ITIL Expert Capability Stream Masters Program Training Course

Syllabus of ITIL® Intermediate OSA Course

• The value to the business of OSA activities
• The lifecycle within the OSA context
• Optimizing service operation performance

• The event management process inclusive of its design strategy
• Efficient event management and provision of examples
• The benefits and business value that can be gained from event management

• The incident management process inclusive of its components, activities
• The measurement model and the metrics
• The benefits and business value that can be gained from incident management

• The request fulfilment process inclusive of its components
• The measurement model and the metrics
• The benefits and business value

• The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection,components, activities and operation
• A measurement model and the metrics
• The benefits and business value that can be gained from problem management

• The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure
• A measurement model and the metrics
• The benefits and business value that can be gained from access management as related to OSA

• The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation
• The service desk validation components and activities
• A measurement model and the metrics

• The end-to-end process flow for OSA functions
• The roles within each OSA process and generic roles
• The benefits and business value that can be gained from functions as related to OSA.

• Technology requirements for service management tools
• What best practices

Syllabus of ITIL® Intermediate PPO Course

• ITIL® 2011 Capability Module Planning Protection and Optimization
• Agenda
• Objective
• ITIL® 2011 Introduction
• ITIL® 2011 Intermediate
• ITIL - Qualification Criteria
• Definition of Service Lifecycle
• Definition of Service Capability
• Difference Between Lifecycle and Capability Modules
• Managing Across the Lifecycle
• Accreditation Institute
• PPO Course Description
• Course Objective
• Target Candidate
• Target Candidate Continued
• Exam Pre-requisites
• ITIL® 2011 PPO Exam Format
• Exam Tips
• Course Outline
• Foundation Basics
• ITIL®
• ITIL® Publication
• ITIL® is presented as Best Practice What are Best Practices
• Why choose Public Standards over Proprietary ones?
• What is a Service?
• What is a Service Management?
• Service Management Roles: Service Owner
• Service Management Roles: Process Owner
• Connecting with Processes and Functions: RACI Matrix
• Key Terminology: Service Providers
• Key Terminology: Suppliers
• Learning Unit 01 - Introduction to PPO
• Introduction to PPO
• Introduction to PPO
• Service Design - Purpose
• Service Design - Objectives
• Service Design - Value to Business
• Service Design - Basics
• Planning Protection and Optimization - Processes
• Service Design - Inputs
• Service Design - Outputs
• Objectives of Design Co-ordination
• Design Co-ordination - Scope
• Design Co-ordination - Value
• Design Co-ordination - Role of Design Coordination within PPO
• Design Co-ordination - Interfaces
• IT Service Management
• Concept of Service and Value - Definition of a Service
• Economic Value of a Service
• Combined Effects of Utility and Warranty
• Value to the Business - Monitor and Measure
• Process
• Organizing IT Service Management - Process Definition
• Characteristics of a Process
• Organizing IT Service Management - Organization Structure

• Capacity Management - Purpose and Objectives
• Capacity Management - Scope
• Capacity Management - Value to the Business
• Capacity Management - Policies
• Capacity Management - Principles
• Capacity Management - Process Activities
• Capacity Management - Sub-processes
• Capacity Management - Underpinning Iterative Activities
• Capacity Management - Thresholds Management and Control
• Capacity Management - Demand Management
• Capacity Management - Modeling and Trending
• Capacity Management - Application Sizing
• Capacity Management - Triggers
• Capacity Management - Inputs and Outputs
• Capacity Management - Interfaces
• Capacity Management - Information Management
• Capacity Management - Challenges and Risks
• Capacity Management - CSFs and KPIs

• Availability Management - Purpose and Objectives
• Availability Management - Scope
• Availability Management - Value to the Business
• Availability Management - Policiesv
• Availability Management - Basic Concepts 1of3
• Availability Management - Basic Concepts 2of3
• Availability Management - Basic Concepts 3of3
• Availability Management - Reactive Activities
• Availability Management - Proactive Activities
• Availability Management - Techniques
• Availability Management - Triggers
• Availability Management - Inputs and Outputs
• Availability Management - Interfaces
• Availability Management - CSFs and KPIs
• Availability Management - Information Management
• Availability Management - Challenges and Risks

• IT Service Continuity Management - Purpose and Objectives
• IT Service Continuity Management - Scope
• IT Service Continuity Management - Value to the Business
• IT Service Continuity Management - Policies
• IT Service Continuity Management - Lifecycle
• IT Service Continuity Management - Activities 1of11
• IT Service Continuity Management - Activities 2of11
• IT Service Continuity Management - Activities 3of11
• IT Service Continuity Management - Activities 4of11
• IT Service Continuity Management - Activities 5of11
• IT Service Continuity Management - Activities 6of11
• IT Service Continuity Management - Activities 7of11
• IT Service Continuity Management - Activities 8of11
• IT Service Continuity Management - Activities 9of11
• IT Service Continuity Management - Activities 10of11
• IT Service Continuity Management - Activities 11of11
• IT Service Management - Triggers
• IT Service Continuity Management - Interfaces
• IT Service Continuity Management - Inputs and Outputs
• IT Service Continuity Management - CSFs and KPIs
• Service Continuity Management - Challenges and Risks
• Service Continuity Management - Information Management

