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 The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes, the Service Desk, Technical Management, IT Operations Management and Application Management functions as integral parts of its overall business-focussed Services Framework.

Objectives

• 1. To obtain knowledge of ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.
• 2. To provide delegates with practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines.
• 3. To prepare delegates for the ITIL® Capability examination in Operational Support & Analysis.

Who should attend?

The course is suitable for individuals who require a deep understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision. It offers a natural career development path for practitioner staff who already hold the ISEB/EXIN ITIL® V3 Foundation Certificate.

Delegates will find it helpful if they have at least two years experience in IT service management before taking the course.

It is a prerequisite that delegates hold the ITIL® V3 Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Professional Qualifications

The course forms part of the ITIL® Intermediate qualification programme.

The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 65% or more.

Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

Topics covered :

• Service Management as a Practice and Service Operation Principals.
• Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis.
• Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service.
• Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels.
• Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products.
• Problem Management which prevents problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
• Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users.
• Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management,
• Financial Management for IT services, and IT Service Continuity Management.
• Common Service Operation activities related to Service Operation and Support.
• Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management.
• Service Operations and Support Service Operation roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks.