ITIL® Capability Expert

Master’s Program
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Table of Contents

About the Program 3

Key Features 4

About Simplilearn 4

Learning Path Visualization 5

Program Outcomes 6

Who Should Enroll in this Program 6

Courses

Step1: ITIL® Intermediate OSA 7

Step2: ITIL® Intermediate PPO 8

Step3: ITIL® Intermediate RCV 9

Step4: ITIL® Intermediate SOA 10

Step5: ITIL® Managing Across the Lifecycle (MALC) 11

Certificate 12

Classroom-Level Immersion: Delivered Digitally 13

Customer Reviews 14

Advisory Board Members 15

Corporate training 16

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About the Program

This ITIL Capability Expert Program is designed to give you specialized knowledge of
the service processes of ITIL, the IT framework that sets the international benchmark of
quality for IT professionals. This Master’s program focuses on the practical application
of OSA, PPO, RCV, and SOA, the four modules that support IT operations, application
management, and financial management.

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Key Features

39 hours of self-paced Become a certified ITIL Get certified in ITIL

training Capability Expert intermediates

365-day access to all Exam vouchers provided

intermediate courses, for all intermediate
including MALC courses

About Simplilearn
Simplilearn is the world’s #1 online bootcamp provider that enables
learners through rigorous and highly specialized training. We focus
on emerging technologies and processes that are transforming the
digital world, at a fraction of the cost and time as traditional
approaches. Over one million professionals and 2000 corporate
training organizations have harnessed our award-winning programs
to achieve their career and business goals.

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Learning Path

1 ITIL® Intermediate OSA

(7.1 hours)

2 ITIL® Intermediate PPO

(7.5 hours)

3 ITIL® Intermediate RCV

(10 hours)

4 ITIL® Intermediate SOA

(9.2 hours)

5 ITIL® Managing Across the Lifecycle (MALC)

(11 hours)

6 Master’s Certification

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Program Outcomes

Understand the scope of the service transition phase in relation to the RCV-related
processes, its value to the business, and how these processes interact with those
within other lifecycle stages

Learn how critical success factors and key performance indicators can be used to
check the effectiveness and efficiency of event management processes, request
fulfilment processes, and successful capacity management

Acquire knowledge of different service desk organizational structures

Gain a fair understanding of the trigger, inputs, outputs, and interfaces of capacity
management and its interfaces with other processes

Who Should Enroll in this Program?

This ITIL Capability Expert Program is particularly suitable for:

Business process owners

Business managers

Operational staff in service portfolio management

Professionals in service catalog management, service level management, demand

management, supplier management, financial management, and business relationship
management teams can also benefit from this program.

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STEP 1 2 3 4 5

ITIL® Intermediate OSA

This ITIL Intermediate Operational Support and Analysis (OSA) certification training
allows you to apply support resolution and analysis to the service management lifecycle.
It is focused on planning, implementation, and optimization of OSA processes and is a key
module in the ITIL Intermediate Capability Stream leading to an IT Expert certificate in IT
Service Management.

Key Learning Objectives

Apply core practices that support the service management lifecycle; execute and
implement specific ITIL processes effectively in real-time

Understand how OSA activities support the service lifecycle

Learn about the scope event management process and the value it adds to business
and to the service lifecycle

Understand how critical success factors and key performance indicators can be used
to ensure the effectiveness and efficiency of the incident management process

Course Curriculum
Lesson 01 - Introduction to Operation Lesson 07 - Service Desk
Support and Analysis
Lesson 08 - Functions and Roles
Lesson 02 - Event Management
Lesson 09 - Technology
Lesson 03 - Incident Management Implementation Considerations

Lesson 04 - Request Fulfillment Lesson 10 - Summary Exam

Preparation and Direct Studies
Lesson 05 - Problem Management

Lesson 06 - Access Management

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STEP 1 2 3 4 5

ITIL® Intermediate PPO

The purpose of this ITIL PPO Certification Training course is to impart, test, and validate
your knowledge of industry practices in service management, as documented in the ITIL
Service Lifecycle core publications. Upon completion, you’ll know how to apply PPO
practices to the service management lifecycle in areas such as capacity management.

Key Learning Objectives

Apply PPO practices to the service management lifecycle in areas such as capacity
management

Understand the importance of capacity management as a process to generate

business value

Learn about the trigger, inputs, outputs, and interfaces of capacity management and
its interfaces with other processes

Understand how availability management relates to information management

Learn about the process activities, methods, and techniques of demand management

Course Curriculum
Lesson 01 - Introduction to PPO Lesson 06 - Demand Management

Lesson 02 - Capacity Management Lesson 07 - PPO Roles and

Responsibilities
Lesson 03 - Availability Management
Lesson 08 - Technology and
Lesson 04 - IT Service Continuity Implementation Considerations
Management
Lesson 09 - Summary Exam
Lesson 05 - Information Security Preparation and Direct Studies
Management

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STEP 1 2 3 4 5

ITIL® Intermediate RCV

The ITIL Intermediate Release, Control, and Validation (RCV) certification will showcase
your expertise in planning, testing, and implementing new services to meet organizational
goals and user requirements. The ITIL Intermediate RCV Certification will demonstrate
your competency in the release, control, and validation of IT services to potential global
employers. This training module validates your knowledge of best practices in service
management.

