ITIL Service Capability: Operational Support and Analysis
In this course, you will be immersed in the practical aspects of the ITILservice lifecycle and processes associated with the operational support andanalysis of services and service delivery. You will cover the operational-levelprocess activities and supporting methods and approaches to executing theseprocesses in a practical, hands-on learning environment. This course includeslecture, exercises, and scenario-based exam questions to increase yourunderstanding of the core disciplines of ITIL best practices and position you tosuccessfully complete the associated exam. The exam will be offered on thelast day of the course at 1:00 pm.
The main process and function focus areas of this course include:
- Event management process
- Incident management process
- Request fulfillment process
- Problem management process
- Access management process
The organizational functions focused on in this course include:
- Service desk
- Technical management
- IT operations management
- Application management
Please note: The ITIL Foundation certification is required to take the examat the end of class. Proof of certification must be provided no later than thefirst day of class.
Certification:
ITIL Intermediate Qualification: Operational Support and Analysis Certificate
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