This intermediate course builds on the general principles covered as part of the ITIL Foundation Certificate Course and provides in-depth knowledge of the ITIL OSA topics as specified in the ITIL Service Capability curriculum. This includes Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes. The course also covers the Service Desk, Technical Management, IT Operations Management and Application Management functions.
This 5-day course assist learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Planning Protection and Optimization of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices throughout the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.
The Service Offerings and Agreements Capability course will be of interest to:
Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification: