This module covers the following subject areas:
- Event Management
- Incident Management
- Request Fulfillment
- Access Management
- Problem Management
- Functions: Service Desk, Technical Management, IT Operations Management and Application Management
Objectives
To enhance candidates' capabilities to illustrate, explain and apply their knowledge of:
- The importance of Service Management as a Practice.
- The importance of ITIL® Operational Support & Analysis while providing Service.
- How all processes in ITIL® Operational Support & Analysis interact with other Service Lifecycle processes.
- The processes, activities, methods and functions used in each of the ITIL® Operational Support & Analysis processes.
- How to use the ITIL® Operational Support & Analysis processes, activities and functions to achieve operational excellence.
- How to measure ITIL® Operational Support & Analysis.
- Understanding of technology and implementation considerations surrounding ITIL® Operational Support & Analysis.
- Challenges, Critical Success Factors and Risks associated to ITIL® Operational Support & Analysis.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
As from 2017 Business Training is a Training Organization accredited by PeopleCert.
- Staff involved in Operational Support & Analysis of IT Services.
- Individuals who have attained the ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications.
- Individuals who require a deep understanding of ITIL® in Operational Support & Analysis processes and how it may be used to enhance the quality of IT services.