Overview/Description
Within the context of ITIL®, service operation is sometimes referred to as the 'factory' of IT. It focuses on the daily activities and organizational infrastructure that are used to deliver services to the organization and the customer. The proper management of these activities and organizational infrastructure is the key to ensuring service operations functions and processes are delivered successfully. Service operations best practices also ensure adequate monitoring and controlling measures are in place and followed throughout the service lifecycle. This ultimately leads to strategic objectives being realized by the organization. This course provides an introduction to operational support and analysis. Specifically, the course covers the fundamentals of the ITIL® V3 service operation core area, and how the processes and functions of service operation work within and support the overall service lifecycle. This course also explains the concept of service, the importance of service management, and the benefits of managing service delivery across the organization. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus. ---------------------------------------------------- ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis certification, a high-profile and highly regarded IT business certification which is part of the ITIL® V3 Service Capability Stream
Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)