Class Details

Price: $2,750

5-Day Course Includes:

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  • Class exercises in addition to training instruction
  • Courseware books, notepads, pens, highlighters and other materials
  • Course retake option
  • Exam Voucher
  • Full breakfast with variety of bagels, fruits, yogurt, doughnuts and juice
  • Tea, coffee, and soda available throughout the day
  • Freshly baked cookies every afternoon - *only at participating locations


Course Outline

Common Practices for Service Operation

  • OSA – Business Value
  • OSA Scope for Functions and Processes
  • Supporting the Service Lifecycle
  • Optimization of Service Operation Performance

Processes for Event, Incident, Request Fulfillment, Problem and Access Management

  • Purpose, Scope and Objectives
  • Business Value
  • Basic Concepts, Principles and Policies
  • Process Activities, Techniques and Methods
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management and the Event Management Process
  • Information Management and the Incident Management Process
  • Information Management and the Request Fulfillment Process
  • Information Management and the Problem Management Process
  • Information Management and the Access Management Process
  • Common Risks and Challenges

The Service Desk

  • Service Desk Role and Objectives
  • Varying Organizational Structures
  • Considerations for Staffing
  • Performance Measurement
  • Common Issues and Safeguards for Outsourcing

Common OSA Functions

  • Overview of Functions for Technical Management
  • Overview of Functions for IT Operations Management
  • Overview of Functions for Applications Management

OSA Improvements

  • Measuring Performance – Goals and Metrics
  • Frameworks for Service and Process Measurement
  • Reporting Framework – Common Creation Rules and Policies
  • Continual Service Improvement Through OSA Practices

Considerations for Technology and Implementation

  • Generic Requirements for Technology
  • Common Criteria for Evaluating Technology and the Tools Used for Implementing Processes
  • Common Practices for Project, Risk, and Staffing Processes
  • Common Implementation Challenges, Risks, and CSFs
  • Service Management Technologies Planning and Implementation Process

Class Exam

ITIL Certification Exams

You can use the ITIL Intermediate voucher on any ITIL Lifecycle or Capability exam. 


  • Number of Questions: 8
  • Passing Score: 70% (28/40)
  • Duration: 90 minutes
  • Format: multiple choice, scenario-based and gradient scored
  • Delivery: Pearson VUE


  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • The Service Desk
  • Roles and Functions of Operational Support and Analysis
  • Considerations for Technology and Implementation

Phoenix TS is an authorized testing center for Pearson VUE and Prometric exams. To register for exams visit the Pearson VUE or Prometric websites or call us at (240) 667-7757. 

Register for Class

Date Location
08/19/19 - 08/23/19, 5 days, 8:30AM – 4:30PM Tysons Corner, VA Register
08/26/19 - 08/30/19, 5 days, 8:30AM – 4:30PM Online Register