HF428S ITIL V3 Operational Support and Analysis

    

Summary:
This 5 day course focuses the spotlight on the Service Operation principles and the Event Management, Incident Management, Problem Management, Access Management and Request Fulfillment processes. In support of the main processes the course details how eight additional processes interact with and enable their effectiveness. Organizing for Service Operation, roles, responsibilities, technology and their considerations are included

Duration:
5 days Lecture/Lab

Audience:
IT professionals who require a deep understanding of Operational Support and Analysis processes and how they may be used to enhance the quality of IT service support within an organization. Operational staff involved in the activities of the following processes and/or functions: Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management.

Topics:

• The importance of the concept of Service Management as a Practice
• The activities, methods and functions used in each of the ITIL Operational Support and Analysis processes
• How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
• How the ITIL Operational Support and Analysis processes interact with other Lifecycle processes
• How to measure the ITIL Operational Support and Analysis processes and functions
• The involvement of Information Management in the ITIL Operational Support and Analysis processes
• The technology and implementation considerations, as well as the challenges, critical success factors and risks surrounding ITIL

Prerequisites:
Demonstrate between 2 and 4 years of professional experience in the ITSM market place.
Hold one or more of the following certificates:


ITIL Foundation in IT Service Management for more than one year (ITIL Version 3 Foundation Certificate, or ITIL Version 2 Foundation Certificate plus the ITIL V3 Foundation Bridge Certificate)
ITIL Service Desk, Incident and Problem Management Practitioner
ITIL Incident Management Practitioner
ITIL Problem Management Practitioner

Last Update: May 23, 2013