Supplier
Management
Included in Course
This course includes the student manual and certification exam.
Students are encouraged to obtain the Service Design volume as a
reference.
Certification
Successful completion of this course and the examination results in the
ITIL® Intermediate Service Design Certificate.
Course Title: Service Transition
Course Length: 3 Days – Certification
exam included on 3rd day
Who Should Attend?
- CIOs, CTOs,
managers, supervisory staff, team leaders, designers, architects,
planners, IT consultants, IT audit managers, IT security managers,
service test managers, change managers, release managers, deployment
managers and ITSM trainers involved in the on-going management,
coordination and integration of transition activities within the
Service Lifecycle
- Individuals who
require a deeper understanding of the ITIL® Service Transition stage
of the IT Service Lifecycle and how activities in it may be
implemented to enhance the quality of IT service management within
an organization
- IT professionals
working within or about to enter a Service Transition environment
and requiring a detailed understanding of the concepts, processes,
functions and activities involved in Service Transition
- Individuals
seeking the ITIL® Expert certification in IT Service Management for
which this qualification is one of the prerequisite modules
- Individual seeking
progress towards the ITIL® Master in IT Service Management for which
the ITIL® Expert is a prerequisite
Prerequisites
- ITIL® v3
Foundations in Service Management Certification (required to take
the certification exam)
- At least 2 years
of relevant work experience (recommended)
Students who wish to take the certification
examination for this course to obtain the ITIL® Intermediate Service
Transition Qualification must already hold the ITIL® Foundation in IT
Service Management through the ITIL® v3 Foundations course or an ITIL® v2
Foundations course plus the bridging certificate.
Course Description
The Service Transition course provides an in-depth understanding of the
Service Transition stage of the Service Lifecycle. In the Service
Transition course, students gain an understanding of the principles of
service transition, management and control of Service Transition
activities, and Service Transition activities around communications,
commitment and organizational change.
Upon completion of this course, students will have an understanding of
options in organizing Service Transition as well as considerations for
technology related activities in Service Transition. Also through
this course, students will learn how to analyze, justify and select
implementation approaches to Service Transition based on the challenges,
critical success factors and risks.
The specific processes included in the Service Transition course include
Transition Planning and Support, Change Management, Service Asset and
Configuration Management, Release and Deployment Management, Service
Validation and Testing, Evaluation and Knowledge Management.
What You Will Learn
- Benefits of proper
transitioning of services into production environments
- Establishing
control of components that make up services
- Managing and communicating
organizational change
- Specific Service
Transition processes of
- Transition
Planning and Support
- Service Asset and
Configuration Management
- Evaluation
- Service
Validation and Testing
- Change Management
- Release and
Deployment Management
- Knowledge Management
Included in Course
This course includes the student manual and certification exam.
Students are encouraged to obtain the Service Transition volume as a
reference.
Certification
Successful completion of this course and the examination results in the
ITIL® Intermediate Service Transition Certificate.
Course Title: Service Operation
Course Duration: 3 Days –
Certification exam included on 3rd day
Who Should Attend?
- CIOs, CTOs,
managers, supervisory staff, team leaders, designers, architects,
planners, IT consultants, IT audit managers, IT security managers and
ITSM trainers involved in the on-going management, coordination and
integration of operation activities within the Service Lifecycle
- Individuals who
require a deeper understanding of the ITIL® Service Operation stage
of the IT Service Lifecycle and how activities in it may be
implemented to enhance the quality of IT service management within
an organization
- IT professionals
working within or about to enter a Service Operation environment and
requiring and understanding of the concepts, processes, functions
and activities involved.
- Individuals
seeking the ITIL® Expert certification in IT Service Management for
which this qualification is one of the prerequisite modules
- Individual seeking
progress towards the ITIL® Master in IT Service Management for which
the ITIL® Expert is a prerequisite
Prerequisites
- ITIL® v3
Foundations in Service Management Certification (required to take
the certification exam)
- At least 2 years
of relevant work experience (recommended)
Students who wish to take the certification examination
for this course to obtain the ITIL® Intermediate Service Operation
Qualification must already hold the ITIL® Foundation in IT Service
Management through the ITIL® v3 Foundations course or an ITIL® v2
Foundations course plus the bridging certificate.
