Directories | 
Overview:
The course forms part of the ITIL Intermediate qualification program. The course builds on the general principles covered as part of the ITIL Foundation course. This enables the organization to introduce Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes, the Service Desk, Technical Management, IT Operations Management and Application Management functions as integral parts of its overall business-focussed Services Framework.
Benefits: Successful implementation of ITIL Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam. Objectives: The purpose of Operational Support & Analysis is to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL. The course provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines. The course prepare delegates for the ITIL Capability examination in Operational Support & Analysis. Students will gain knowledge of the Operational Support and Analysis processes:
Audience: The course is suitable for individuals who require a deep understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision within an organization. It offers a natural career development path for practitioner staff who already hold the ITIL Foundation Certificate. Prerequisites:
View the complete Course Outline. |
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