Overview/Description
What would you think if you called your Internet provider to get a new password, and they told you it was going to be a week before they could resolve your request? Or even worse, imagine them not being able to do it at all because of poor planning. Efficient request fulfillment is critical to keeping your customers happy. And in order to perform well, you need a clear definition of the types of requests that can flow through request fulfillment processes, and well-planned procedures for addressing the requests. You also need to be able to foresee possible risks, so you can implement preventative measures. This course covers the components of request fulfillment, including triggers, interfaces, and necessary information for adequately addressing common requests. The course also explores the different metrics that can be used for properly assessing the performance of your organization's request fulfillment processes. Finally, challenges and risks are covered, along with critical success factors that, if implemented in your processes, can lead to successful request fulfillment in your 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)