Overview/Description
When you hear the term 'manage', you might typically think in terms of people management – the staff and human resources of an organization that perform the work of the business. However, much more than just people are managed in a successful IT organization. The tools, systems, and networks they use, and the processes and tasks they perform must also be managed. Management of the technical assets and architecture, and management of how those assets and architecture are used, maintained, supported, and delivered are essential to a complete and efficient IT organization. This course covers the Technical Management function, including its role, objectives, and activities. The course also covers the role and objectives of the IT Operations Management function, and the documentation created and used in this function such as Standard Operating Procedures, Operations Logs, Shift Schedules and Reports, and Operations Schedules. 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)