ITIL® Operational Support and Analysis
LICZBA DNI: 5 (40h)
KOD KURSU: HF428S
Dostosowany program O szkoleniu
DLA KOGO?
IT Professionals, business managers, business process owners
Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program
Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite
WYMAGANIA
Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
2 to 4 years professional experience working in IT service management is highly desirable
Complete at least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
Complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Operation core guidance in preparation for the examination
Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication
ZALETY
IDC MarketScape leader 5 years running for IT education and training
Recognized by IDC for leading with global coverage, unmatched technical expertise, and targeted education consulting services
Key partnerships with industry leaders OpenStack®, VMware®, Linux®, Microsoft®, ITIL, PMI, CSA, and SUSE
Complete continuum of training delivery options—self-paced eLearning, custom education consulting, traditional classroom, video on-demand instruction, live virtual instructor-led with hands-on lab, dedicated onsite training
Simplified purchase option with HPE Training Credits
Cele szkolenia
The value to the business of OSA activities
How OSA activities support the service lifecycle
Optimizing service operation performance
How the processes in OSA interact with other service lifecycle processes
How to use the OSA processes, activities and functions to achieve operational excellence
How to measure OSA
The importance of IT security and its contributions to OSA
Understanding the technology and implementation considerations surrounding OSA
The challenges, critical success factors (CSFs) and risks associated with OSA
Specific emphasis on the service operation lifecycle processes and roles included in event management, incident management, request fulfillment, problem management, access management
Operational activities of processes covered in other lifecycle stages such as: change management, service asset and configuration management, release and deployment management, capacity management, availability management, knowledge management, financial management for IT services, IT service continuity management
Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management
