ITIL® 2011 Edition Intermediate Level Qualifications
There are two certification streams in the ITIL Intermediate Level, and they both assess your ability to comprehend and apply ITIL concepts. You need a minimum of 15 points to complete the intermediate level, and these must be obtained as part of a balanced program overall. The two streams are the Service Capability series and the Service Lifecycle series.
ITIL® 2011 Edition Service Capability Stream
The Service Capability series will give you a deep level understanding of ITIL® 2011 Editionprocesses and roles. While attention to the Service Lifecycle is illustrated as part of the curriculum, the primary focus is the process activities, execution and use throughout the Service Lifecycle.
ITIL® 2011 Edition Service Capability Courses
Operational Support & Analysis (OSA): an ITIL® 2011 Edition Service Capability Course
This course takes an in-depth look at the Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management processes as well as the Service Desk, Technical Management, Application Management and IT Operations Management functions.
Planning, Protection & Optimization (PPO): an ITIL® 2011 Edition Service Capability Course
Setting clear expectations for the delivery of services with the business presents a challenge for service providers. Through Service Level Management, service level requirements are defined, negotiated and agreed upon with the customer, and IT commits to deliver a required level of service availability, capacity, continuity and security. This course focuses on key aspects of IT Service Management that help to ensure that services are designed, delivered and managed to meet the utility ("fit for use") and warranty ("fit for purpose") expectations of the customer. You will also learn how to implement ITIL PPO best practices.
Release, Control & Validation (RCV): an ITIL® 2011 Edition Service Capability Course
To implement new or changed services in a controlled and cost-effective manner and then transition control to the operations groups, IT organizations must successfully implement ITIL® RCV best practices. This course will give you an in-depth understanding of the Change Management, Release and Deployment Management, Service Asset and Configuration Management, Knowledge Management, Transition Planning and Support, Service Validation and Testing and Service Evaluation processes.
Service Offerings & Agreements (SOA): an ITIL® 2011 Edition Service Capability Course
In this course, you will learn to implement ITIL SOA best practices, including: establishing a balance between customer requirements; understanding and managing demand; ensuring that the service supplier network (including both internal and external suppliers) is aligned to deliver value to the customer; and sustaining operational visibility, insight and superior investment decision making while managing the IT investments. The course focuses particularly on the Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management and Financial Management processes.
ITIL® 2011 Edition Capstone Course
Managing Across the Lifecycle (MALC)
This course completes the ITIL® 2011 Edition Capability and Service Lifecycle training and leads to the award of the ITIL Expert qualification. This course emphasizes the importance of the lifecycle approach to ITSM and focuses on the business, management and supervisory objectives, purposes, processes, activities and functions within the service lifecycle – and, most importantly, on the crucial interdependencies between them.