ITIL-OP-S - ITIL® Operation Support and Analysis

Duration: 5 days

Price: $2,995.00

ITIL Version 3 is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® v3 qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.

The Service Lifecycle stream focuses on ITIL V3 practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the use of process and practice elements used within it.

The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL V3 processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.

The ITIL® v3 (version 3) OSA (Operational Support & Analysis) course is part of the ITIL® v3 Intermediate Capability certification stream. The course prepares candidates to take the ITIL® v3 Operational Support & Analysis Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.

Upcoming Classes

To schedule a class, please contact us at 888-825-6273

This course requires that you meet the following prerequisites:

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

Course Outline

The concept of Service Management as a practice

The role of processes in the Lifecycle

The purpose, goal and objectives of the Event Management Process

The Service Desk Role and concepts

The purpose, goal and objectives of the Incident Management Process

The purpose, goal and objectives of the Problem Management Process

The purpose, goal and objectives of the Request Fulfillment Process

The purpose, goal and objectives of the Access Management Process

How to plan and implement Service management Technologies