ITIL v3 Capability Stream

These courses will be developed and offered once the syllabus and exam structure have been defined by the APM Group and their advisors

	Planning, Protection & Optimization (PPO) The PPO course is an intensive 5-day course that builds on the general principles covered as part of the ITIL® v3 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 the Demand Management, Capacity Management, Availability Management, Security Management, and IT Service Continuity 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. Read More for Planning, Protection & Optimization (PPO)
	Service Offerings & Agreements (SOA) The SOA course is an intensive 5-day course that builds on the general principles covered as part of the ITIL® v3 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 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. Read More for Service Offerings & Agreements (SOA)
	Operational Support & Analysis (OSA) The OSA course is an intensive 5-day course that builds on the general principles covered as part of the ITIL®V3 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. Read More for Operational Support & Analysis (OSA)
	Release, Control & Validation (RCV) The RCV course is an intensive 5-day course that builds on the general principles covered as part of the ITIL®v3 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, Release and Deployment Management, Service Asset and Configuration Management, Knowledge Management, Transition Planning and Support, Service Validation and Testing and Service Evaluation 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. Read More for Release, Control & Validation (RCV)