About the course
The Service Capability series is of interest to those who are looking for a deeper
understanding of specific IT Service Management processes, process activities,
and the execution and use of these processes throughout the Lifecycle.
This course highlights the practical aspects of the ITIL Service Lifecycle and the
processes associated with the Release, Control, and Validation (RCV) of Services
and Service delivery. The main focus of this course is on the operational-level
process activities for Change Management, Service Asset and Configuration
Management, Service Validation and Testing, Release and Deployment Management,
Request Fulfilment, Evaluation, and Knowledge Management. The course further
covers supporting methods and approaches to executing these processes in a practical,
hands-on learning environment.
The main target group for this ITIL® Intermediate Qualification Certificate includes, but is not restricted to:
Course duration is 5 days
Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management which shall be presented as documentary evidence to gain admission.
Additionally it is recommended that candidates:
Have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines:
Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Transition and Service Operation publications.
Options of Course Delivery
In class at the client site, virtual ONLINE (Instructor-Led) WEBEX or online at your own pace
This five (5) days classroom-training course with examination held on the afternoon of the 5th day and includes a sample examination and preparation to re-enforce the knowledge gained.
The format of the examination consists of a closed book paper of 8 multiple-choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed an additional 30 minutes and allowed use of a dictionary). The passing mark is 70% or more than 28 correct answers.
Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence in the following areas upon successful completion of the education and examination components related to this certification:
The program covers the following modules:
The candidates are able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
Purpose and objectives of service transition
Scope of the service transition phase in relation to the RCV processes, its value to the business and how the RCV processes interact with processes within other lifecycle stages
Various aspects to be considered for developing an effective service transition strategy
The key initiatives that are important for an effective preparation for service transition
The approach and best practices in planning and coordinating service transition activities
How service transition provides transition process support to stakeholders
Service Asset and Configuration Management
Service Validation and Testing
Release and Deployment Management
RCV Roles and Responsibilities
Generic roles involved in service transition
The key roles/functions responsible for executing each process step as related to:
Technology and Implementation Considerations
The list of generic requirements for integrated ITSM technology
The evaluation criteria for service management tools for process implementation
The RCV practices for process implementation which include:
The challenges, critical success factors and risks relating to implementing service transition practices and processes
How to plan and implement service management technologies
The technology considerations for implementing the following processes and activities:
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On Site Classes
8:30am to 4:30pm MT
Contact for pricing