In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.
The main process and function focus areas of this course include:
Event management process
Incident management process
Request fulfillment process
Problem management process
Access management process
The organizational functions focused on in this course include:
Service desk
Technical management
IT operations management
Application management
Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
Certification:
ITIL Intermediate Qualification: Operational Support and Analysis Certificate
Thousands of students have achieved ITIL certifications with the help of our training. We're so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back. Visit www.globalknowledge.com/itilguarantee for details.
Did You Know?
This class is available in our Virtual Classroom -- live online training that combines premium skills development technologies and expert instructors, content, and exercises to ensure superior training, regardless of your location.
What You'll Learn
Importance of service management as a practice concept and operational support and analysis principals, purpose, and objective
Importance of ITIL operational support and analysis while providing service
Processes in ITIL operational support and analysis interact with other service lifecycle processes
Processes, 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 to measure ITIL operational support and analysis
Importance of IT security and its contributions to ITIL operational support and analysis
Technology and implementation considerations surrounding ITIL operational support and analysis challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks
Who Needs to Attend
IT operations, technical, or IT management personnel requiring more information about ITIL best practices
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
Prerequisites
ITIL Foundation Certification (v3 or newer) required
Two to four years of relevant work experience
To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Operation (2011 Edition, ISBN 9780113313075) and complete at least 12 hours of personal study