ITIL v3 Operational Support and Analysis

    

Summary:
This course immerses learners in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Duration:
2.5 Days/Lecture & Lab

Audience:
The Operational Support and Analysis Capability course will be of interest to: -Individuals who have their ITIL® v3 Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.-Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management-IT professionals involved in IT Service Management implementation and improvement programs.-A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

Topics:

• Introduction & SM as a practice
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Service Desk
• Functions
• Technology and Implementation Considerations
• Exam Preparation/Mock Exam
• Exam

Prerequisites:
Candidates for this course must:-Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate-There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirableIt is also strongly recommended that candidates: -Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environmentHave exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: -Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application ManagementIt is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification.

Last Update: May 24, 2013