ITIL V3 Operational Support and Analysis, Kurs

Toto školení je zaměřeno na zásady provozu služeb a řízení událostí, řízení problémů, řízení přístupu a plnění požadavků. Vedle hlavního procesu se školení podrobně zabývá osmi vedlejšími podpůrnými procesy, jejich interakcí a zajištěním jejich účinnosti. Školení se zabývá také organizací provozu služeb, úlohami, odpovědností, technologiemi a jejich významem.

Součástí školení je formální přezkoušení (komplexní přezkoušení bez možnosti použití učebnic formou multiple-choice s osmi otázkami, na které je třeba odpovědět v čase 90 minut; pro úspěšné vykonání zkoušky musí studenti dosáhnout 70% správnosti odpovědí). Cena zkoušky není zahrnuta v ceně kurzu. Zkouška se koná pátý den školení.

Při úspěšném absolvování tohoto školení má účastník nárok na zisk 34 bodů PDU pro ziskání či udržení certifikace podle PMI® stupně PMP®. Školení vedená v anglickém jazyce podléhají 20% příplatku k uvedené ceně. / Courses held in English have 20% extra fee to the above price.

This course focuses the spotlight on the Service Operation principles and the Event Management, Incident Management, Problem Management, Access Management and Request Fulfillment processes. In support of the main processes the course details how eight additional processes interact with and enable their effectiveness. Organizing for Service Operation, roles, responsibilities, technology and their considerations are included.

This course contains formal examination (closed book complex graded multiple-choice examination with 8 questions to be answered in 90 minutes; students must get 70% correct in order to pass). Price of exam is included in the price of the course. Exam is organized at 5th day of the course.

Při neúspěšném složení zkoušky lze zkoušku opakovat při následujícím termínu konání kurzu. Cena samostatné zkoušky je 4 305 Kč / 4 JTP. When you do not pass the exam, it is possible to repeat it in the next course term. The price of the exam itself is 4 305 CZK / 4 JTP.

On successful completion of this course, the student can claim 34 education units or PDUs that can be used to attain or maintain the PMI® PMP® credential.

• IT professionals who require a deep understanding of Operational Support and Analysis processes and how they may be used to enhance the quality of IT service support within an organization
• Operational staff involved in the activities of the following processes and/or functions: Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management

Upon successful completion of this course participants will understand:

• The importance of the concept of Service Management as a Practice.
• The 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 the ITIL Operational Support and Analysis processes interact with other Lifecycle processes.
• How to measure the ITIL Operational Support and Analysis processes and functions.
• The involvement of Information Management in the ITIL Operational Support and Analysis processes.
• The technology and implementation considerations, as well as the challenges, critical success factors and risks surrounding ITIL Operational Support and Analysis.

Participants will also gain the knowledge necessary to prepare for the “ITIL Certificate in Operational Support and Analysis” examination from EXIN, ISEB or APM Group. This certificate is worth 4 credits in the ITIL Version 3 Qualification Scheme. Formal examination: this is a closed book complex graded multiple-choice examination with 8 questions to be answered in 90 minutes. Students must get 70% correct in order to pass.

For more info about this course please open datasheet

Demonstrate between 2 and 4 years of professional experience in the ITSM market place. Hold one or more of the following certificates:

• ITIL Foundation in IT Service Management for more than one year (ITIL Version 3 Foundation Certificate, or ITIL Version 2 Foundation Certificate plus the ITIL V3 Foundation Bridge Certificate)
• ITIL Service Desk, Incident and Problem Management Practitioner
• ITIL Incident Management Practitioner
• ITIL Problem Management Practitioner

It is assumed that participants will have read the following ITIL Service Management Practices core lifecycle publications:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Examination candidates should be aware that at least 12 hours of personal study are required.