ITIL Intermediate

Kata Kunci: ITIL, Infrastucture Library, IT Infrastucture Library, OSA
AXA Tower  Kuningan, Jakarta Selatan | 22 – 26 September 2014 | IDR 21.500.000


Program Description ITIL Intermediate 

ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.

The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.

The ITIL® OSA (Operational Support & Analysis) course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Operational Support & Analysis Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Target Audience  ITIL Intermediate 

  • Individuals who require a deeper understanding of the ITIL Service Management Practice elements of the ITIL Service Management Lifecycle and how they may be implemented to enhance the quality of IT service management within an organization.
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking a deeper understanding of the functions and processes of the ITIL Service Lifecycle.
  • Individuals who wish to specialize in any of the Service Capability Areas.
  • Individuals seeking ITIL Expert or ITIL Master level certification in ITIL Service Management, for which these are prerequisite modules.



An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

Trainer Profile

Yudistira, ITIL Expert, PRINCE2, ISO 20000

Has 21 years of experience in the IT Support/Helpdesk field, and comes with 7 years of Experience in ITIL Implementation of various businesses and industry background both from the local scene and internationally. Has excellent experience in IT Operations, IT Projects, Operations, IT Training Management and implementation. Has also exposure in BCP/DRP, IT Risk, and Incident Management.


Program Modules ITIL Intermediate 

  1. Module 1: Introduction
  2. Module 2: Event Management
  3. Module 3: Service Desk
  4. Module 4: Incident Management
  5. Module 5 : Problem Management
  6. Module 6: Request Fulfillment
  7. Module 7: Access Management
  8. Module 8: Functions
  9. Module 9: Technology and Implementation Considerations
  10. Module 10: Exam Preparation




This event will be held on the specified venue and schedule below:

  • Schedule         : 22 – 26 September 2014
  • Time                : 09.00AM – 05.00PM
  • Venue              : AXA Tower 37th Floor – Kuningan City. Jl. Prof. Dr. Satrio Kav.18, Setiabudi – Kuningan, Jakarta Selatan



IDR 21.500.000



  • Original ITIL Intermediate – OSA Courseware accredited by APMG
  • ITIL Intermediate – OSA Exam
  • Certificate of Attendance from Informatics (Singapore)
  • ITIL Intermediate – OSA Certificate from APMG (if pass the exam)
  • Lunch and Coffee Break
  • Souvenir


IT Infrastructure Library (ITIL) Intermediate – Operational Support and Analysis (OSA)


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