Course Description
The Service Operation course provides an in-depth understanding of the
Service Operation stage of the Service Lifecycle. In the Service
Operation course, students gain an understanding of the principles of
Service Operation, Service Operation activities, concepts, inputs and
outputs and the functions included within Service Operation.
Upon completion of this course, students will have an understanding of
options in organizing Service Operation as well as considerations for
technology related activities in Service Operation. Also through
this course, students will learn how to analyze, justify and select
implementation approaches to Service Operation based on the challenges,
critical success factors and risks.
What You Will Learn
- Principles of
effective and efficient Service Operations in accordance with best
practices
- Organizing Service
Operation
- Roles and
Responsibilities of the functions within Service Operation and how
they contribute to all stages of the Service Lifecycle
- The processes
within Service Operation of
- Event
Management
- Incident
Management
- Request
Fulfillment
- Problem
Management
- Access
Management
Included in Course
This course includes the student manual and certification exam. Students
are encouraged to obtain the Service Operation volume as a reference.
Certification
Successful completion of this course and the examination results in the
ITIL® Intermediate Service Operation Certificate.
Course Title: Continual Service
Improvement
Course Length: 3 Days – Certification
exam included on 3rd day
Who Should Attend?
- CIOs, CTOs,
managers, supervisory staff, team leaders, designers, architects,
planners, IT consultants, IT audit managers, IT security managers,
service test managers, and ITSM trainers involved in the
on-going management, coordination and integration of transition
activities within the Service Lifecycle
- Individuals who
require a deeper understanding of the ITIL® Continual Service
Improvement stage of the IT Service Lifecycle and how activities in
it may be implemented to enhance the quality of IT service
management within an organization
- IT professionals
working within or about to enter a Continual Service Improvement
environment and requiring a detailed understanding of the concepts,
processes, functions and activities involved
- Individuals
seeking the ITIL® Expert certification in IT Service Management for
which this qualification is one of the prerequisite modules
- Individual seeking
progress towards the ITIL® Master in IT Service Management for which
the ITIL® Expert is a prerequisite
Prerequisites
- ITIL® v3
Foundations in Service Management Certification (required to take
the certification exam)
- At least 2 years
of relevant work experience (recommended)
Students who wish to take the certification
examination for this course to obtain the ITIL® Intermediate Continual
Service Improvement Qualification must already hold the ITIL® Foundation
in IT Service Management through the ITIL® v3 Foundations course or an
ITIL® v2 Foundations course plus the bridging certificate.
Course Description
The Continual Service Improvement course provides an in-depth
understanding of the Continual Service Improvement stage of the Service
Lifecycle. In the Continual Service Improvement course, students
gain an understanding of the principles, methods and techniques of
Continual Service Improvement.
Upon completion of this course, students will have an understanding of
options in organizing Continual Service Improvement as well as
considerations for technology related activities in Service
Transition. Also through this course, students will learn how to
analyze, justify and select implementation approaches to Continual
Service Improvement based on the challenges, critical success factors and
risks.
The specific processes included in the Continual Service Improvement
course include the 7-Step Improvement Process, Service Reporting and
Service Measurement. Key concepts that support the 7-Step
Improvement Process included in this course include Return on Investment
and the Business Questions for CSI.
What You Will Learn
- How Continual
Service Improvement integrates within all Service Lifecycle stages
- Measurement and
reporting of services
- Continual Service
Improvement and Service Level Management
- The importance of properly
defining metrics and measurements to support the organizational
mission
- Return on
Investment concepts
- Various business
questions for Continual Service Improvement
- The 7-Step
Improvement process
Included in Course
This course includes the student manual and certification exam.
Students are encouraged to obtain the Continual Service Improvement
volume as a reference.
Certification
Successful completion of this course and the examination results in the
ITIL® Intermediate Continual Service Improvement Certificate.
Course Title: Operational Support and
Analysis
Course Duration: 4 Days – Certification exam on
4th day
Who Should Attend?
