ITIL® 2011 Intermediate Operational Support and Analysis eLearning

ITIL® 2011 Intermediate Operational Support and Analysis eLearning

This intensive interactive course immerses learners in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course uses an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.

Main Objectives:
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.


Course Details
Course Delivery Adobe Flash presentations that can be viewed and replayed as many times as necessary facilitated by certified ITIL® trainers who explain each of the topics and concepts of ITIL®
Delivery Method eLearning
Exam / Exercises Included Yes

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  • Product Code: ITSM-ITILI-02QS
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  • $450.00

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Tags: ITIL, Intermediate