COURSE OVERVIEW
This official ITIL® capability certification course enables you to master the key ITIL processes needed to create a stable IT infrastructure that business can rely on. It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL concepts, organizational structures, roles, functions and process activities related to the following processes:
- Incident Management
- Problem Management
- Request Fulfillment
- Event Management
- Access Management
WHAT YOU WILL LEARN
- How OSA processes and functions bring value to the business in supporting the service lifecycle
- In-depth review of the key processes, and their associated activities, functions, roles, responsibilities, challenges, risks and critical success factors:
- Incident Management: Focuses on restoring services back to normal operations as soon as possible, according to agreed service levels
- Problem Management: Focuses on the prevention of Problems and the elimination of recurring Incidents
- Request Fulfillment Manages the fulfillment of requests for services, with a goal of providing quick and effective access to standard services which business staff can use to improve their productivit
- Event Management: Focuses on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
- Access Management: Grants authorized users the right to use a service, while preventing access to non-authorized users
- In-depth review of these critical related functions:
- IT Operations Management
- Technical Management
- Application Management
- Service Desk
- The impact operational support and analysis has on operational activities and other processes such as Change, Configuration, Release & Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity Management
- Technology and implementation considerations
TAKE-AWAYS
- Deliver maximum value to your organization by mastering key ITIL processes that enable you to minimize downtime – keeping staff productive and the business running as smoothly and efficiently as possible
- Create an enterprise IT priority model covering Incidents, Problems and Changes in support of customer Service Level Agreements
- Effectively identify and eliminate Incidents from your production environment
- Increase availability and improve operational stability by reducing mean time to restore up to 80% for Major Incidents
- Reduce the cost of handling Incidents through streamlined escalation policies and procedures
- Improve the effectiveness of the Service Desk by clearly defining roles and responsibilities for the Service Desk personnel and other support roles
- Improve user satisfaction and reduce cost by streamlining the provisioning processes of Request Fulfillment
COURSE & INSTRUCTOR ACCREDITATION
Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN), the Information Systems Examination Board (ISEB), and Loyalist Certification Services (LCS).
Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of experience implementing ITIL processes in a variety of organizations worldwide.
WHO SHOULD ATTEND & PREREQUISITES
- Individuals who have attained the ITIL Foundations Certificate in IT Service Management and who wish to advance to higher level ITIL certifications
- Individuals involved in the OSA processes and functions identified above, and who require a deep understanding of how they may be used to enhance the quality of IT service support within an organization
- IT professionals working within an organization that has adopted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program
You must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.
EXAM, CERTIFICATIONS & AWARDS
- This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Operational Support & Analysis. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate
- 4 ITIL credits
- You will attain 32 professional development units (PDUs) for Project Managers
- You will attain 3.2 Continuing Education Units
- You will attain 38 Continuing Professional Education credits
CLASS SIZE
Maximum class size is 18 students per instructor.
Important note: Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 12 hours of personal study by reviewing the Operational Support & Analysis syllabus, as well as the Service Design, Service Operation, Service Transition, and Continual Service Improvement publications, in preparation for the examination.
FEE FOR ONSITE TRAINING
To inquire about fees for bringing this course to your location, call us at 1-888-273-PINK. For terms and conditions related to onsite location deliveries, call our Customer Service Center.
FEES FOR PUBLIC COURSES
CAD $3,595
USD $3,295
View terms and conditions related to public courses.