Book your ITIL® Service Capability: Operational Support & Analysis Training Course
This five day course is being run 15 times between Monday 27th February 2012 and Monday 26th November 2012 in Wokingham, Manchester, London, Birmingham, Leeds,
Book this course with us today from as little as £1,550.00 + VAT and with our price guarantee you can be confident of getting great value. Our team of experienced independent booking administrators will make the joining process painless and by providing feedback on your experiences you’ll also influence the Coursebookers independent course ratings.
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Locations/dates for this course
| Date | Location | Rating | Price | ||
|---|---|---|---|---|---|
| Monday 27 February 2012 | Wokingham |  | £1,550.00+VAT | ||
| Monday 12 March 2012 | Manchester | | £1,550.00+VAT | ||
| Monday 12 March 2012 | London | | £1,550.00+VAT | ||
| Monday 26 March 2012 | Birmingham | | £1,550.00+VAT | ||
| Monday 30 April 2012 | Leeds | | £1,550.00+VAT | ||
| Monday 30 April 2012 | Wokingham | | £1,550.00+VAT | ||
| Monday 28 May 2012 | London | | £1,550.00+VAT | ||
| Monday 28 May 2012 | Birmingham | | £1,550.00+VAT | ||
| Monday 18 June 2012 | Wokingham | | £1,550.00+VAT | ||
| Monday 02 July 2012 | London | | £1,550.00+VAT | ||
| Monday 30 July 2012 | Manchester | | £1,550.00+VAT | ||
| Monday 03 September 2012 | Leeds | | £1,550.00+VAT | ||
| Monday 03 September 2012 | London | | £1,550.00+VAT | ||
| Monday 22 October 2012 | Wokingham | | £1,550.00+VAT | ||
| Monday 26 November 2012 | London | | £1,550.00+VAT |
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Download Course OutlineSummary:
The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes, the Service Desk, Technical Management, IT Operations Management and Application Management functions as integral parts of its overall businessfocussed Services Framework.
PreRequisites:
Delegates are required to hold the ITIL® V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.
Before taking the course, it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
Audience:
The course is suitable for individuals who require a deep understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision within an organisation. It offers a natural career development path for practitioner staff who already hold the ITIL® V3 Foundation Certificate or equivalent.
Objectives:
The purpose of Service Offerings & Agreement is to obtain knowledge on ITIL® terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®.
The course provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
The course prepare delegates for the ITIL® Capability examination in Service Offerings & Agreement.
- Service Management as a Practice and Service Operation Principals.
- Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis.
- 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.
- Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels.
- 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.
- 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.
- 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 Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management,
- Financial Management for IT services, and 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.
Description:
The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes, the Service Desk, Technical Management, IT Operations Management and Application Management.
Global Knowledge
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