ITIL Service Capability: Operational Support and Analysis

ITIL Service Capability: Operational Support and Analysis Training
ITIL Service Capability: Operational Support and Analysis
  • ITIL Service Capability: Operational Support and Analysis

    5 dager
    IT Services Management
    1 Star2 Stars3 Stars4 Stars5 Stars (1 votes, average: 5.00 out of 5)
    Loading...

    Reviews

    Course Details

    Oversikt

    This Intermediate level course is part of the ITIL certification program. The Foundation level course is a mandatory requirement for all other levels within the certification scheme.

     

    Certification:
    ITIL Intermediate Qualification: Operational Support and Analysis Certificate

    Mål

    This official ITIL capability certification course enables you to master the key ITIL processes needed to create a stable IT infrastructure that business can rely on. It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL concepts, organizational structures, roles, functions and process activities related to the following processes:

    • Incident Management
    • Problem Management
    • Request Fulfillment
    • Event Management
    • Access Management

    Innhold

    • How OSA processes and functions bring value to the business in supporting the service lifecycle

     

    • In-depth review of the key processes, and their associated activities, functions, roles, responsibilities, challenges, risks and critical success factors:
      • Incident Management: Focuses on restoring services back to normal operations as soon as possible, according to agreed service levels
      • Problem Management: Focuses on the prevention of Problems and the elimination of recurring Incidents
      • Request Fulfillment: Manages the fulfillment of requests for services, with a goal of providing quick and effective access to standard services which business staff can use to improve their productivity
      • Event Management: Focuses on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
      • Access Management: Grants authorized users the right to use a service, while preventing access to non-authorized users

     

    • In-depth review of these critical related functions:
      • IT Operations Management
      • Technical Management
      • Application Management
      • Service Desk

     

    • The impact operational support and analysis has on operational activities and other processes such as Change, Configuration, Release & Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity Management
    • Technology and implementation considerations

    Målgruppe

    • Individuals who have attained the ITIL Foundations Certificate in IT Service Management and who wish to advance to higher level ITIL certifications
    • Individuals involved in the OSA processes and functions identified above, and who require a deep understanding of how they may be used to enhance the quality of IT service support within an organization
    • IT professionals working within an organization that has adopted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program

    Forkunnskaper

    • You must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

    Kursplan

      Jan 15 - Jan 19, 2018
    Oslo
      Apr 23 - Apr 27, 2018
    Oslo
      Jul 16 - Jul 20, 2018
    Oslo
      Oct 15 - Oct 19, 2018
    Oslo