ITIL Intermediate One-Day Fast Track (SO / OSA)
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ITIL Intermediate One-Day Fast Track (SO / OSA)

ITIL Intermediate One-Day Fast Track (SO / OSA)

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Unit 5, 12/F, Summit Insurance Building,789 Nathan Road, Kowloon, Hong Kong

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ITIL Intermediate One-Day Fast Track (SO / OSA)

Course Description:

ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.

Both ITIL SO (Service Operation) Exam and IT OSA Exam are part of the ITIL Intermediate certification (different stream). The course prepares candidates to take the ITIL Service Operation Intermediate exam in just ONE day as well as providing valuable knowledge that can be implemented in the workplace. Candidate should had chosen either Capability Stream or Life Cycle Stream.

Course and Learning Objectives:

At the end of this course, you will learn:

  1. The concept of Service Operation and Service Management
  2. The role of Lifecycle and Operational activities (requirement and considerations)
  3. The Service Desk concept
  4. Managing Changes
  5. Challenges, Critical Success Factors and Risks
  6. The purpose, goal and objectives:
  • Event Management Process
  • Incident Management Process
  • Problem Management Process
  • Request Fulfillment Process
  • Access Management Process

Course Approach:

Participants will learn the principles and core elements of the Service Operation as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience with pass exam questions to prepare participants to pass the OSA and SO Exam.

Course Student Material:

Students will receive an ITIL Operational Support & Analysis classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Detail Topic Covered:

  1. Overall Case Study
  2. Event Management
  3. Service Desk
  4. Incident Management
  5. Problem Management
  6. Request Fulfillment
  7. Access Management
  8. Other Functions
  9. Technology and Implementation Considerations
  10. Activities, Processes and integration
  11. Challenges and Critical success factor and Risks

ITIL Intermediate One-Day Fast Track (SO / SOA)
Date: 7 Jan 2017
Time: 10am - 5pm
Course fee: 8,800 (Including Exam fee )

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Unit 5, 12/F, Summit Insurance Building,789 Nathan Road, Kowloon, Hong Kong

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