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Course Overview This 5-day course explains the terminology, processes, roles, functions and activities relating to the Service Operation phase of the IT Service Management Lifecycle, based on Version 3 of the IT Infrastructure Library (ITIL). It is one of four "Service Capability" Modules, which are role-based. They offer participants a balanced knowledge of ITIL best practices. The Service Capability series will be of interest to participants who wish to be certified in a deep-level of understanding of ITIL V3 with the primary focus on the process activities and execution throughout the Service Lifecycle. Remotely Assisted Instructional Learning (RAIL) Delivered in the comfort of your own home or office by a real on-line instructor. Our instructors use a virtual classroom to delivery this course - a break of 10-15 minutes is normally taken after each 1 or 2 hour session. Candidates will be able to fully interact, ask questions etc... The instructor will use slides and a whiteboard to deliver - just like being in a classroom. All you need is a headset and broadband. 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.
Skills Gained Upon successful completion of this course participants will understand:- - The activities, methods and functions used in each of the ITIL Operation Support and Analysis processes.
- How the ITIL Operational Support and Analysis processes interact with other Lifecycle processes.
- The involvement of Information Management in the ITIL Operational Support and Analysis processes.
- Participants will also gain the knowledge necessary to prepare for the "ITIL Certificate in Operational Support and Analysis" examination from EXIN, ISEB or APM Group. This certificate is worth 4 credits in the ITIL Version 3 Qualification Scheme.
- The importance of the concept of Service Management as a Practice.
- How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve the operational excellence.
- How to measure the ITIL Operational Support and Analysis processes and functions.
- The technology and implementation considerations, as well as the challenges, critical success factors and risks surrounding ITIL Operational Support and Analysis.
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.
It is assumed that participants will have read the following ITIL Service Management Practices core lifecycle publications:- - Service Strategy
- Service Strategy
- Service Transition
- Service Operation
- Continual Service Improvement
Examination candidates should be aware that at least 12 hours of personal study are required.
This training course is presented on behalf of CourseMonster by an ISEB accredited training provider.
How to make a booking for the HF428CR course
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