Remotely assisted instructional learning (
Instructor-led training (
Onsite dedicated training (
Credits toward ITIL Expert
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 other processes interact with and enable their effectiveness. Organizing for Service Operation, roles, responsibilities, technology and their considerations are included.
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 Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management.
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:
Continual Service Improvement
Examination candidates should be aware that at least 12 hours of personal study are required
Upon successful completion of this course participants
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 CSME. This certificate is worth 4 credits in the ITIL Qualification Scheme.
On successful completion of this course, the student can claim 34 education units or PDUs that can be used to attain or maintain the PMI® PMP® credential.
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