Key Learning Objectives

Master the principles, objectives, processes, methods, and functions employed in RCV
and the ways in which they are integrated into the service lifecycle

Learn about the types of change requests and describe them using examples for each
service lifecycle stage

Understand key SACM process activities and deliverables for executing activities

Drive and support the execution of the SVT process

Course Curriculum
Lesson 01 - Introduction to Release Lesson 07 - Change Evaluation

Lesson 02 - Change Management Lesson 08 - Knowledge Management

Lesson 03 - Service Asset and Lesson 09 - RCV Roles and

Configuration Management Responsibilities

Lesson 04 - Service Validation and Lesson 10 - Technology and

Testing Implementation Considerations

Lesson 05 - Release and Deployment Lesson 11 - Summary Exam Preparation

Management and Directed Studies

Lesson 06 - Request Fulfillment

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STEP 1 2 3 4 5

ITIL® Intermediate SOA

This ITIL Intermediate Service Offerings and Agreements (SOA) Certification Training
will establish your ability to create and manage service offerings based on business
requirements. This course will help you develop the skills needed to build continuous
improvement in every stage of the service lifecycle. This course, a key module in the ITIL
Capability Expert program, ensures that you are well-versed in ITIL.

Key Learning Objectives

Learn critical success factors and key performance Indicators in service portfolio
management

Understand how SOA processes are the starting point for understanding and
identifying customer requirements

Understand the reliance of service portfolio management, demand management, and

financial management for IT services and business relationship management on the
existence of a strategy

Course Curriculum
Lesson 01 - Introduction to Service Lesson 07 - Financial Management for
Offering and Agreement IT services

Lesson 02 - Service Portfolio Lesson 08 - Business Relationship

Management Management

Lesson 03 - Service Catalogue Lesson 09 - SOA Roles and

Management Responsibilities

Lesson 04 - Service Level Lesson 10 - Technology and

Management Implementation Considerations

Lesson 05 - Demand Management Lesson 11 - Summary, Case Studies,

Exam Preparation, and directed
Lesson 06 - Supplier Management studies

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STEP 1 2 3 4 5

ITIL® Managing across the Lifecycle

(MALC)
This ITIL Managing Across the Lifecycle (MALC) course, the final module of ITIL Service
Lifecycle training, establishes your ability to integrate service management processes
across the full range of IT practices. It tests your knowledge of the key content topics of
the ITIL publication.

Key Learning Objectives

Understand the management aspects of the ITIL Service Lifecycle

Learn to define management objectives, purposes, and functions

Implement and improve service capabilities and manage governance within the ITIL
framework

Course Curriculum
Lesson 01 - Introduction to the Course Lesson 06 - Governance and
Organization
Lesson 02 - Key Concepts of the
Service Lifecycle Lesson 07 - Measurement

Lesson 03 - Communication and Lesson 08 - Implementing and

Stakeholder Management Improving Service Management
Capability
Lesson 04 - Integrating Service
Management Processes Across the Lesson 09 - Summary and Directed
Service Lifecycle Studies

Lesson 05 - Managing Services Across

the Service Lifecycle

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Certificate

C E R T I F I C AT E
O F AC H I E V E M E N T

ITIL® Capability Expert

T H I S I S T O C E R T I F Y T H AT

JOHN DOE
Has successfully graduated from the <Course Name> Masters
Program summa cum laude having completed all mandated course
requirements and industry projects with distinction.

Date: __ / __ /2020

Krishna Kumar, CEO

Upon completion of this Master’s Program, you will also receive an

industry-recognized Master’s Certificate from Simplilearn.

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Classroom-Level Immersion:
Delivered Digitally

Anywhere
Anytime
Access Online Enrollment and
Access on Web and Mobile

Online
Self-Learning Learner Watches Chapter-End
the Video Quizzes

Live,
Interactive
Classes Live Virtual Live Interaction
Classroom and Mentoring

Hands-On
Experience Final Project Virtual
Assessment Work Labs

Simplilearn Certification Criteria

85% Course
Completion + 80% Score on
Simulation Exam

+
Internal, and
External Project Submitted
Certification and Accepted

Final Exam and

Certification

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Customer Reviews

The trainer is very The training was

well-versed and has very relevant to the
a pleasant way of coverage and the
delivering training. The trainer explanation was
training was interactive very good and helped
and not monotonous me in clearing the
at any point. concepts.

Namita Goel Vikas Bansal

The training provided Excellent course.

was concise, specific, Provides the necessary
and relevant. It helped information about the
to assimilate key processes in theory
concepts quickly. and practice.

Wilfred Tauro Evandro Dunck

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Advisory Board Members

Manuel W Lloyd
Virtual CIO, IT Service Expert

Manuel W. Lloyd is a process expert known

for his thought leadership in IT governance,
legislative compliance, operational efficiency,
and cyber security.

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Corporate Training

Top clients we work with:

Features of Corporate Training:

Tailored learning solutions

Flexible pricing options

Enterprise-grade learning management system (LMS)

Enterprise dashboards for individuals and teams

24X7 learner assistance and support

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INDIA
Simplilearn Solutions Pvt Ltd.
# 53/1 C, Manoj Arcade, 24th Main,
Harlkunte
2nd Sector, HSR Layout
Bangalore - 560102
Call us at: 1800-212-7688

USA
Simplilearn Americas, Inc.
201 Spear Street, Suite 1100,
San Francisco, CA 94105
United States
Phone No: +1-844-532-7688

www.simplilearn.com

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