This capability module puts service operation theory into practice.
Introduction
The intermediate level ITIL® v3 (version 3) Service Capability Module Operational Support & Analysis offers candidates the ability to obtain role based hands-on experience in a specific cluster of processes according to ITIL® v3. This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification
based on ITIL® v3. Each module of the capabilities series covers a specific cluster of ITIL® v3 processes tailored to relevant roles.
Introduction
The intermediate level ITIL® v3 (version 3) Service Capability Module Operational Support & Analysis offers candidates the ability to obtain role based hands-on experience in a specific cluster of processes according to ITIL® v3. This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification
based on ITIL® v3. Each module of the capabilities series covers a specific cluster of ITIL® v3 processes tailored to relevant roles.
Course Approach
During this 5-day instructor-led course, participants will obtain knowledge and hands-on experience in Operational Support & Analysis. A mixed balance of practical assignments and lecturing reinforce knowledge and boost capabilities on the subject. Interactive lessons and lectures prepare participants for the optional exam: ITIL® v3 Capability Module Operational Support & Analysis.
Main Objectives
Candidates can expect to gain competencies in the following upon successful completion of the course:
· Service management as a practice and service operation principals.
· The following processes across the service lifecycle pertaining to the capability of Operational Support
and Analysis: Event Management, Incident Management, Request Fulfilment, Problem Management
and Access Management.
· Relevant operational activities of processes covered in other lifecycle phases.
· Common service operation activities related to Operational Support & Analysis.
· Organizing for service operation which describe functions to be performed within Operational
Support and Analysis such as service desk, technical management, IT operations management and
application management.
· Operational Support and Analysis roles and responsibilities.
· Technology and implementation considerations.
· Challenges, critical success factors and risks.
Target Audience
The course, ITIL® v3 Capability Module Operational Support & Analysis, is targeted towards existing holders of the ITIL® v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in operational support & analysis. Candidates who wish to certify for ITIL® v3 at
intermediate or advanced levels can earn 4 credits by passing the optional exam.
Duration
The ITIL® v3 Capability Module Operational Support & Analysis is a 5-day course that includes the
optional 90 minute multiple choice exam.
Prerequisites
An ITIL® v3 Foundation certificate and preferably about two years work experience in an IT service
management environment.
Number of Participants
The maximum group size for this course is 16 participants.
Certification
This course prepares the participant for the official ITIL® v3 Capability Module Operational Support and
Analysis exam (optional). Participants who wish to take the exam are prepared through a practice exam
and instructor feedback. The exam is a complex multiple choice, multipart, scenario based test for which 90 minutes is allowed to complete it. Students who pass the exam will receive the ITIL® v3 Capability Module Operational Support and Analysis certificate in IT Service Management.
