The IT Infrastructure Library® (ITIL) is the most widely-accepted approach to IT service management in the world. ITIL is a best practice framework that has been drawn from both the public and private sectors, internationally. It describes how IT resources should be organised to deliver business value, documenting the processes, functions and roles of IT service management (ITSM).
Students taking this course will improve role-based capability and competency by increasing understanding about terminology, processes, roles and functions, and activities in the ITIL service lifecycle. It also provides a structured guide to ensuring an organisation can develop and implement complete and integrated, best practice processes.
The course enables students to sit the ITIL Capability examination in Operational Support & Analysis. The ITIL Intermediate Qualification in Operational Support & Analysis is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The ITIL Intermediate Qualification in Operational Support & Analysis enables the holders of the certificate to apply the practices in resolution and support of the service management lifecycle.
Upon successful completion of the course candidates can expect to gain competencies in the followings: