In this course participants learn about the principles, concepts, processes and best practices described in the ITIL® operational support and analysis syllabus. Operational support and analysis covers information from the ITIL service operation core volume. This course focuses on concepts, techniques and aspects that are important to managing operational services. This course covers the processes of event management, problem management, incident management, request fulfilment and access management. It also covers the functions of service desk, technical management, IT operations management and application management.
The course focuses on hands-on information about designing and implementing these processes and functions.
The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive operational support and analysis exam results.
Please note, this course and all of our accredited ITIL courses are only offered together with the respective exam.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.