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Course Length: 5 days.
Includes a 90 minute closed-book multiple-choice examination.
Overview
This course provides students with an introduction to the Service Lifecycle as a whole, and focuses on the processes and roles from within the ITIL® guidance on Operational Support and Analysis that offers students a balanced knowledge of ITIL® practices that have direct interaction and dependencies in their daily use. This course is designed as a free-standing qualification which is intended to enable students to apply the practices and carry out the activities during the Service Management Lifecycle. Students will be provided with practical and hands-on learning experiences using a scenario-based approach.
Audience
This course is intended for those individuals who require a deeper understanding of Operation, Control and Analysis processes, and how they can be used to enhance the quality of IT services within their organisation. It is also appropriate for IT Professional working in an organisation which has adopted ITIL and need to be informed so they can contribute to service improvement initiatives. Finally, this course is also suitable for Operational staff working within service desk, technical and applications support and operations, including service operation and facilities management, and who wish to enhance their role-based capabilities.
Outline - Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
Prerequisites
Students participating in this course must hold the ITIL® version 3 Foundation certificate, or version 2 Foundation plus version 3 Foundation Bridge certificate, and have at least 2 years of professional experience working in IT Service Management. It is also recommended that students read the Service Operation books and familiarise themselves with the other core publications in advance.
EXCOM Educations IT Service Management courses and examinations are delivered through partnership with Contactability and Solisma, which are an ITIL® Accredited Training Provider (ATP) and EXIN Authorised Examination Center (AEC). ITIL® is a Registered Trade Mark of the Office of Government Commerce and is used here by Contactability under license from and with the permission of OGC.
This course will be available subject to final accreditation of the courseware and instructor by the Office of Government Commerce.
ITIL® is a Registered Community Trade Mark of the Office of Government Commerce.
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ITIL Capability Courses 
