T2870

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ITIL® Capability Operational Support & Analysis

På denna utbildning, som är en av ITILs capability-kurser, får du en djupare förståelse för den del av ITIL-ramverket som handlar om användarsupport. Utbildningen vänder sig framför allt till dig som arbetar aktivt med planering av Service Desk och de processer som Service Desk ansvarar för. Utbildningen erbjuder möjlighet att certifiera sig och erhålla certifikatet 'ITIL v3 Service Capability - Operational Support and Analysis.

The Capability courses are a good next step when a company wants to continue with improving the way they work and deliver IT Services. The delegates will get detailed knowledge of the best practice and specifically the parts of the lifecycle that covers operational support for IT Services. The course focuses on the processes and roles that are specific for support and analysis. The course is four days long and mixes theory with exercises.

Målgrupp

Den här kursen vänder sig framför allt till dig som arbetar aktivt med planering av Service Desk och de processer som Service Desk ansvarar för.

Förkunskaper

För att kunna delta på kursen krävs att du har ett ITIL Foundation-certifikat eller ett certifikat från uppgraderingskursen för ITIL Foundation. Du bör också ha erfarenhet av minst en av de aktuella processerna. Du rekommenderas också ha läst relevanta avsnitt av ITIL-litteraturen. Under kursen och inför certifieringen förväntas du lägga ner ca två arbetsdagar egen studietid i syfte att klara certifieringen.

Certifieringsförberedande

Kursen kan avslutas med en certifiering (extra avgift om 2500 kr ex. moms tillkommer). Bokning måste ske minst 2 veckor före själva tillfället. Möjlighet finns att boka in sig vid annat certifieringstillfälle.

Kursmaterial

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Objectives:

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

  • IT Service Management as a practice and the principles for Service Operation
  • The importance of Operational Support and Analysis when you deliver a service
  • Processes over the Lifecycle that specifically is about the ability to carry out operative support and analysis: Event Management, Incident Management, Request Fulfillment, Problem Management, and Access Management
  • Operative activities for processes described in other phases, such as: Change Management,

Configuration Management, Release and Deployment Management, Capacity Management,

Availability Management, Knowledge Management, Financial Management and IT Service Continuity Management

  • How you with the help of Operational Support and Analysis gain operative efficiency
  • Common activities according to Service Operation and support
  • Organization for Service Operation, and most of all the functions that should be in place: Service Desk, Technical Management,
    IT Operations Management and Application Management
  • Roles and responsibility within Service Operation and support
  • How you measure Operational Support and Analysis
  • What you need to consider in terms of implementation and technology
  • Challenges, success factors and risks with Service... Läs mer

Objectives:

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

  • IT Service Management as a practice and the principles for Service Operation
  • The importance of Operational Support and Analysis when you deliver a service
  • Processes over the Lifecycle that specifically is about the ability to carry out operative support and analysis: Event Management, Incident Management, Request Fulfillment, Problem Management, and Access Management
  • Operative activities for processes described in other phases, such as: Change Management,

Configuration Management, Release and Deployment Management, Capacity Management,

Availability Management, Knowledge Management, Financial Management and IT Service Continuity Management

  • How you with the help of Operational Support and Analysis gain operative efficiency
  • Common activities according to Service Operation and support
  • Organization for Service Operation, and most of all the functions that should be in place: Service Desk, Technical Management,
    IT Operations Management and Application Management
  • Roles and responsibility within Service Operation and support
  • How you measure Operational Support and Analysis
  • What you need to consider in terms of implementation and technology
  • Challenges, success factors and risks with Service Operation, and Operational Support and Analysis

After completed course a certification will take place to gain the certificate ITIL® Certificate in Operational Support and Analysis.

Course outline:

The course will cover, among other things, the following areas:

  • Introduction to Operational Support and Analysis
  • The processes in Operational Support and Analysis
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
  • Activities within Service Operation
  • Functions
    • Service Desk
    • Technical Management
    • IT Operations Management
    • Application Management
  • Roles and responsibility within Service Operation

Rekommenderad läsning
ITIL Core-boken: Service Operation (ingår ej)

Utbildningen levereras i samarbete med

Kurs-ID: T2870
Längd: 4 dagar
Pris exkl moms: 25 875 kr

Frågor om kursen!?

Har du frågor om kursens innehåll, leveransdatum/ort eller behöver en företagsanpassad variant? Fyll i formuläret nedan!


Kan betalas med:
TRAINING CARD

Ort och datum

Stockholm
19 dec – 22 dec
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