- Individuals who
require a deep understanding of the ITIL® Certificate in Operational
Support and Analysis processes and how they may be used to enhance
the quality of IT service support within an organization
- IT professionals
that are working within an organization that has adopted and adapted
ITIL® who need to be informed about and contribute to an ongoing
service improvement program
- Operational staff
involved in Event Management, Incident Management, Request
Fulfillment, Problem Management, Access Management, Service Desk,
Technical Management, IT Operations Management and Application
Management
Prerequisites
- ITIL® v3
Foundations in Service Management Certification (required to take
the certification exam)
- At least 2 years
of relevant work experience (recommended)
Students who wish to take the certification examination
for this course to obtain the ITIL® Intermediate Operational Support and
Analysis Qualification must already hold the ITIL® Foundation in IT
Service Management through the ITIL® v3 Foundations course or an ITIL® v2
Foundations course plus the bridging certificate.
Course Description
The Operational Support and Analysis intermediate course teaches the
student the key principles involved in effective operational support of
services within the domain of the IT Service Provider. This course
also teaches the roles and responsibilities required to provide efficient
and effective operational support of services.
Upon completion of this course, the student will have obtained the
knowledge of the various aspects of providing operational support of
services including the operational activities of processes that are not
primarily operational in nature.
What You Will Learn
- Understanding the
benefits of Service Management as a practice
- Understanding of
the processes and process activities involved in providing operational
support and analysis of services
- Effective
structures for organizing roles for operational support and analysis
of services
- Operational
activities of processes contained within non-operational Service
Lifecycle stages
- Key processes within
Operational Support and Analysis
- Event
management
- Request
Fulfillment
- Incident
Management
- Problem
Management
- Access
Management
Included in Course
This course includes the student manual and certification exam.
Students are encouraged to obtain the Service Strategy, Service Design,
Service Transition and Service Operation volumes as a reference.
Certification
Successful completion of this course and the examination results in the
ITIL® Intermediate Operational Support and Analysis Certificate.
Course Title: Service Offerings and
Agreements
Course Duration: 4 Days – Certification exam on
4th day
Who Should Attend?
- Individuals who
require a deep understanding of the ITIL® Certificate in Service
Offerings and Agreements processes and how they may be used to
enhance the quality of IT service support within an organization
- IT professionals
that are working within an organization that has adopted and adapted
ITIL® who need to be informed about and contribute to an ongoing
service improvement program
- Operational staff
involved in Service Portfolio Management, Service Catalog
Management, Service Level Management, Demand Management, Supplier
Management, Financial Management and Business Relationship
Management who wish to enhance their role-based capabilities
- Individuals who
are IT professionals, business managers and business process owners
Prerequisites
- ITIL® v3 Foundations
in Service Management Certification (required to take the
certification exam)
- At least 2 years
of relevant work experience (recommended)
Students who wish to take the certification
examination for this course to obtain the ITIL® Intermediate Service
Offerings and Agreements Qualification must already hold the ITIL®
Foundation in IT Service Management through the ITIL® v3 Foundations
course or an ITIL® v2 Foundations course plus the bridging certificate.
Course Description
The Service Offerings and Agreements course provides the student with a
deep understanding of the concepts associated with IT as a Service
Provider. Within this course, the student will obtain knowledge
relating to establishing and maintaining relationships between IT as a Service
Provider and the business as a Customer of the Service Provider.
Starting with development of a Service Portfolio, the student will
understand the structure of the documented services and agreements that
document the roles and responsibilities of those who deliver and support
services to the customer.
Within this course, the student will be presented with the concepts and
activities within Service Portfolio Management, Service Catalog
Management, Service Level Management, Demand Management, Supplier
Management, and Financial Management. The course continues with
topics regarding the role of Business Relationship Managers who represent
the needs of the customers.
What You Will Learn
- Documenting
services and requirements within the Service Portfolio
- Production and
management of the Service Catalog
- The set of
agreements that document the roles and responsibilities of the
various parties involved in providing services
- Production and
maintenance of Service Level Agreements
- Using Demand
Management to identify patterns of business activity
- Specific processes
including
- Service
Portfolio Management
- Service
Catalog Management
- Service
Level Management
- Demand
Management
- Supplier
Management
- Financial
Management
Included in Course
This course includes the student manual and certification exam.
Students are encouraged to obtain the Service Strategy, Service Design,
Service Transition, Service Operation and Continual Service Improvement
volume as a reference.
Certification
Successful completion of this course and the examination results in the
ITIL® Intermediate Service Offerings and Agreements Certificate.
Course Title: Release, Control and Validation
Course Duration: 4 Days – Certification exam on
4th day
Who Should Attend?
- Individuals who
require a deep understanding of the ITIL® Certificate in Release,
Control and Validation processes and how they may be used to enhance
the quality of IT service support within an organization
- IT professionals
that are working within an organization that has adopted and adapted
ITIL® who need to be informed about and contribute to an ongoing
service improvement program
- Operational staff
involved in Change Management, Release and Deployment Management,
Service Validation and Testing, Service Asset and Configuration
Management, Request Fulfillment, Service Evaluation and Knowledge
Management who wish to enhance their role-based capabilities
- Individuals who
are IT professionals, business managers and business process owners
Prerequisites
- ITIL® v3
Foundations in Service Management Certification (required to take
the certification exam)
- At least 2 years
of relevant work experience (recommended)
Students who wish to take the certification
examination for this course to obtain the ITIL® Intermediate Release,
Control and Validation Qualification must already hold the ITIL®
Foundation in IT Service Management through the ITIL® v3 Foundations
course or an ITIL® v2 Foundations course plus the bridging certificate.
Course Description
The Release, Control and Validation course teaches students the concepts
and activities present in the processes involved in the successful
release, control and validation of services and changes to services
before entering the production environment. This course is
recommended for those who want to ensure successful transition of changes
to service and organizational change within their environment.
What You Will Learn
- Processes across
the Service Lifecycle pertaining to the capability of Release,
Control and Validation of services and changes to services
- Ensuring
successful service transition through managing and controlling
change
- Assuring the
integrity and quality of a service transition through proper service
validation and testing
- Minimizing risk
through periodic evaluation of transition activities and processes
- Assuring committed
service level performance through fulfilling requests
- Roles and
responsibilities involved in effective release, control and
evaluation of transition activities
- Specific processes
involved in Release, Control and Validation including
- Change Management
- Service Release
and Deployment Management
- Service
Validation and Testing
- Service Asset and
Configuration Management
- Knowledge
Management
- Request
Fulfillment
- Service
Evaluation
Included in Course
This course includes the student manual and certification exam.
Students are encouraged to obtain the Service Transition and Service
Operations volumes as a reference.
Certification
Successful completion of this course and the
examination results in the ITIL® Intermediate Release, Control and
Validation Certificate.
Course Title: Planning, Protection and
Optimization
Course Duration: 4 Days – Certification exam on
4th day
Who Should Attend?
- Individuals who
require a deep understanding of the ITIL® Certificate in Planning, Protection
and Optimization processes and how they may be used to enhance the
quality of IT service support within an organization
- IT professionals
that are working within an organization that has adopted and adapted
ITIL® who need to be informed about and contribute to an ongoing
service improvement program
- 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
- Individuals who
are IT professionals, business managers and business process owners
Prerequisites
- ITIL® v3
Foundations in Service Management Certification (required to take
the certification exam)
- At least 2 years
of relevant work experience (recommended)
Students who wish to take the certification
examination for this course to obtain the ITIL® Intermediate Service
Strategy Qualification must already hold the ITIL® Foundation in IT
Service Management through the ITIL® v3 Foundations course or an ITIL® v2
Foundations course plus the bridging certificate.
Course Description
The Planning, Protection and Optimization course immerses the student
into the activities involved in planning services and changes to
services, protecting services and the business from outages and disasters
as well as ensuring the right levels of service availability, capacity,
security and continuity are provided in a cost-effective manner.
Through this course, students will learn the concepts and activities
involved in planning and ensuring the quality of services and changes to
those services.
What You Will Learn
- Elements involved
with the practice of planning, protection and optimization of
services
- Ensuring the
capabilities to realize successful designs of services through
managing capacity, availability, IT service continuity and
information security
- Understanding the
elements involved to support the overall Business Continuity
Management efforts of the organization
- Understanding how
information security plays a part in the overall corporate
governance framework
- The roles and
responsibilities involved in planning, protection and optimization
of services and changes to services
- Specific processes
involved in the planning, protection and optimization of services
including
- Capacity
Management
- Availability
Management
- IT
Service Continuity Management
- Information
Security Management
- Demand
Management
Included in Course
This course includes the student manual and certification exam. Students
are encouraged to obtain the Service Strategy and Service Design volumes
as a reference.
Certification
Successful completion of this course and the examination results in the
ITIL® Intermediate Planning, Protection and Optimization Certificate.
|
