Cloud Computing and Other Training / ITIL Training
ITIL Operational Support and Analysis
This ITIL Operational Support and Analysis training teaches attendees the processes and roles within ITIL IT Service Management. Students gain a balanced knowledge of ITIL® practices. This course prepares students for the exam leading to a Certificate in ITIL Service Capability Management – Operational Support and Analysis.
Note: An exam voucher for each student is included in the price of the training.
Location and Pricing
Most Accelebrate courses are delivered as private, customized, on-site training at our clients' locations worldwide for groups of 3 or more attendees and are custom tailored to their specific needs. Please visit our client list to see organizations for whom we have delivered private in-house training. These courses can also be delivered as live, private online classes for groups that are geographically dispersed or wish to save on the instructor's or students' travel expenses. To receive a customized proposal and price quote for private training at your site or online, please contact us.
ITIL Training Objectives
All students learn how to:
ITIL Training Outline
Introduction to Operational Support & Analysis
Principles of OSA
Service Operation Processes
Request Fulfillment Introduction
Access Management Introduction
Operational Activities of Other Lifecycle Processes
OSA Common Activities
OSA's Common Activities
Service Operation Functions
Service Desk Function
Technical Management Function
IT Operations Management
Application Management Function
Organize & Implement
Roles & Responsibilities
Organize & Implement
No prior experience is presumed. This ITIL course will be of interest to candidates who wish to be certified in a deep level understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum, however, the primary focus is the process activities, execution and use throughout the Service Lifecycle.
All students receive comprehensive courseware.
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Software needed for each student PC:
This is an interactive seminar that does not require computers. The room should be configured to support pencil and paper exercises in groups of 3-4 participants.
For classes delivered online, all participants need either dual monitors or a separate device logged into the online session so that they can do their work on one screen and watch the instructor on the other. A separate computer connected to a projector or large screen TV would be another way for students to see the instructor's screen simultaneously with working on their own.