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ITIL® Capabilities Stream - Operational Support & Analysis (exam included)

Introduction to ITIL® Operational Support & Analysis. Processes (Event Management / Incident Management / REquest Fulfillment / Access Management / Problem Management). ROles and Responsibilities (Service Desk / Technical Management / IT Operations Management / Application Management). Technology and Implementation Considerations...

This module covers the following subject areas:

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Access Management
  • Problem Management
  • Functions: Service Desk, Technical Management, IT Operations Management and Application Management

Objectives

To enhance candidates' capabilities to illustrate, explain and apply their knowledge of:

  • The importance of Service Management as a Practice.
  • The importance of ITIL® Operational Support & Analysis while providing Service.
  • How all processes in ITIL® Operational Support & Analysis interact with other Service Lifecycle processes.
  • The processes, activities, methods and functions used in each of the ITIL® Operational Support & Analysis processes.
  • How to use the ITIL® Operational Support & Analysis processes, activities and functions to achieve operational excellence.
  • How to measure ITIL® Operational Support & Analysis.
  • Understanding of technology and implementation considerations surrounding ITIL® Operational Support & Analysis.
  • Challenges, Critical Success Factors and Risks associated to ITIL® Operational Support & Analysis.

ITIL® is a registered trade mark of AXELOS Limited / The Swirl logo™ is a trade mark of AXELOS Limited.

  • Staff involved in Operational Support & Analysis of IT Services.
  • Individuals who have attained the ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications.
  • Individuals who require a deep understanding of ITIL® in Operational Support & Analysis processes and how it may be used to enhance the quality of IT services.