ITIL V3服务能力课程

• 如果希望在ITIL实施的日常工作中，在一个或多个流程中能获得更多专有的和流程级的知识，那么服务能力模块将是很有用且适合你的：
• Service Offerings and Agreements
• Release, Control and Validation
• Operational Support and Analysis
• Planning, Protection and Optimization

课程对象：

• ITIL V3中间级课程的授课对象包括但不局限于：
• Chief Information Officers (CIOs)
• Chief Technology Officers (CTOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• …

课程大纲：

• Service Offerings and Agreements (SOA) 大纲：
• SOA01: Introduction to Service Offerings and Agreements
• SOA02: Service Portfolio Management
• SOA03: Service Catalogue Management
• SOA04: Service Level Management
• SOA05: Demand Management
• SOA06: Supplier Management
• SOA07: Financial Management
• SOA08: Business Relationship Manager
• SOA09: Service Offerings and Agreement Roles and Responsibilities
• SOA10: Technology and Implementation Considerations

• Release, Control and Validation (RCV) 大纲：
• RCV01: Introduction to Release, Control and Validation (RCV)
• RCV02: Change Management
• RCV03: Service Asset and Configuration Management
• RCV04: Service Validation and Testing (SVT)
• RCV05: Release and Deployment Management
• RCV06: Request Fulfillment
• RCV07: Evaluation
• RCV08: Knowledge Management
• RCV09: Release, Control and Validation Roles and Responsibilities
• RCV10: Technology and Implementation Considerations

• Operational Support and Analysis (OSA) 大纲：
• OSA01: Introduction to Operational Support and Analysis
• OSA02: Event Management
• OSA03: Incident Management
• OSA04: Request Fulfilment
• OSA05: Problem Management
• OSA06: Access Management
• OSA07: The Service Desk
• OSA08: Functions
• OSA09: Technology and Implementation considerations

• Planning, Protection and Optimization (PPO) 大纲：
• PPO01: Introduction to Planning, Protection and Optimization
• PPO02: Capacity Management
• PPO03: Availability Management
• PPO04: IT Service Continuity Management (ITSCM)
• PPO05: Information Security Management
• PPO06: Demand Management
• PPO07: Challenges, Critical Success Factors and Risks
• PPO08: Planning, Protection and Optimization Roles and Responsibilities
• PPO09: Technology and Implementation Considerations