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ITIL v3 Operation Support and Analysis

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The intermediate level ITIL v3 Operational Support & Analysis offers a role based hands-on experience and in-depth coverage of the Operational Support & Analysis cluster of processes and functions according to ITIL v3. An interactive approach is used combining lecture, discussion and exercises.

Course Objectives:

  • Service Management as a practice and Service Operation principles
  • The following processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis: Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management
  • Relevant operational activities of processes covered in other lifecycle phases
  • Common Service Operation activities related to Operational Support & Analysis
  • Functions to be performed within Operational Support and Analysis such as Service Desk, technical management, IT Operations Management and Application Management
  • Operational Support and Analysis Roles and Responsibilities
  • Technology and implementation considerations
  • Challenges, Critical Success Factors and risks

Who should attend:
IT managers, operational staff, and others requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions.

Exam & Certification:
ITIL v3 Operational Support & Analysis

Delivery:
Instructor-led classroom or virtual classroom

Duration:
5 Days

ITIL Expert™:
Earn 4 credits

PMI PDUs:
Earn 35 PDUs

Prerequisites:
An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.
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