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This course immerses you in the practical aspects of the ITIL v3 Service Lifecycle & processes associated with the Operational Support & Analysis of services & service delivery. It focuses on the operational-level process activities & supporting methods


 
Course Outline
This course immerses you in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course uses an engaging case study-based approach to learning the core disciplines of ITIL best practices, and it positions you to successfully complete the associated exam. The exam will be offered on the last day of the course at 3:30 pm.

The main process and function focus areas of this course include: •     Event Management Process
•     Incident Management Process
•     Request Fulfillment Process
•     Problem Management Process
•     Access Management Process
•     Service Desk, Technical Management
•     IT Operations Management
•     Application Management

Please Note: The ITIL v3 Foundation certification is required to take the exam at the end of class. Proof of certification must be provided 20 days prior to the start of class.

What you’ll learn: •     Importance of Service Management as a practice concept and Operational Support and Analysis principals, purpose, and objective
•     The importance of ITIL Operational Support and Analysis while providing service
•     How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle Processes
•     Processes, 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 to measure ITIL Operational Support and Analysis
•     Importance of IT Security and its contributions to ITIL Operational Support and Analysis
•     Technology and implementation considerations surrounding ITIL Operational Support and Analysis challenges, critical success factors, and risks associated with ITIL Operational Support and Analysis
 
Who Needs to Attend: •     IT operations, technical, or IT management personnel requiring more information about ITIL best practices
•     Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Course Outline: •     Introduction and Service Management as a Practice
•     Event Management
•     Incident Management
•     Request Fulfillment
•     Problem Management
•     Access Management
•     Service Desk
•     Functions
•     Technology and Implementation Considerations
•     Exam Preparation/Mock Exam
•     Exam
Additional Details
Pre-Requisites

- ITIL v3 Foundation Certification required (proof of certification must be provided 20 days prior to the start of class) - Two to four years of relevant work experience - 12 additional hours of personal study prior to the exam - Required Reading References: Before attending this course, you should own and read the following ITIL v3 book. Please take this book to class as well: Service Operation (ISBN 10: 0113310463)

Certificates offered

Certification: ITIL Expert Qualification: Operational Support and Analysis Certificate Other Information: Professional Development Units (PDUs): 30 PDUs


Cancellation Policy
We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted.

Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.
Map & Reviews
Global Knowledge
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Reviews
 

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Here are some reviews of the training vendor.
- do we get a certifiacate for completing the courseÉ - although the instructor did give us excercises to do I would have liked a few more - almost like a test, so that I made sure I retained and understood what was taught. I`m a learn to do by doing person and like the instrutor lead courses so I can have someone there to explain in my terms how things work. I`ll have to really use the online excercises to make sure Ì am confident when I need to do something in Excel.
Reviewed by 2012
Should be time allocated for questions and answer
Reviewed by 2012
The instructor was excellent as was the hands-on learning approach. The only thing I took issue with was the fact that there were a lot of bilingual persons taking the course and they tended to ask questions in French, during this English class. The instructor was trying very hard to explain everything in both languages, but I felt that these students should have requested a French-speaking classroom setting if they wanted to speak French.
Reviewed by 2012
Very professional. Facility clean and comfortable.
Reviewed by 2012
For the cost of this course, a hard copy of the course handout should be provided as the classes follows the handout word for word.
Reviewed by 2012
The facilities at Global Knowledge were great. The Instructor was very knowlegable and made it easy to learn the material. It was a very good experience:)
Reviewed by 2012
Note: We had 2 different trainers during this 3 day course. Course: Terminology should reflect North America and be consistent with our business lingo.
Reviewed by 2012
Found the course very informative. I had little exposure to Sharepoint and learned a number of things I didn't know. Plan to take the next level of training
Reviewed by 2011
A charged mannul would be provided for students to make notes whereever they think instructions are important as reminders
Reviewed by 2011
The course is so expensive to be payed by oneself. In almost all the others participants their companies pay the fee.
Reviewed by 2011
No course books were provided for us to take.
Reviewed by 2011
Course was very detailed but more time would be helpful during workshops. An additional day would help lessen the course load.
Reviewed by 2011
should have discuss some case studies,,overall A+
Reviewed by 2011
Our instructor was very knowlegable and he provided excellent real life stories.
Reviewed by 2011
The course was very relevant. I was able to apply the knowledge I aquired in the course to my job on the very next day. The only complaint I have is with the temperature of the room. It was freezing! Students has to wear a jacket or sweater. We were told the temp gage was shared with another classroom that was quite warm so they had turned the temp very low causing our room to be very uncomfortable.
Reviewed by 2011
Given the cost of the course, the hardcopy of the manual should have been provided. It would have been useful to make notes alongside the material as we went along.
Reviewed by 2011
I am very disappointed with the handouts. I was told I could go online and download a copy of the manual, the problem is that I would like the printed copy of the manual. I chatted online with one of your technitian who was unable to help me. Then I was told someone would contact me by phone to help me. That never happened. When taking a training course, a person EXPECTS to leave the course with ALL the material.
Reviewed by 2011
Great course provider, keep it on your roaster
Reviewed by 2011
Course content and labs were very good, everything worked as expected.
Reviewed by 2011
I really enjoyed this course and was surpised how ell everything was run...enjoyed the instructer very much (Par) and would like to take an other course with him. I wish we could have taken the work book home with us though!!!
Reviewed by 2010

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates.

 

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