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 positions you to successfully complete the associated exam, which is offered on the last day of class at 3:00 pm for classroom students. Virtual students will receive a voucher for a webcam proctored exam which they can schedule at their convenience. Beginning on March 5th, 2018, students will receive their course materials through a link in their MyGK account. This is a BYOD course. Students can download their course materials and view them on a tablet/iPad or a PC/Mac.
The main process and function focus areas of this course include:
- Event management process
- Incident management process
- Request fulfillment process
- Problem management process
- Access management process
The organizational functions focused on in this course include:
- Service desk
- Technical management
- IT operations management
- Application management
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.
ITILÂ® is a registered trademark ofÂ AXELOS Limited, used under permission ofÂ AXELOS Limited. All rights reserved.
- ITIL Intermediate Qualification: Operational Support and Analysis Certificate