ITIL®Capability: Operational Support & Analysis Overview: Who Should Attend | ALC Training News

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The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to:

  • IT professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organisation
  • IT professionals who are working within an organisation which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

The Operational Support & Analysis qualification is critical for candidates in the following roles:

  • Service Desk Managers
  • Service Desk Staff
  • Configuration Manager
  • Availability Manager
  • System Software
  • Applications Support
  • IT Operations Manager
  • Network Control and Operation
  • Database Administrator
  • Problem Manager
  • Network Support
  • Incident Manager
  • Incident Management Staff
  • Problem Management Staff

 

*This course is instructor led with limited class size. Participants undertake practical activities to ensure understanding of concepts and terminology.

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