At the end of this course, candidates should know:
The importance of Service Management as a Practice concept and Service Operation Principles, purpose and objectives
The importance of ITIL Operational Support and Analysis while providing service
How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
The processes, 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 to measure ITIL Operational Support and Analysis
The importance of IT Security and its contributions to ITIL Operational Support and Analysis
The technology and implementation considerations surrounding ITIL Operational Support and Analysis
The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis