An Overview of ITIL Service Capability Modules

An Overview of ITIL Service Capability Modules

The Service Capability modules are the alternative choice for the candidates who have finished their ITIL Foundation certification and are looking to obtain the ITIL Intermediate certification. The Service Capability modules are most suitable for those who are looking to gain specialized knowledge in one or more processes, with a focus on execution and interaction of ITIL practices.

The following Service Capability modules are examined in detail in this article:

  • Operational Support and Analysis (OSA)

  • Planning, Protection, and Optimization (PPO)

  • Release, Control, and Validation (RCV)

  • Service Offerings and Agreements (SOA)

ITIL Service Capability Modules

ITIL Release, Control, and Validation (RCV) certification

The ITIL Intermediate Qualification: Release, Control, and Validation (RCV) Certificate is a separate qualification which is a part of the ITIL Intermediate Capability Stream. It is one of the modules leading to the ITIL Expert Certificate in IT Service Management.

PURPOSE of ITIL RCV

The main purpose of this training module and the exam & certificate associated with it is to impart knowledge, validate it and test the candidate’s knowledge on the industry practices in service management exactly as it has been documented in the ITIL Service Lifecycle core publications.

OBJECTIVES of ITIL RCV

The candidates will be competent in the following areas upon successful completion of the course.

  • The importance of service management and ITIL release, control, and validation while providing service.

  • The processes, activities, methods, and functions used in every ITIL release, control, and validation process and how they will interact with other lifecycle processes.

  • Measurement of ITIL release, control, and validation.

  • The roles and responsibilities of the release, control and validation process.

  • The importance of IT security and the contributions it makes to release, control and validation.

  • The challenges, success factors, risks, technology and implementation considerations associated with ITIL release, control, and validation.

  • The capability of change management to realize successful service transition.

  • The capability of service validation and testing to ensure the integrity and quality of service transition.

  • How knowledge management enhances the ongoing management decision support and service delivery capability.

  • The role of request fulfillment and change evaluation in ensuring the committed service level performance is met.

APPLICATION of ITIL RCV

The intention of the ITIL Release, Control, and Validation (RCV) Certificate is to permit those who hold the certificate to apply the practices during the IT Service Management Lifecycle. It can be applied to the following main process, role and function areas:

  • Change management

  • Service asset and configuration management

  • Service validation and testing

  • Release and deployment management

  • Request fulfillment

  • Change evaluation

  • Knowledge management

TARGET AUDIENCE for ITIL RCV

The target audience for the ITIL Intermediate Qualification: Release, Control, and Validation (RCV) Certificate includes and is not restricted to:

  • Business managers and process owners

  • IT professionals

  • Individuals who need a deep understanding of ITIL release, control, and validation.

  • Operational staff who are involved in change management, release and deployment management, service validation and testing, service asset and configuration management, request fulfillment, change evaluation and knowledge management, and those who wish to increase their role-based capabilities.

  • Professionals who have obtained the ITIL Foundation/Master Certificate in ITSM and desire to reach the next Expert level in ITIL certification.

ITIL Intermediate Planning, Protection, and Optimization (PPO) certification

The ITIL Intermediate Qualification: Planning, Protection, and Optimization (PPO) certificate is a separate qualification which is a part of the ITIL Intermediate Capability Stream. It is one of the modules which lead to the ITIL Expert Certificate in IT Service Management.

PURPOSE of ITIL PPO

The main purpose of the ITIL PPO training module and the exam associated with the certificate is to impart, test and validate the knowledge of the individual on industry practices in IT Service management, in the same way, it has been documented in the core publications of the ITIL Service Lifecycle.

OBJECTIVES of ITIL PPO

The ITIL PPO certification will enable the candidates to become competent in the following areas upon successful completion of the course:

  • Service design in the context of PPO and lifecycle

  • The different processes across the service lifecycle which pertain to the practice elements of planning, protection, and optimization.

  • The capability of capacity management to realize a service design which is successful.

  • The capability of availability management to realize a service design which is successful.

  • Organizational roles which are relevant to planning, protection, and optimization.

  • Considerations on technology and implementation.

  • The roles and responsibilities of planning, protection, and optimization.

  • The capability of IT service continuity management to support overall business continuity management.

APPLICATION of ITIL PPO

The intention of the ITIL Planning, Protection and Optimization certificate is to enable the individuals who hold the certificate to apply the practices of PPO during the service management lifecycle, especially in the following important ITIL process and role areas:

  • Capacity management

  • Availability management

  • IT service continuity management (ITSCM)

  • Information security management

  • Demand management

TARGET AUDIENCE for ITIL PPO

The target audience for the ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate includes and is not restricted to:

  • Business managers

  • IT professionals

  • Business process owners

  • People who require a thorough understanding of how the ITIL Planning, Protection, and Optimization (PPO) certificate can be used to increase the quality of IT service support in an organization.

  • IT professionals are working in an organization which has adopted ITIL and who thus need to contribute to the ongoing service improvement program.

  • Individuals who seek the ITIL expert certification in ITSM, for which this can be one of the prerequisite qualification modules.

  • Individuals who seek the ITIL Master certification in ITSM, for which this can be one of the prerequisite qualification modules.

ITIL Intermediate Service Offerings and Agreements (SOA) certification

The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a separate qualification which is also a part of the ITIL Intermediate Capability stream. It is also one of the modules which lead to the ITIL Expert Certificate in IT Service Management.

PURPOSE of ITIL SOA

The main purpose of the Service Offerings and Agreements (SOA) training module and the exam associated with the certificate is to impart, test and validate the knowledge of the individual on industry practices in IT Service management, in the same way, it has been documented in the core publications of the ITIL Service Lifecycle.

OBJECTIVES of ITIL SOA

The ITIL SOA certification will enable the candidates to become competent in the following areas upon successful completion of the course:

  • An overview of the basic principles of ITIL SOA and their processes.

  • The value provided by SOA activities to the businesses.

  • How the processes of SOA rely on a good business case and a good understanding of return on investment (ROI).

  • The roles and responsibilities of ITIL SOA.

  • The various technologies involved and the considerations to be taken into account while implementing them.

  • The challenges, critical success factors and the risks involved.

  • The process which is related to the service offerings and agreements curriculum across the entire service lifecycle.

APPLICATION of ITIL SOA

The intention of the ITIL Service Offerings and Agreements (SOA) certificate is to enable the individuals who hold the certificate to apply the practices of SOA during the service management lifecycle, especially in the following important ITIL process and role areas:

  • Service portfolio management

  • Service catalog management

  • Service level management

  • Demand management

  • Supplier management

  • Financial management for IT services

  • Business relationship management

TARGET AUDIENCE for ITIL SOA

The target audience for the ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate includes and is not restricted to:

  • Business managers

  • IT professionals

  • Business process owners

  • People who require a thorough understanding of how the ITIL Planning, Protection, and Optimization (PPO) certificate can be used to increase the quality of IT service support in an organization.

  • IT professionals who are working in an organization which has adopted ITIL and who thus need to contribute to the ongoing service improvement program.

  • Individuals who seek the ITIL expert certification in ITSM, for which this can be one of the prerequisite qualification modules.

  • Individuals who seek the ITIL Master certification in ITSM, for which this can be one of the prerequisite qualification modules.

ITIL Intermediate Operational Support and Analysis (OSA) certification

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a separate qualification which is also a part of the ITIL Intermediate Capability stream. It is also one of the modules which lead to the ITIL Expert Certificate in IT Service Management.

PURPOSE of ITIL OSA

The main purpose of the Operational Support and Analysis (OSA) training module and the exam associated with the certificate is to impart, test and validate the knowledge of the individual on industry practices in IT Service management, in the same way, it has been documented in the core publications of the ITIL Service Lifecycle.

OBJECTIVES of ITIL OSA

The ITIL OSA certification will enable the candidates to become competent in the following areas upon successful completion of the course:

  • How the activities of OSA support business activities.

  • How the OSA processes interact with other service lifecycle processes.

  • How to measure and use the OSA processes, activities, and functions in order to achieve operational excellence.

  • The importance of IT security and the contributions it makes to OSA.

  • An understanding of the technology and the considerations regarding the implementation of OSA.

  • The challenges, critical success factors, and risks which are associated with OSA.

  • Optimization of the performance of service operation.

  • A specific focus on the processes of service operation lifecycle and the roles included in event management, incident management, request fulfillment, problem management and access management.

APPLICATION of ITIL OSA

The intention of the ITIL Operational Support and Analysis (OSA) certificate is to enable the individuals who hold the certificate to apply the practices of SOA during the service management lifecycle, especially in the following important ITIL process and role areas:

  • Event management

  • Incident management

  • Request fulfillment

  • Problem management

  • Access management

  • Service desk

  • Technical management

  • IT operations management

  • Application management

TARGET AUDIENCE for of ITIL OSA

The target audience for the ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate includes and is not restricted to:

  • Business managers

  • IT professionals

  • Business process owners

  • People who require a thorough understanding of how the ITIL Planning, Protection, and Optimization (PPO) certificate can be used to increase the quality of IT service support in an organization.

  • IT professionals who are working in an organization which has adopted ITIL and who thus need to contribute to the ongoing service improvement program.

  • Individuals who seek the ITIL expert certification in ITSM, for which this can be one of the prerequisite qualification modules.

  • Individuals who seek the ITIL Master certification in ITSM, for which this can be one of the prerequisite qualification modules.

This article has thus made clear the purpose, objective, application, and target audience, for the ITIL Service Lifecycle Capability Modules for the benefit of the candidates who wish to know the difference between ITIL Service Lifecycle and ITIL Service Capability for their Intermediate Level certification. It is also possible for the candidates to mix courses from both the modules in order to obtain the necessary credits for the ITIL Expert certification.

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