ITIL® Intermediate Capability

ITIL® Intermediate Capability Certificates

The Service Capability units will be of interest to candidates who wish to be certified in a deep level of understanding of ITIL® processes, functions and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum; however the primary focus is the process activities, execution and use throughout the Service Lifecycle.

The Service Capability units are focused on role-based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within ITIL® IT Service Management, intended to offer candidates a balanced knowledge of ITIL® practices which have direct interaction and dependencies in their daily use.

  • Service Offerings & Agreements (SOA)

    The SOA course builds on the general principles covered as part of the ITIL® Foundation course. A challenge for service providers is establishing a balance between customer requirements; understanding and managing demand; ensuring 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. To address these challenges IT organizations must implement ITIL® SOA best practices. This course therefore covers in-depth the Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management and IT Financial Management processes, to the level needed to introduce or improve these capabilities within an organization as an integral part of the overall business-focused Service Management framework.

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  • Release, Control & Validation (RCV)

    The RCV course builds on the general principles covered as part of the ITIL® Foundation 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 therefore covers in-depth the Change Management, Service Asset and Configuration Management , Service Validation and Testing, Release and Deployment Management, Request Fulfillment, Change Evaluation and Knowledge Management processes, to the level needed to introduce or improve these capabilities within an organization as an integral part of the overall business-focused Service Management framework.

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  • Planning, Protection & Optimization (PPO)

    The PPO course builds on the general principles covered as part of the ITIL® Foundation course. A challenge for service providers is understanding and setting clear expectations for the delivery of services with the business. Through Service Level Management service level requirements are defined, negotiated and agreed with the customer and IT commits to the customer to deliver a required level of service availability, capacity, continuity and security. 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, IT organizations must implement ITIL® PPO best practices. This course therefore covers in-depth those aspects of IT Service Management needed to introduce or improve an organization’s capabilities as an integral part of the overall business-focused Service Management framework.

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  • Operational Support & Analysis (OSA)

    The OSA course builds on the general principles covered as part of the ITIL® Foundation course. It covers in-depth 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, to the level needed to introduce or improve these capabilities within an organization as an integral part of the overall business-focused Service Management framework.

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