At the end of this course, the learner will gain competencies in:
- Understanding of the importance of Service Management as a Practice concept and Service Operation principles, purpose and objective
- The importance of ITIL Operational Support and Analysis while providing service
- How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
- What are the processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis processes
- How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
- Explain how to measure ITIL Operational Support and Analysis
- The importance of IT Security and its contributions to ITIL Operational Support and Analysis
- Understanding of technology and implementation considerations surrounding ITIL Operational Support and Analysis
- Challenges, Critical Success Factors and Risks associated to ITIL Operational Support and Analysis
Audience:
The Operational Support and Analysis Capability course will be of interest to:
- Individuals who have their ITIL Foundation Certificate who want to pursue the intermediate and advanced level ITIL Certifications.
- Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
- IT professionals involved in IT Service Management implementation and improvement programs.
- Typical roles include (but are not restricted to): IT professional, IT/business manager and IT/business process owner, and IT practitioner.
Prerequisites:
Candidates for this course must:
- Hold an ITIL Foundation Certificate
- Complete at least 12 hours of personal study - ideally, candidates should have read the pertinent areas of the ITIL publications and in particular the Service Operation publication
- There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
Course/Student Material:
Students receive a copy of the course syllabus, classroom presentation material, practice exam, case study, homework and assignments.
Credits:
Upon successful passing of the ITIL Operational Support and Analysis Capability exam, the student will be recognized with 4 credits in the ITIL Qualification Scheme.
Project Management Institute – Professional Development Units (PDUs) = 38
Course Organizational Logistics:
- Ideal Classroom suggested is a U-shaped seating arrangement
- Location tools include a whiteboard, flipchart and projector
- Open Enrollment Course runs 9:00am - 5:00pm local time each day
- The exam will be offered on the last day of class.
About the Examination:
- The exam is a closed book, eight (8) multiple choice questions.
- The pass score is 70%
- The exam lasts 90 minutes.
Ashford Global IT provides the following Success Guarantee:
In the event that a student does not successfully complete the ITIL certification exam, they may take the class and/or exam again at no cost. See details*
With Ashford Global IT’s Success Guarantee, combined with our competitive pricing, we feel sure we can meet and surpass your expectations for this class.