Dallas-Ft Worth, TX
El Paso, TX
Kansas City, MO
Los Angeles, CA
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
5 days Lecture/Lab
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.
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