Versión para impresora

Código: ITL9333

Descripción

Este curso de cinco días introduce al alumno en los aspectos prácticos del ciclo de vida del Servicio  ITIL v3  y los procesos asociados con el soporte operacional y la entrega de servicios.

El foco principal de este curso está en los procesos de nivel operacional  y la metodología para ejecutar estos procesos en un entorno práctico.  Estas prácticas habilitan a los poseedores del titulo para llevar a cabo prácticas de acuerdo al ciclo de vida del servicio.

A quién va dirigido

The Operational Support and Analysis Capability course will be of interest to:

• Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
• Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
• IT professionals involved in IT Service Management implementation and improvement programs.
• A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

Prerequisitos

Candidates for this course must:

• Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
• There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
• It is also strongly recommended that candidates: o Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment o Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
• It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification.

Objetivos

At the end of this course, the learner will gain competencies in:

•   Understanding Service Management as a Practice, Service Operation principles, purpose and objective
• Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
• The activities, methods and functions used in each of the Operational Support and Analysis processes
•  The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
•  How to measure Operational Support and Analysis performance
•  The importance of IT Security and how it supports Operational Support and Analysis
•  Understanding technology and implementation requirements in support of Operational Support and Analysis
• The challenges, critical success factors and risks related with Operational Support and Analysis

Contenido:

1.Introduction & SM as a practice

2.Event Management

3.Incident Management

4.Request Fulfillment

5.Problem Management

6.Access Management

7.Service Desk

8.Functions

9.Technology and Implementation Considerations

10.Exam Preparation/ Mock Exam

11.Exam