ITIL v3 Blended Operational Support and Analysis Capability

    

Summary:
This ITIL Intermediate 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 course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL knowledge with respect to Operational Support and Analysis, and to apply this knowledge in real life. Learners can complete e-learning modules on their own time to build their knowledge and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in practice.

Duration:
2 1/2 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) and 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 their use in enhancing the quality of IT service support within an organization. For example, operational staff involved in Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management.-IT professionals involved in IT Service Management implementation and improvement programs.-Typical roles, including (but not restricted to) IT professionals, IT/business managers, IT/business process owners, and IT practitioners.

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 desirable.-It is also strongly recommended that candidates: -Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management in their own business environment-Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes: -Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management-It is recommended that learners should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management practice core guidance, particularly the Service Lifecycle publication, in preparation for the examination.

Last Update: May 21, 2012