ITIL V3 Certificate: Operational Support & Analysis

Course Title: ITIL V3 Capability - Operational Support & Analysis
Duration: 4 Days (also as evening or weekend training)
Earned Credits: 4/ Required Credits: 6

Certified IT Jobs

• Help Desk Manager
• Support Manager
• Problem Manager
• Operations Analyst

Prerequisites

• ITIL V3 Foundation

Skills learned - Benefits to your Company

• Create an enterprise IT priority model covering Incidents, Problems and Changes in support of customer Service Level Agreements
• Effectively identify and eliminate Incidents from your production environment
• Increase availability and improve operational stability by reducing mean time to restore up to 80% for Major Incidents
• Reduce the cost of handling Incidents through streamlined escalation policies and procedures
• Improve the effectiveness of the Service Desk by clearly defining roles and responsibilities for the Service Desk personnel and other support roles
• Improve user satisfaction and reduce costs by streamlining the provisioning processes of Request Fulfillment