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TI163

ITIL® 2011: Intermediate - Operational Support and Analysis (OSA)

89%

overall satisfaction for this course

?Average calculated from scores obtained from 66 participants who took this course.
See the training dates
  • Duration 4.5 days
  • Regular fee 3 100
  • Preferential fee 2 790?
  • Locations
    • Montreal
    • Quebec City
    • Gatineau

Accreditation and partners association

  • Project Management Institute 30 PDU

Objectives

To provide the knowledge and skills required to define the key activities of the support and analysis processes in the framework of service life cycles, to master the operations, activities and functions of operational support and analysis.

Targeted audience

Anyone interested in obtaining the Intermediate ITIL® certification in Operation Support and Analysis.

Prerequisite

ITIL® 2011 Foundation Certification or ITIL®V3 Foundation Certification or having passed the upgrade exam from V2 to V3 (Course TI111). It is also strongly recommended that candidates read the principal ITIL publications on the life cycle of services, and particularly "Service Operations" (2011 edition) before beginning the training for certification.

Training Details

Content

  • •Event management
  • •Incident management
  • •Fulfilling requests
  • Handling problems
  • Managing access
  • The service center
  • Technical management
  • Managing IT operations
  • Managing applications
  • Each discipline will be covered by focusing on the following points
  • Goals and objectives
  • Basic concepts
  • The process model and its activities
  • The values of the process
  • Roles and responsibilities
  • Key metrics, challenges, critical success factors and risks
  • Preparing for the exam
  • Exam

General Note

The course sessions last from 8:30 AM to 5:30 pm.

Material Note

The course material is based on the AXELOS syllabus: ITIL V3 Intermediate Qualification Operational Support and Analysis Certificate v5.4.

Exam Note

Practice exams: practice exams provided by AXELOS will be distributed to participants in order to help them prepare for writing the certification exam.

Legal Note

“ITIL® is a registered trademark of AXELOS Limited used with the permission of AXELOS Limited. All rights reserved.” “IT Infrastructure Library ® is a registered trademark of AXELOS Limited used with the permission of AXELOS Limited. All rights reserved” "The Swirl logo™ is a trademark of AXELOS Limited used with the permission of AXELOS Limited. All rights reserved..” "AXELOS is a trademark of AXELOS Limited used with the permission of AXESLOS Limited. All rights reserved. "Accredited ITIL® training is provided by Qualiti7 International, a Training Organization certified by PeopleCert."

Customer Testimonials

Helped me to better understand the growth of IT in my organization.

Etienne S. / Superviseur 2e ligne, Atelier de production, Défense nationale et les Forces armées canadiennes

Select the training date*

*Unless stated otherwise, all sessions are in French.
  • Montreal

    November 4 to November 8 2019

  • Quebec City

    November 4 to November 8 2019

  • Gatineau

    November 4 to November 8 2019

  • Gatineau

    March 11 to April 2 2020

  • Montreal

    March 11 to April 2 2020

  • Quebec City

    March 11 to April 2 2020

Trainer(s) assigned(s)

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