ITIL V3 Operational Support & Analysis

Course number HF428S
Length 5 days
Credits toward ITIL Expert 4

Exam

This course includes a 90-minute multiple-choice exam.

Course overview

This course provides in-depth coverage of the ITIL V3 areas of Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management.

NOTE: Students must be able to provide proof of ITIL V3 Foundation certification or ITIL V2 Practitioner certification in order to take the exam offered as part of this course.

Prerequisites

  • Success on the ITIL V3 Foundation exam (HF421S) or ITIL V3 Foundation Bridging exam (HE785S)

Audience

  • Managers, operational staff, and others requiring deep knowledge of or involved in Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management

Next steps

  • Other ITIL V3 Capability and Life Cycle courses

Course outline

  • A Brief Refresher on IT Service Management
  • Service Operation Summary
  • Service Operation Processes
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
  • Common Service Operation Activities
  • Service Operation Functions
    • Service Desk
    • Technical Management
    • IT Operations Management
    • Applications Management
  • Service Operation Roles and Responsibilities
  • Service Operation Organization Structures
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors, and Risks
  • Summary and Exam Preparation

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