ITIL Service Capability: Operational Support and Analysis
Gain practical experience planning and executing processes within ITIL operational support and analysis.
In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last 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 exam at the end of class. Proof of certification must be provided no later than the first day of class.
ITIL Intermediate Qualification: Operational Support and Analysis Certificate
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