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.
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.
- 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.