ITIL V3 Operational Support and Analysis

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Popis kurzu

Toto školenei je zamerané na zásady prevádzky služieb a riadenie udalostí, riadenie problémov, riadenie prístupu a plnenie požiadaviek. Vedľa hlavného procesu sa školenie podrobne zaoberá ôsmimi vedľajšími podporými procesmi, ich interakciou a zaistením ich účinnosti. Školenie sa zaoberá taktiež organizáciou prevádzky služieb, úlohami, zodpovednosťou, technológiami a ich významom. Súčasťou školenia je formálne preskúšanie (komplexné preskúšanie bez možnosti použitia učebníc formou multiple-choice s ôsmimi otázkami, na ktoré je potrebné odpovedať v čase 90 minút, pre úspešné vykonanie skúšky musia študenti dosiahnuť 70% správnych odpovedí). Uvedená cena neobsahuje poplatok za certifikačnú skúšku. Pri úspešnom absolvovaní tohoto školenia má účastník nárok na zisk 34 bodov PDU pre získanie či udržanie certifikácie PMI® podľa stupňa PMP®.

Cieľová skupina

  • 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

Obsahová náplň

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

Kontakt a miesto konania

Kontaktné údaje
Helena Kazárová
tel: +420 261 307 495
e-mail: education.czsk@hpe.com

Adresa
Galvaniho 7, Bratislava

O organizátorovi

Kontaktné údaje
tel: +420 776 767 884
email: education.czsk@hpe.com
web: www.hpskoleni.cz

Adresa
HEWLETT-PACKARD, s.r.o.
Za Brumlovkou 5/1559, Praha Zobraziť na mape