The v2 course ITIL Practitioner Support and Restore (UA575S) and ITIL v3 Operational Support and Analysis (HF428S) have significant overlap. This 4-hour virtual instructor-led course is intended for people who have taken ITIL Practitioner Support and Restore (v2) and would like to extend their knowledge of how IPSR content fits into the context of ITIL v3.
Key changes to support and restore processes from ITIL v2 to ITIL v3
How those processes fit into the overall IT Service Life Cycle
Benefits to you
Increased understanding of the overall structure of ITIL v3 and its potential contribution to more effective implementation of support and restore processes
Learn this material from an ITIL Expert certified instructor
Get answers to questions about how ITIL v3 impacts your ITIL v2 implementation
Course topics
Introduction to Service Management and the Service Lifecycle
Service Management, Services, Functions, Roles and Processes
The Service Life Cycle phase and each one’s contribution to business objectives o Service Utilities and Warranties
The ITSM Life Cycle
Creating a new service - working through the fives stages of the Service Lifecycle
Operational Support and Analysis Processes and Functions and how they differ from V2 IPSR
Processes
Event Management
Incident Management
Request fulfillment
Access Management
Problem Management
Functions
Service Desk
Technical Management
IT Operations Management
Applications Management
Monitoring and Control (Not a Function but a common activity)
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