TI114

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

88%

overall satisfaction for this course

?Average calculated from scores obtained from 59 participants who took this course.
  • Duration 4 days
  • Regular fee 2 995
  • Preferential fee 2 595?
  • Locations
    • Montreal
    • Quebec City
    • Gatineau

Accreditation and partners association

  • Project Management Institute 30 PDU
Parcours

Formation path :

IT Service Management Training Paths

View path
SUMMARY
DETAILS

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

Special Note

The course schedule is from 8:30 AM to 5:30 PM. The course is provided by Qualiti7, Accredited Training Organisations (ATOs) and the Office of Government Commerce (OGC) in the United Kingdom and other countries

  • Reference book: "ITIL® Service Operation – 2011 Edition" in english only (not included in the training price)
  • Maximum class size: 18 Course length: 32 hours + preparation for the exam and final exam
  • Additional preparation recommended: 12 hours
  • Number of ITIL® V3 credits: 4

Customer Testimonials

Well-structured. Good balance between theory and practice.

Annie B. / Chef de section informatique, Commission de la construction du Québec

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 APMG syllabus: ITIL V3 Intermediate Qualification Operational Support and Analysis Certificate v5.4.

Exam Note

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

Legal Note

“ITIL® is a registered trade mark of AXELOS Limited.” “IT Infrastructure Library ® is a registered trade mark of AXELOS Limited.” "The Swirl logo™ is a trade mark of AXELOS Limited.” "Accredited ITIL® training is provided by Qualiti7 International, a LCS Accredited Training Organisation." "The Swirl logo™ is a trade mark of the Cabinet Office.” "Accredited ITIL® training is provided by Qualiti7 International, a LCS Accredited Training Organisation"

DATES*

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

    January 9 to January 12 2017

  • Quebec City

    February 13 to February 16 2017

  • Gatineau

    March 13 to March 16 2017

  • Montreal

    April 24 to April 27 2017

  • Quebec City

    July 11 to July 14 2017

Trainer(s) assigned(s)

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