ITIL® SERVICE CAPABILITY - OPERATIONAL SUPPORT AND ANALYSIS course

ITIL® SERVICE CAPABILITY - OPERATIONAL SUPPORT AND ANALYSIS

Course Overview:

In this course, learner will learn 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 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

Course Objectives:

Importance of service management as a practice concept and operational support and analysis principals, purpose, and objective
Importance of ITIL operational support and analysis while providing service
Processes in ITIL operational support and analysis interact with other service lifecycle processes
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
How to measure ITIL operational support and analysis
Importance of IT security and its contributions to ITIL operational support and analysis
Technology and implementation considerations surrounding ITIL operational support and analysis challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks
Course Pre-Requisite
Please speak and ask your National Account Manager about this course's Pre-Requisite before sign up.
Course Outline
Certification Exams
N/A
Next Steps
Speak with our National Account Managers for information.

Delivery Modalities:

  • Live Instructor-Led
  • Live Online Instructor-Led

Delivery Methods:

  • Individual Training
  • Group Training
  • Onsite-Private Training
  • Hybrid Training

Course Days: 5 Days

Course Schedules:

Call us for schedules Tel: 1-800-618-6778

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