ITIL V3 Capabilities - operational Support and Analysis

The Courses of the ITIL V3® – Intermediate Level – Capabilities Stream cluster the ITIL V3® topics into role based packages, each with a distinctive certification, which delivers credits for achievement of the ITIL V3® Expert Diploma.

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 of the course
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.

Content
1. Introduction to ITIL® Operational Support & Analysis
2. Processes (Event Management / Incident Management / Request Fulfillment / Access Management / Problem Management)
3. Organization (Service Desk / Technical Management / IT Operations Management / Application Management)
4. Technology Considerations
5. Challenges and Critical Success Factors

Pedagogical Method
 Theory and concepts illustrated by a trainer with sound expertise and experience in ITIL® Operational Support & Analysis.
 Group discussions with the purpose to match the relevant ITIL® Operational Support & Analysis issues to real life experience.
 Practical exercises to enhance the reinforcement of the learning objectives.

Centre de formations IT et de conseils à Bruxelles, Luxembourg et Paris