ITIL V3 Operational Support and Analysis (HF428S)

This course focuses the spotlight on the Service Operation principles and the Event Management, Incident Management, Problem Management, Access Management and Request Fulfillment processes. In support of the main processes the course details how eight additional processes interact with and enable their effectiveness. Organizing for Service Operation, roles, responsibilities, technology and their considerations are included.

This course contains formal examination (closed book complex graded multiple-choice examination with 8 questions to be answered in 90 minutes; students must get 70% correct in order to pass).

course outline
Upon successful completion of this course participants will understand:
  • The activities, methods and functions used in each of the ITIL® Operational Support and Analysis processes.
  • How the ITIL® Operational Support and Analysis processes interact with other Lifecycle processes.
  • The involvement of Information Management in the ITIL® Operational Support and Analysis processes.
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.
 
  • The importance of the concept of Service Management as a Practice.
  • How to use the ITIL® Operational Support and Analysis processes, activities and functions to achieve operational excellence.
  • How to measure the ITIL® Operational Support and Analysis processes and functions.
  • The technology and implementation considerations, as well as the challenges, critical success factors and risks surrounding ITIL® Operational Support and Analysis.
Formal examination: this is a closed book complex graded multiple-choice examination with 8 questions to be answered in 90 minutes. Students must get 70% correct in order to pass.