Additional Information

Additional Information

Account Navigation

Account Navigation

Currency - All prices are in AUD

Currency - All prices are in AUD
 Loading... Please wait...
Solartech

ITIL v3 Operational Support and Analysis Capability

$3,417.00

ITIL v3 Operational Support and Analysis Capability

$3,417.00
Quantity:
Share

Product Description

This 3 day training course from Solartech immerses learners in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL knowledge with respect to Operational Support and Analysis, and to apply this knowledge in real life. Learners can complete e-learning modules on their own time to build their knowledge and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in practice.

ITIL Training


Audience Profile

  • The Operational Support and Analysis Capability course will be of interest to:

  • Individuals who have their ITIL v3 Foundation certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) and want to purse 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 their use in enhancing the quality of IT service support within an organization. For example, operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management.

  • IT professionals involved in IT Service Management implementation and improvement programs.

  • Typical roles, including (but not restricted to) IT professionals, IT/business managers, IT/business process owners, and IT practitioners.

At Course Completion

  • Understanding Service Management as a practice and the principles, purposes and objectives of Service Operation.

  • Knowing the important role of Operational Support and Analysis in service provision and understanding how the in-scope processes interact with other Service Lifecycle processes.

  • Comprehending the activities, methods, and functions used in each of the Operational Support and Analysis processes.

  • Knowing how to apply Operational Support and Analysis processes, activities, and functions to achieve operational excellence.

  • Measuring Operational Support and Analysis performance.

  • Understanding the importance of IT security and how it supports Operational Support and Analysis.

  • Understanding technology and implementation requirements in support of Operational Support and Analysis.

  • Comprehending the challenges, Critical Success Factors, and risks related to Operational Support and Analysis.

Prerequisites

  • Hold an ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate.

  • There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.

  • It is also strongly recommended that candidates:

    • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management in their own business environment

    • Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes:

      • Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management

      • It is recommended that learners should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management practice core guidance, particularly the Service Lifecycle publication, in preparation for the examination.

Course Learner Material

  • Learners receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments.

  • Learners receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader, allowing students to read it as an e-book.

  • Learners receive a login and password for the e-learning modules a few weeks before the (virtual) classroom course starts. The e-learning materials are available for 2 years after completion of the course.

About the Examination

  • Evidence of ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate and completion of the Operational Support and Analysis Capability course from an Accredited Training Provider are required to sit for the exam.

  • The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.

  • The exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first are allowed a maximum of 120 minutes and the use of a dictionary).

  • Each question has 4 possible answer options; one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.

  • The pass score is 28/40 or 70%.

Credits

  • On successful passing the ITIL v3 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) = 30

Agenda

E-Learning

(Virtual) Classroom

E-Learning

 

Day 1

Day 2

Day 3

 

6 hours of self-paced, instructor-supported e-learning

1. Introduction

4. Incident Management

9. Functions

4 hours of self-paced, instructor-supported e-learning

 

2. Service Management

5. Request Fulfilment Management

10. Technology and Implementation Considerations

 
 

3. Event Management

     
 

Lunch

 
 

3. Event Management

6. Problem Management

   
 

4. Incident Management

7. Access Management

   
   

8. Service Desk

   
 

Homework

 

 




Product Reviews

Find Similar Products by Category