Operational Support and Analysis for ITIL

ITIL® is the world's foremost framework of IT Service Management. This course will help you increase your knowledge in areas of incident, problem, access, event, and request fulfillment processes.

As an IT service provider, your company provides value to their customers in the form of services. In order to maintain that value, you must deliver services quickly and efficiently while maintaining normal service operations. In this course, Operational Support and Analysis for ITIL®, you'll learn intermediate level knowledge of how to properly support services to provide that value. First, you'll explore the processes of event, incident, and problem management. Next, you'll discover how request fulfillment helps alleviate the load on your Service Desk. Finally, you'll learn how to set up your Service Desk, as well as coordinate your technical management, IT operations management, and applications management functions. When you're finished with this course, you'll have the skills and knowledge of operational support and analysis for ITIL® needed to deliver and support services for your business, as well as tips on how to pass the related ITIL® intermediate exam.