• Information Security Management - Purpose and Objective
• Information Security Management - Scope
• Information Security Management - Value to the Business
• Information Security Management - Policies
• Information Security Management - Key Concepts
• Information Security Management - Key Concepts
• Information Security Management - Key Concepts
• Information Security Management - Key Concepts
• Information Security Management - Key Concepts
• Information Security Management - Key Concepts
• Information Security Management - Key Concepts
• Information Security Management - Key Concepts
• Information Security Management - Triggers
• Information Security Management - Interfaces
• Information Security Management - Inputs and Outputs
• Information Security Management - CSFs and KPIs
• Information Security Management - Challenges
• Information Security Management - Risks
• Information Security Management - Information Management

• Demand Management
• Demand Management and service lifecycle
• Purpose and Objectives of Demand Management
• Scope of Demand Management
• Value to the Business
• Demand Management - Basic Concepts 1of4
• Demand Management - Basic Concepts 2of4
• Demand Management - Basic Concepts 3of4
• Demand Management - Basic Concepts 4of4
• Challenges in Managing Service Demand
• Management of Operation Demand
• Activities
• Activity based Demand Management
• Activity based Demand Management
• Benefits for analysing PBA
• Codifying of PBAs
• User Profile
• PBA and User Profile
• Differentiated Offerings
• Triggers Inputs and Outputs
• Outputs
• Interfaces
• Information Management
• Critical Success Factors
• Key Performance Indicators
• Challenges
• Risks

• Roles and Responsibilities
• Process Owner
• Process Manager
• Process Practitioner
• Capacity Management Process Owner
• Capacity Management Process Manager
• Availability Management Process Owner
• Availability Management Process Manager
• IT Service Continuity Management Process Owner
• IT Service Continuity Management Process Manager
• Information Security Management Process Owner
• Information Security Management Process Manager
• Key roles for Demand management

• Technology and Implementation Considerations
• Technology and Implementation Considerations
• PPO Technology Considerations
• Designing Technology Architectures
• Generic Requirements (Toolsets)
• Evaluation Criteria for Technology
• Requirements Classification - MoSCoW
• Process Implementation
• Service Design Evaluation Criteria
• Service Design - Challenges
• Service Design - Risks
• Service Design - CSFs and KPIs
• Service Transition - Challenges
• Service Transition - Risks
• Service Transition - Critical Success Factors
• Service Operation - Challenges
• Service Operation Managers - Challenges 1of2
• Service Operation - Challenges 2of2
• Service Operation - Risks
• Service Operation - CSFs 1of3
• Service Operation - CSFs 2of3
• Service Operation - CSFs 3of3
• Implementing Service Operation - Planning

Syllabus of ITIL® Intermediate RCV Course

A practice and how it creates business value.

Enables successful service transition.

Ensures the integrity and quality of the transition.

Monitors the state of the transition.

Ensures the effective and expedient fulfillment of service requests and provides a standard for evaluation.

Reviews whether the performance and value of a service is acceptable.

• Enhances ongoing management decision support and service delivery capability
• Technology and implementation considerations for these processes

Syllabus of ITIL® Intermediate SOA Course

• Introduction to Service Offerings and Agreements (SOA)
• Service Portfolio Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management for IT Services
• Business Relationship Management
• SOA roles and responsibilities
• Technology and Implementation Considerations

Syllabus of ITIL® Managing across the Lifecycle (MALC) Course

• MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
• Prerequisites for the MALC exam
• Structure and scoring of the MALC exam
• Bloom's Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
• MALC exam cast study

• Services, service management, and IT service management
• Organizing functions and roles for service management
• Effect of clarifying roles and using RACI
• Element of value
• Business value of various ITIL lifecycle stages
• Approaches to risk management
• Importance of knowledge management and the SKMS

• Coordinating business relationship management across the lifecycle
• Role of business relationship management in the communication activities
• Stakeholder management and communication
• Using service models
• Design activity coordination Services
• Managing communications and commitment throughout the lifecycle
• Communication aspects of service operation
• Communication strategy and plan

• Effectively and efficiently integrating service management processes across the lifecycle
• Impact and relationship of service strategy to other lifecycle stage
• Various lifecycle stage inputs and outputs
• Value and interfaces of the various service management processes

• Importance of an approach to balanced design
• Contribute to effective and efficient service management with design coordination and transition planning and support
• Service transition lifecycle stages
• Managing services across the lifecycle
• Involving operations staff in other lifecycle stages
• Sources of information helping in the implementation and improvement of services
• Factors relevant to strategic assessments
• Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages

• Governance, activities, framework, and governance bodies
• Relating strategy to governance
• Service providers set direction, policy and strategy
• Change management
• Management systems
• Establishing and maintaining a service management system
• Organization development and departmentalization
• Logical structure for a service provider
• Functions and the types of services providers
• Implementing and sourcing strategies

• Measuring and demonstrating value
• Determining and using metrics
• Approaches to monitoring and control
• Using event management tools

• Implementing service management, service management processes, and supporting tools
• Different types of assessments and conducting assessments
• Techniques for improving service management
• Methods for implementing service management
• Business value of service portfolio management