This course is provided by Wintrac.
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ITIL training
ITIL Training Overview
Long gone are the days where the datacenter was in the basement and the "helpless desk" was a necessary evil. Today, businesses are irreversibly dependent upon their technology, and real dollars are lost when those services are not available.
The ITIL Capability Course - Operational Support and Analysis (OSA) - provides the best practice process knowledge required to monitor, deliver and support the IT services required to meet the business’ needs, while preventing and reducing the costs of outages and lost productivity.
Embedded into this course is our unique virtualization, Living the Lifecycle®. Woven through all of our ITIL V3 Certification classes, it brings V3 processes and concepts to life. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle® successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts
ITIL Training Learning Objectives
Upon successful completion learners will understand:
- Service Management as a Practice
- Service Operation principals
- Operational Support and Analysis (OSA) processes
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Operational activities of the processes covered in other lifecycle phases
- Service Operation roles, responsibilities and functions including Service Desk, Technical, IT Operations and Application Management
- Technology and implementation considerations
- Challenges, Critical Success Factors and risks
Course Certification
Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice, scenario-based questions, leads to the ITIL Intermediate Certificate.
Course duration
5 days
Diploma
We are licensed by the Commission for Independent Education, Florida Department of Education to offer occupational IT Service Management Professional (ITSMP)® Diplomas. This course earns ITSMP® students credits (38 Clock Hours) toward their Support Manager Diploma.
ITIL Training Prerequisites
Candidates for this course have:
- ITIL Foundation – obtained through ITIL® V3 Foundation or Bridge Course
- Recommended:
- 2 to 4 years IT Service Management experience
- A minimum of 12 hours of personal study
Audience
The primary audience is:
- IT/Business Professionals and Process Owners requiring deep role-based knowledge of the OSA processes
- Individuals seeking to achieve the ITIL Master or ITIL Expert™ Certification
ITIL EXPERTTM
Earn 4 credits of the 22 required to achieve the ITIL Expert™ Certification.
PROJECT MANAGEMENT INSTITUTE (PMI®) PROFESSIONAL DEVELOPMENT UNITS (PDUs)
We are recognized by PMI® as a Global Registered Education Provider (R.E.P.). Learners who are Project Management Professionals earn 38 PDUs upon completion of this course
Instructors
As with all our Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, trainers blend their real life experiences into lively classroom discussion. Trainers for this course are ITIL Experts™, OSA Certified and have completed our OSA Train-the-Trainer Program.
Course/Student Materials
- Five (5) Days of Instructor Led Education (30 Contact Hours)
- Learner Manual (excellent post-class reference)
- Study Aids and Sample Exams, Exam Preparation
- Participation in a Unique Series of Case Study-Based Exercises - Living the Lifecycle®
- In-Class Examination
- Note: The ITIL core library books are not included. Learners must bring their own copy of Service Operation to class and have access to the full suite
Delivery Methods
- Public Classroom
- Corporate Classroom
- Courseware Licensing
Course Logistics
- Prerequisite Certification must be Provided Prior to Class Start
- Contact Hours is 30
- Maximum Learners per Instructor is 18
- Traditional Classroom or U-shaped Seating Arrangement
- 2 break-out Rooms where Available - Whiteboard, Flipchart, Projector
