This 3-day course is designed for those involved in event management and monitoring, problem management and root cause analysis, and access management. The course also covers communication and stakeholder management, service desk organization, technical management, and application management. The course includes a 90-minute multiple-choice exam.
All IT Staff, system and network administrators,managers and executives who are responsible for the delivery of IT services in an organization. The course will be of particular interest to staff working in or managing an IT Service Operation department or wishing to include this module as part of their ITIL Expert qualification.
Existing holder of the ITIL 2011 Edition Foundation Certificate, or an earlier Foundation qualification and an ITIL V3 Foundation Bridge Certificate. Candidates should have read the Service Operation book.