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In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.
The main process and function focus areas of this course include:
The organizational functions focused on in this course include:
Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
After you complete this course you will be able to:
Module 1: Service Operation Practices
Module 2: Event Management Process
Module 3: Incident Management Process
Module 4: Problem Management Process
Module 5: Request Fulfillment Process
Module 6: Access Management Process
Module 7: Service Desk Function
Module 8: Common Operational Support and Analysis Functions
Module 9: Improving Operational Support and Analysis
Module 10: Technology and Implementation Considerations
Module 11: Exam Preparation/Mock Exam