ITIL® Operational Support and Analysis (2011 Edition)
Overview/Description Expected Duration Course Number Overview/Description
Well-designed and implemented processes have little value if their day-to-day operations are not conducted, controlled and managed properly. Also, service improvements will not happen if day-to-day activities to monitor performance assess metrics and gather data are not conducted during Service Operation. Service Operation is mainly used to coordinate and perform activities and processes needed to deliver and manage services to business users and customers. In addition, it is responsible for managing technology used to deliver and support services. In this course, you will gain competency in Service management and Service Operation Principals. This course is meant for, but is not limited to, IT professionals, business managers and business process owners.The target group of the Operational Support and Analysis certificate is individuals who have attained the ITIL v3 Foundation certificate in IT Service Management, or the ITIL v3 Foundation or the ITIL v2 to v3 Foundation Bridge certificate and who wish to advance to higher level ITIL certification, individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization, IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program, and operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.