Remotely assisted instructional learning (
RAIL)
Instructor-led training (
ILT)
Onsite dedicated training (
OST)
Price
USD $2,900
CAD $3,190
Credits toward ITIL Expert
4
Course overview
This 5 day course focuses the spotlight on the
Service Operation principles and the Event
Management, Incident Management, Problem
Management, Access Management and Request
Fulfillment processes. In support of the main
processes the course details how eight additional
processes interact with and enable their
effectiveness. Organizing for Service Operation,
roles, responsibilities, technology and their
considerations are included.
Audience
IT professionals who require a deep understanding of
Operational Support and Analysis processes and how
they may be used to enhance the quality of IT service
support within an organization.
Operational staff involved in the activities of the
following processes and/or functions: Event
Management, Incident Management, Request Fulfilment,
Problem Management, Access Management, Service
Desk, Technical Management, IT Operations
Management and Application Management.
Prerequisites
Demonstrate between 2 and 4 years of professional
experience in the ITSM market place.
Hold one or more of the following certificates:
ITIL Foundation in IT Service Management for more
than one year (ITIL Version 3 Foundation
Certificate, or ITIL Version 2 Foundation Certificate
plus the ITIL V3 Foundation Bridge Certificate)
ITIL Service Desk, Incident and Problem
Management Practitioner
ITIL Incident Management Practitioner
ITIL Problem Management Practitioner
It is assumed that participants will have read the
following ITIL Service Management Practices core
lifecycle publications:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Examination candidates should be aware that at least
12 hours of personal study are required
Course objective
Upon successful completion of this course participants
will understand:
The importance of the concept of Service
Management as a Practice
The activities, methods and functions used in each
of the ITIL Operational Support and Analysis
processes
How to use the ITIL Operational Support and
Analysis processes, activities and functions to
achieve operational excellence
How the ITIL Operational Support and Analysis
processes interact with other Lifecycle processes
How to measure the ITIL Operational Support and
Analysis processes and functions
The involvement of Information Management in the
ITIL Operational Support and Analysis processes
The technology and implementation
considerations, as well as the challenges, critical
success factors and risks surrounding ITIL Operational Support and Analysis
Participants will also gain the knowledge necessary to
prepare for the "ITIL Certificate in Operational Support
and Analysis" examination from EXIN, ISEB or APM
Group. This certificate is worth 4 credits in the ITIL
Version 3 Qualification Scheme.
Benefits to you
Gain a deep understanding of the operational
support processes and how to improve them in
your organization
Move towards more proactive ways of providing
support
Understand the different ways in which process
activities can be organized
Understand how the Service Operation functions
can contribute to improved operational support
Why education services from HP?
Customized on-site delivery
More than 80 training locations worldwide
Comprehensive student materials
Experienced and best-in-the-field HP instructors
Hands-on practice
Online instructor-led and self-paced training at
http://itresourcecenter.hp.com
Focus on job-specific skills
State-of-the-art classroom facilities
Next steps
Other modular courses covering ITSM Lifecycle stream
or Capability stream leading to the ITIL Expert
Qualification
Detailed course outline
A Brief Refresher on IT Service Management
Service Operation summary
Service Lifecycle governance and operational
elements
Business Value
Service Operation Processes and Functions
Processes
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Common Service Operation Activities
Functions
Service Desk
Technical Management
IT Operations Management
Application Management
Organization Structures
SO organized by technical specialization
SO organized to be managed by processes
Hybrid and combined SO organization
structures
Technology Considerations
Generic requirements
Service Desk
Tool selection
Implementation Considerations
Managing Change in Service Operation
Measurement of successful change
Service Operation and Project Management
Assessing and managing risk in Service
Operation
Planning and implementing Service
Management technologies
Challenges, Critical Success Factors and Risks
HF428 B.00
ITIL® is Registered Trademark of the Office of Government Commerce in the United Kingdom
and other countries
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