ITIL V3 Operational Support and Analysis, školení

Popis kurzu

Určeno pro

• 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

Obsah kurzu

Upon successful completion of this course participants will understand:

• 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 Operational Support and Analysis.

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.

Formal examination: this is a closed book complex graded multiple-choice examination with 8 questions to be answered in 90 minutes. Students must get 70% correct in order to pass.

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• 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 Operational Support and Analysis.

Předpoklady

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 Design
• Service Transition
• Service Operation
• Continual Service Improvement

Examination candidates should be aware that at least 12 hours of personal study are required.

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Studijní materiály

Návaznosti

• Other modular courses covering ITSM Lifecycle stream or Capability stream leading to the ITIL Expert Qualification