ITIL Operational Support and Analysis

AUDIENCE

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions.

LEARNING OBJECTIVES

• The concept of Service Management as a practice
• The role of processes in the Lifecycle
• The purpose, goal and objectives of the Event Management Process
• The Service Desk Role and concepts
• The purpose, goal and objectives of the Incident Management Process
• The purpose, goal and objectives of the Problem Management Process
• The purpose, goal and objectives of the Request Fulfillment Process
• The purpose, goal and objectives of the Access Management Process
• How to plan and implement Service management Technologies

Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL©_ Intermediate Operational, Support & Analysis certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. An integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

PREREQUISITES