ITIL - Service Capability (Stream 2)  

ITIL - Service Capability (Stream 2) - Curriculum

Our accelerated ITIL course is the most effective, efficient way to get ITIL certified.

We’ve designed our curriculum to prepare you for 2 ITIL exams sat during the program.

You’ll cover the following content:

Release, Control & Validation (RCV)

• Service Management as a Practice
• Processes across the Service Lifecycle pertaining to the capability of Release, Control and Validation management
• Change management as a capability to realise successful service transition
• Service validation and testing as a capability to assure the integrity and the quality of service transition
• Service asset and configuration management as a capability to monitor the state of service transition
• Knowledge management as part of enhancing the on-going management decision support and service delivery capability
• Service request fulfilment and evaluation to assure meeting committed service level performance
• Common Service Operation activities related to Release, Control and Validation processes
• Organizing for Service Operation which describe functions to be performed within Release, Control and 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

Operational Support & Analysis (OSA)

• Service Management as a Practice and Service Operation Principals
• Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis
• Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
• Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
• Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
• Problem Management which prevents problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
• Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
• Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management
• Financial Management for IT services, and IT Service Continuity Management
• Common Service Operation activities related to Service Operation and Support
• Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management
• Service Operations and Support Service Operation roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks

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