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ITIL
365 dages online kursus

Online kursus: ITIL® 2011 Edition Operational Support

Denne kursuspakke introducerer dig til de praktiske aspekter af ITIL Service livscyklus og processer, som er knyttet til operationel support og analyse af Services. Kurserne er på ITIL® intermediate niveau. Kurserne er på engelsk og foregår online, når det passer dig. Du har adgang til online kursuspakken i 365 dage.

online kurser

ITIL® intermediate level – Operational Support & Analysis

This ITIL® Intermediate course package leads the student into the practical aspects of the ITIL service lifecycle and processes associated with operational support and analysis of Services. The courses have their primary focus on the operational process activities and support methods and approaches to executing these processes in a practical, viable learning environment.

This course package will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ITIL® is a registered trade mark of AXELOS Limited.

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Target audience

Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification. An ITIL Foundation level is advised.

Benefits

  • Identify how to improve Service Operation performance
  • Analyze how Event Management contributes to efficient services
  • Perform basic Incident Management following the Incident Management process
  • Recognize how Request Fulfillment benefits organizations
  • Distinguish between Proactive Problem Management and Reactive Problem Management
  • Identify the key metrics for measuring the effectiveness of the Problem Management process
  • Identify the detailed metrics required to evaluate Service Desk performance
  • Recognize how IT Operations Management is organized
  • Recognize the roles of Application Management

Collection content

Introduction to operational support and analysis
This course provides an introduction to operational support and analysis. Specifically, the course covers the fundamentals of the ITIL® service operation core area, and how the processes and functions of service operation work within and support the overall service lifecycle.
Introduction to event management
This course provides an introduction to Event Management, including its goals and scope, and how Event Management processes interact with other processes in the ITIL® Service Lifecycle.
Introduction to incident management
This course introduces the goal and scope of Incident Management. Specifically, the course covers the purpose of Incident Management, as well as the value Incident Management provides to the overall organization.
Introduction to request fulfillment
This course provides an introduction to Request Fulfillment. Specifically, the course covers the purpose, scope, and benefits of Request Fulfillment to the organization.
Introduction to problem management
This course covers the purpose and scope of Problem Management, its value to the organization, and specifically the value and use of problem models in Problem Management.
Problem management process interfaces and challenges
This course also covers the interfaces of Problem Management with other processes across the Service Life Cycle and the specific information systems used in Problem Management.
Introduction to access management
This course covers the purpose, scope, and value of Access Management to the organization. This course also details the steps in the process for managing access.
Introduction to service desk
This course covers the importance and benefits of the Service Desk in an IT service delivery organization, as well as the objectives and responsibilities Service Desks strive to deliver.
Introduction to functions
This course covers the Technical Management function, including its role, objectives, and activities.
Function activities
This course covers the high level and low-level roles of the Application Management function within the organization, and the objectives of Application Management.
Technology and implementation considerations
This course covers the technology considerations when implementing Service Management process capabilities, including the generic tool requirements and how to properly evaluate tools for consideration.

Tidsforbrug

Kursuspakken består af 14 kurser, hvor hvert kursus gennemsnitligt varer to timer. Hele kursuspakken kan således gennemføres på ca. 28 timer.

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Form

Denne online kursuspakke består af flere forskellige kurser, som du ved tilmelding har adgang til i 365 dage. Hvert enkelt kursus er opdelt i flere kursusmoduler, som du via en oversigtsmenu kan tage i den rækkefølge, du ønsker. Modulerne indeholder lyd, billeder og tekst, der gennemgår kursusindholdet. Nogle moduler indeholder små videofilm med scenarier og cases. Ved hvert kursus har du mulighed for at teste din forståelse af indholdet med tests, som du kan tage både før, under og efter kurset. Du gennemfører kursusmodulerne via din computer eller tablet med lyd og adgang til Internettet. Du kan selv styre, hvornår du vil tage modulerne – og de kan sættes på pause undervejs.

Certificering

Dette kursus kan give dig kompetencer, der forbereder dig til at tage ITIL® Operational Support and Analysis certificering, i henhold til ITIL® Intermediate syllabus. Eksamen bestilles og betales særskilt. Vi henviser til certificeringsudbyderens hjemmeside for nærmere information om aktuelle betingelser for at opnå certificering. I forbindelse med nogle certificeringer skal du selv oprette dig på udbyderens hjemmeside for at få adgang til eksamen. Vær venligst opmærksom på, at der er overensstemmelse mellem den certificeringsversion, du har forberedt dig på og den version, du bestiller eksamen i.

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Søgte du et andet online kursus?

Vi tilbyder over 7.000 forskellige online kurser inden for mange forskellige områder. Kontakt os på tlf. 72203000 eller kurser@teknologisk.dk, så vi kan hjælpe med at imødekomme dit behov.

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