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33 s

Making ITIL,qualifica ons Be er, Faster & Cheaper

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Founda on

#
Intermediate Modules

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myTarget

(SOA, PPO, RCV, OSA)

Hours 4 * 30

MALC

ITILExpert Cer i!a on

Hours 1 * 16

Hours 1 * 30

ITILModules %&%#'ounda on (Founda on) S er(ice O$$erin!s and A!ree)ents (SOA) Releace, Control & Valida on (RCV) *lannin!, *rotec on and Op )i+a on (PPO) Opera onal S upport & Analysis (OSA) ana!in! Across t"e #i$e Cycle (MALC)
All LearningSer%i!e !ome &it' a Sa s a! on Assuran!e
T'e(ITIL(Expert(Module()or*s'ops+( ITIL foundation / intermediate / advanced modules are qualifications that leads to the ITIL E pert in IT !er"ice Management Certificate. The purpose of these workshop modules and the associated exams and certificates is, respectively, to impart, test, and validate the knowledge on industry practices in Service anagement as documented in the ITIL Service Lifecycle core pu!lications. ( Target(group+( Individuals who have attained the ITIL "oundation certificate in Service anagement and who wish to advance to higher level ITIL certifications. Individuals who require a deep understanding of ITIL processes and how it may !e used to enhance the quality of IT service within an organi#ation. IT professionals that are working within an organi#ation that has adopted and adapted ITIL who need to !e informed a!out and thereafter contri!ute to an ongoing service improvement program. Individuals who wish to enhance their role$!ased capa!ilities. This may include !ut is not limited to, IT professionals, !usiness managers and !usiness process owners.

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Module: Release, Control & Validation (RCV)
What do you learn? The importance of service management as a practice concept and service transition principles, purpose and o!%ective The importance of ITIL release, control and validation while providing service &ow all processes in ITIL release, control and validation interact with other service lifecycle processes 'hat are the processes, activities, methods and functions used in each of the ITIL release, control and validation processes &ow to use the ITIL release, control and validation processes, activities and functions to achieve operational excellence &ow to measure ITIL release, control and validation The importance of IT security and its contri!utions to ITIL release, control and validation The technology and implementation considerations surrounding ITIL release, control and validation (hange management as a capa!ility to reali#e successful service transition Service validation and testing as a capa!ility to ensure the integrity and the quality of service transition Service asset and configuration management as a capa!ility to monitor the state of service transition )nowledge management as part of enhancing the on$going management decision support and service delivery capa!ility *equest fulfillment and change evaluation to ensure meeting committed service level performance *elease, control and validation process roles and responsi!ilities Technology and implementation considerations (hallenges, critical success factors and risks associated with ITIL release, control and validation "ollowing key ITIL process and role areas are covered o (hange management o *elease and deployment management o Service validation and testing o Service asset and configuration management o )nowledge management o *equest fulfillment o (hange +valuation

Module: Operational Support & Analysis (OSA)

What do you learn? The value to the !usiness of ,S- activities The scope of ,S- processes and functions. event, incident, pro!lem and access management, request fulfilment and the service desk &ow ,S- activities support the service lifecycle ,ptimi#ing service operation performance &ow the processes in ,S- interact with other service lifecycle processes &ow to use the ,S- processes, activities and functions to achieve operational excellence &ow to measure ,S The importance of IT security and its contri!utions to ,S /nderstanding the technology and implementation considerations surrounding ,S The challenges, critical success factors 0(S"s1 and risks associated with ,S Specific emphasis on the service operation lifecycle processes and roles included in. o Event ana!e ent, which defines any detecta!le or discerni!le occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service o "n#ident ana!e ent, which has the capa!ility to !ring services !ack to normal operations as soon as possi!le and according to agreed service levels o Re$uest %ul%ill ent, which fulfils a request providing quick and effective access to standard services which !usiness staff can use to improve their productivity or the quality of !usiness services and products o &ro'le ana!e ent, which prevents pro!lems and resulting incidents from happening, eliminating recurring incidents and minimi#ing the impact of incidents that cannot !e prevented o A##ess ana!e ent, which grants authori#ed users the right to use a service while preventing access to non$authori#ed users. ,perational activities of processes covered in other lifecycle stages such as. o (hange management o Service asset and configuration management o *elease and deployment management o (apacity management o -vaila!ility management o )nowledge management o "inancial management for IT services o IT service continuity management.

,rgani#ing for service operation, which descri!es

functions to !e performed within the service

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operation and support such as service desk, technical management, IT operations management and application management.

Module: Servi#e O%%erin!s and A!ree ents (SOA)

What do you learn?

Module: &lannin!, &rote#tion & Opti i(ation (&&O)

What do you learn?

,verview of S,- processes and !asic principles The value to the !usiness of S,- activities &ow S,- processes rely on a good !usiness case &ow the S,- processes rely on a good understanding of return on investment 0*,I1 2rocesses across the service lifecycle pertaining to the service offerings and agreements curriculum. o Servi#e port%olio ana!e ent, which provides documentation for services and prospective services in !usiness terms o Servi#e #atalo!ue ana!e ent, which is concerned with the production and documentation of the service catalogue from a !usiness and a technical viewpoint o Servi#e level ana!e ent, which sets up a service level agreement 0SL-1 structure and ensures that all SL-s have an underpinning support structure in place o )e and ana!e ent, which identifies patterns of !usiness activity to ena!le the appropriate strategy to !e implemented o Supplier ana!e ent, ensures all partners 3 suppliers are managed in the appropriate way and includes contract management o *inan#ial ana!e ent for IT services, which includes ensuring understanding of the service value and the management of all financial considerations o +usiness relationship ana!e ent, which ensures the customer4s requirements are correctly identified S,- roles and responsi!ilities Technology and implementation considerations (hallenges, critical success factors and risks

Service design in 22, and lifecycle context 2rocesses across the service lifecycle pertaining to
the practice elements within planning, protection and optimi#ation (apacity management as a capa!ility to reali#e successful service design -vaila!ility management as a capa!ility to reali#e successful service design IT service continuity management as a capa!ility to support overall !usiness continuity management Information security management as part of the overall corporate governance framework 2lanning, protection and optimi#ation roles and responsi!ilities Technology and implementation considerations ,rgani#ational roles relevant to 22, -nd specifically in the following key ITIL process and role areas.$ o (apacity management o -vaila!ility management o IT service continuity management o Information security management o 5emand management o (hallenges, critical success factors and risks for planning, protection and optimi#ation

Module: Mana!in! A#ross the ,i%e#y#le (MA,C)

What do you learn? /pon successful completion of the education and examination components related to this qualification, (andidates can expect to gain competencies in the following. )ey concepts of the service lifecycle (ommunication and stakeholder management Integrating service management processes across the service lifecycle anaging services across the service lifecycle

*or in$uiry - "n%or ation

E ail: shital. y+/&0in Call: 123425657899:8

ITIL and The Swirl logo TM are Registered Trademarks of the Cabinet Office.

For information: email: sales@myfastlearn.com, Call: +919323860056/982169 !33 6overnance and organi#ation easurement Implementing and improving service management
capa!ility.

ITIL and The Swirl logo TM are Registered Trademarks of the Cabinet Office.