ITIL Operations, Support and Analysis Training

ITIL, the Information Technology Infrastructure Library, is the most widely accepted IT-process management framework in the world. It has been accepted as the de facto standard for managing IT organisations. ITIL describes the processes required for managing an IT infrastructure efficiently and effectively in order to guarantee the service levels agreed upon by the IT organisation and its customers.

This workshop builds on the general principles covered as part of the ITIL® V3 Foundation Certificate workshop and provides in-depth knowledge of the ITIL® OSA topics as specified in the ITIL® V3 Service Capability curriculum. There is an examination at the end of the workshop which consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes.

The pass mark is 65%. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

Workshop Objective 

This workshop is specifically designed for IT practitioners wanting to gain knowledge and accreditation in IT Service Management Best Practice. Participants will learn the essential concepts of ITIL and be equipped with the knowledge to confidently apply its underlying principles. They will also undertake the examination at the conclusion of the workshop.

Content Summary

Topics include:

• Event Management
• Incident Management
• Request Fulfilment
• Problem Management and Access Management processes
• The Service Desk
• Technical Management
• IT Operations Management, and
• Application Management functions. 

Who this course is for

This workshop has been designed for individuals who require an in-depth understanding of Operational Support and Analysis processes and how these may be used to enhance the quality of IT service provision within an organisation.

Other ITIL Courses

ITIL Executive Overview
ITIL® Foundation Certificate
ITIL Release, Control and Validation

Proven industry best practice such as ITIL provides knowledge about terminology, process structure, roles, functions and activities that will assist in improving user support practices and as a result, improvements in the stability of the IT infrastructure. This workshop provides participants with practical guidance around the design and implementation of integrated end-to-end processes and functions involved in preventing recurring faults within the IT infrastructure, whilst effectively responding to customer issues and requests, with reference to the Service Lifecycle approach as described in ITIL® V3.

Facilitators of this workshop will use a case study delivery approach to provide participants with a multi-faceted and challenging learning experience.

Benefits

Using the ITIL framework in an IT organisation provides the following benefits:

• Establishment of common terminology
• Consistency in the delivery of services
• Understanding of the business dependencies which influence IT service delivery
• A business understanding within the IT organisation