Operational Support and Analysis (ITIL V3)

Više o ustanovi
Lokacije
Hewlett Packard
This course provides in-depth coverage of the ITIL V3 areas of Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management.

Course number HF428S

Delivery method
Remotely assisted instructional learning (RAIL)
Instructor-led training (ILT)
Onsite dedicated training (OST)

Special notes
This course includes a 90-minute multiple-choice exam.

For RAIL (live online instructor-led) sessions: The course will be in session on all five days (8:30am-4:00pm Central Time). This schedule allows you some extra office or study time at the end of each day. After completing the course, you will take the exam through CSME. Upon registering, you will receive specific instructions on how t- arrange for your exam. HP strongly recommends you schedule your exam for within a few days of completing the course.

For face-to-face instructor-led sessions: The exam will be administered from 1:30pm - 3:00pm on the afternoon of the last day. Students should arrange their return travel accordingly.

NOTE: Students must be able t- provide proof of ITIL V3 Foundation certification or ITIL V2 Practitioner certification in order t- take the exam offered as part of this course.

Prerequisites
Success on the ITIL V3 Foundation exam (HF421S) or ITIL V3 Foundation Bridging exam (HE785S)

Audience
Managers, operational staff, and others requiring deep knowledge of or involved in Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management

Next steps
Other ITIL V3 Capability and Life Cycle courses

Course outline

  • A Brief Refresher on IT Service Management
  • Service Operation Summary
  • Service Operation Processes
    - Event Management
    - Incident Management
    - Request Fulfillment
    - Problem Management
    - Access Management
  • Common Service Operation Activities
  • Service Operation Functions
    - Service Desk
    - Technical Management
    - IT Operations Management
    - Applications Management
  • Service Operation Roles and Responsibilities
  • Service Operation Organization Structures
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors, and Risks
  • Summary and Exam Preparation
Certifikati:
  • Upis u radnu knjižicu: ne
  • Certifikat: ne
  • Uvjerenje: ne
  • In-house: ne
  • Svjedodžba: ne
  • Diploma: ne
 
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