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It focuses on the daily activities and organizational infrastructure that are used to deliver services to the organization and the customer.
The proper management of these activities and organizational infrastructure is the key to ensuring service operations functions and processes are delivered successfully.
Service operations best practices also ensure adequate monitoring and controlling measures are in place and followed throughout the service lifecycle.
This ultimately leads to strategic objectives being realized by the organization.
This course provides an introduction to operational support and analysis.
Specifically, the course covers the fundamentals of the ITIL® V3 service operation core area, and how the processes and functions of service operation work within and support the overall service lifecycle.
This course also explains the concept of service, the importance of service management, and the benefits of managing service delivery across the organization.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
| Qualification: | ITIL V3 Intermediate | Student support: | 24x7 Mentor support |
| Study time: | Full time: 15 to 22 days Part time: 2 to 4 months |
Prerequisites: | ITIL V3 Foundation |
| Enrolment dates: | Enrol anytime – start now | Assessment: Via external provider |
ITIL V3 Intermediate exam |
| Delivered by: | Skillsoft | Resources required: | Internet / email |
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Introduction to Operational Support and Analysis
Introduction to Event Management
Introduction to Incident Management
Incident Management Interactions
Introduction to Request Fulfilment
Request Fulfilment Process Interfaces and Challenges
Introduction to Problem Management
Problem Management
Process Interfaces and Challenges
Introduction to Access Management
Introduction to the Service Desk
Service Desk Metrics and Outsourcing
Introduction to Functions
Function Activities
Technology and Implementation Considerations
The Learning People, The Agora, Second Floor, Ellen Street, Brighton & Hove, BN3 3LN
Telephone: +44 1273 907 919