Course number HF440S

Delivery method
Remotely assisted instructional learning (RAIL)
Instructor-led training (ILT)
Onsite dedicated training (OST)

Special notes
This course includes a 90-minute multiple-choice exam.

For RAIL (live online instructor-led) sessions: The course will be in session on all four days (8:30am-4:00pm Central Time for the first three days and 8:30am-Noon on day four). This schedule allows you some extra office or study time at the end of each day. After completing the course, you will take the exam through CSME. Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you schedule your exam for within a few days of completing the course.

For face-to-face instructor-led sessions: Lecture will be in session on the first three days, and the exam will be administered from 9:30am - 11:00am on the morning of the fourth day. Students should arrange their return travel accordingly.

Course overview
The course covers the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management, and the use of underpinning tools and technologies.

NOTE: Students must be able to provide proof of ITIL V3 Foundation certification or ITIL V2 Practitioner certification in order to take the exam offered as part of this course.

Prerequisites

• Success on the ITIL V3 Foundation exam (HF421S) or ITIL V3 Foundation Bridging exam (HE785S)
• Strongly recommended but not required: Prior to class, purchase and review the book ITIL V3 Service Strategy, available from the itSMF USA (recommended), Amazon, and other book sellers

Audience
Managers, operational staff, and others involved in or requiring a deep understanding of Event Management and monitoring, Incident Management and service restoration, Request Fulfillment, Problem Management and root cause analysis, Access Management. The course als- covers the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management, and the use of underpinning tools and technologies

Next steps
Other ITIL V3 Capability and Life Cycle courses

Course outline

• Introduction to Service Operation
• Service Operation Principles
• Service Operation Processes
  - Event Management
  - Incident Management
  - Request Fulfillment
  - Problem Management
  - Access Management
• Common Service Operation Activities
• Organization Service Operation Functions
  - Service Desk
  - Technical Management
  - IT Operations Management
  - Applications Management
• Technology Considerations
• Summary and Exam Preparation

• Upis u radnu knjižicu: ne
• Certifikat: ne
• Uvjerenje: ne
• In-house: ne
• Svjedodžba: ne
• Diploma: ne