ITIL Operational Support & Analysis Capability Stream

Seminarziel

This 5-day course explains the terminology, processes, roles, functions and activities relating to the ServicevOperation 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.Upon successful completion of this course participants will understand:
o The importance of the concept of Service Management as a Practice.
o The activities, methods and functions used in each of the ITIL® Operational Support and Analysis processes.
o How to use the ITIL® Operational Support and Analysis processes, activities and functions to achieve operational excellence.
o How the ITIL® Operational Support and Analysis processes interact with other Lifecycle processes.
o How to measure the ITIL® Operational Support and Analysis processes and functions.
o The involvement of Information Management in the ITIL® Operational Support and Analysis processes.
o 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.

Zielgruppe

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 Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management.

Seminarinhalte

o A brief refresher on IT Service Management o Service Operation Processes: o Common Service Operation Activities o Service Operation Functions:
- Service Desk - Technical Management - IT Operations Management - Application Management o Technology considerations o Challenges, critical success factors and risks o Service Operation summary - Event Management - Incident Management - Request Fulfillment - Problem Management - Access Management o Service Operation roles and responsibilities o Service Operation organization structures o Implementation considerations o Revision and Mock Examination

Voraussetzungen

Demonstrate between 2 and 4 years of professional experience in the ITSM market place.Hold one or more of the following certificates:
o 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).
o ITIL Service Desk, Incident and Problem Management Practitioner
o ITIL Incident Management Practitioner
o ITIL Problem Management Practitioner

It is assumed that participants will have read the following ITIL Service Management Practices core lifecycle publications:
o Service Operation
o Continual Service Improvement

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

Hinweis

Formal Examination:This is a closed book complex graded multiple-choice examination with 8 questions to answered in 90 minutes. Students must get 28/40 (70%) correct in order to pass.
Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary.

Nächste Schritte:
Other modular courses form the Lifecycle or Capability streams leading to the ITIL Expert qualification.