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Formulaire de renseignements

Martine Simonis
Chargée relations entreprises
T : 04 382 45 18 | Mail

Elisabeth D'Eleuterio
T : 04 382 44 46 | Mail

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> Formations  Informatique / Management Informatique / Méthodes

ITIL® Intermediate Operational Support and Analysis

Type de formation :  | Participants : 10  | Durée : 4 jours

> Objectifs

Following completion of this unit, the candidate will know:

  • The importance of Service Management as a Practice concept and Service Operation Principles, purpose and objectives
  • The importance of ITIL Operational Support and Analysis while providing service
  • How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
  • The processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis processes
  • How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure ITIL Operational Support and Analysis
  • The importance of IT Security and its contributions to ITIL Operational Support and Analysis
  • Understanding the technology and implementation considerations surrounding ITIL Operational Support and Analysis
  • The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis ITIL

> Public

IT professionals, business managers and process owners

> Prérequis

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. It is also strongly recommended that candidates:

  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management disciplines:
    • Event Management Process
    • Incident Management Process
    • Request Fulfilment Process
    • Problem Management Process
    • Access Management Process
    • Service Desk
    • Technical Management
    • IT Operations Management
    • Application Management

It is recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification, in particular, the Service Operation publication.

> Programme

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Service Management as a Practice
  • Service Operation Principals
  • The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
  • Specific emphasis on the Service Operation Lifecycle processes and roles included in:
  • Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
  • Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
  • Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
  • Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
  • Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
  • Operational activities of processes covered in other Lifecycle phases such as:
    • Change Management
    • Service Asset and Configuration Management
    • Release and Deployment Management
    • Capacity Management
    • Availability Management
    • Knowledge Management
    • Financial Management for IT Services, and
    • IT Service Continuity Management
  • Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management
  • Service Operations and Support Service Operation roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and risks

The exam is organized 2 weeks after the training. It is a multiple choice, scenario-based closed book, examination needing 28/40 or (70%) to pass.

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