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ITIL V3 Capabilities Stream - Operational Support & Analysis
The Courses of the ITIL V3 ® - Intermediate Level - Capabilities Stream cluster the ITIL V3 ® topics into role based packages, each with a distinctive certification, which delivers credits for achievement of the ITIL V3 ® Expert Diploma.
Course Description
Description
This module covers the following subject areas:
- Event Management
- Incident Management
- Request Fulfillment
- Access Management
- Problem Management
- Functions: Service Desk, Technical Management, IT Operations Management and Application Management
OBJECTIVES
To enhance candidates' capabilities to illustrate, explain and apply their knowledge of:
- The importance of Service Management as a Practice.
- The importance of ITIL® Operational Support & Analysis while providing Service.
- How all processes in ITIL® Operational Support & Analysis interact with other Service Lifecycle processes.
- The processes, activities, methods and functions used in each of the ITIL® Operational Support & Analysis processes.
- How to use the ITIL® Operational Support & Analysis processes, activities and functions to achieve operational excellence.
- How to measure ITIL® Operational Support & Analysis.
- Understanding of technology and implementation considerations surrounding ITIL® Operational Support & Analysis.
- Challenges, Critical Success Factors and Risks associated to ITIL® Operational Support & Analysis.
Prerequisites
- ITIL® V3 Foundation certificate.
- Familiarity with the terminology and the context of the course in their own business environment.
- Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the topics of the course.
Who Should Attend this course ?
- Staff involved in Operational Support & Analysis of IT Services.
- Individuals who have attained the V3 ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications.
- Individuals who require a deep understanding of ITIL V3® in Operational Support & Analysis processes and how it may be used to enhance the quality of IT services.
