In this training candidates get competencies in:

Explaining the importance of the Operational Support & Analysis processes and functions in the context of the ITIL®v3 Service Lifecycle; Managing and analysis of the operational activities within the scope of Operational Support & Analysis Optimization of processes functions, methods and techniques within the scope of Operational Support & Analysis

The target group of the Operational Support and Analysis Certificate is:

Individuals who have attained the V3 ITIL® Foundation certificate in Service Management, or the V2 Foundation plus the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL® certifications Individuals who require a deep understanding of ITIL® Certificate in  Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organisation IT professionals that are working within an organisation that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management.

4 days (1 block, 4 days continuous, at the end of the training candidates have the option to take the exam) The exam will be in English.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

 - Service Management as a Practice

 - Service Operation Principals

 - Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis Specific emphasis on the Service Operation Lifecycle processes and roles included in:

o Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service to Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels.

o Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products

o Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented.

o Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users Operational activities of processes covered in other Lifecycle phases such as:

o Change Management

o Service Asset and Configuration Management

o Release and Deployment Management

o Capacity Management

o Availability Management

o Knowledge Management

o Financial Management for IT services, and

o IT Service Continuity Management

Common Service Operation activities related to Service Operation and Support Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management Service Operations and Support Service Operation roles and Responsibilities Technology and Implementation Considerations Challenges, Critical Success Factors and risks.

The necessary skills are interactively transferred through a mixture of presentations, discussions, actual situations and case based exercises. An active attitude is expected.

You will receive:

A training handout with all presentations, cases and exercises.

ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate).