Course objectives
  • In-depth understanding of the ITIL® processes and roles needed to deliver and daily support of the IT services and infrastructure
  • Enabling participants to master the key ITIL® processes needed for the ongoing maintenance and monitoring of IT services and technology
  • Delivering the necessary knowledge, by means of controlled practice, on how to adopt and adapt the ITIL® practices within an IT organization taking into consideration their resources, capabilities and constraints
Training scope
  • In-depth review of the key processes, needed to support the delivery of the IT services on agreed level, and their associated activities, roles, responsibilities, challenges, risks, and critical success factors: Event Management, Incident Management, Problem Management, Request Fulfillment, Access management
  • In-depth review of the main functions: Service Desk, Technical Management, Zarządzania problemami (Problem Management), Application Management, IT Operations Management,
  • Review of the common service operation activities and procedures,
  • Technology and implementation consideration,
  • Important consideration for continual improvement of these practices,
  • Mock exam and accredited exam
Prerequisites

One of the following ITIL® Foundation certificates:

  • 2011
  • V3
  • V2 i ITIL® Foundation Bridge
Audience

All the people involved in and responsible for the ongoing delivery of IT services: Service Owners, Service Desk Supervisors, Technical managers, Application Managers, Problem Managers, Incident Managers

The number of participants: 8-15 people

Duration: 5 days

Available language: PL / EN

Available course material: EN

Available exam: EN

Course form
Mix of instructor-led training (40%) and hands-on exercises (60%)
Exam
  • Exam is obligatory
  • Multiple choice test; 8 questions, gradient scored, scenario-based
  • Pass mark: 70% (28 out of 40)
  • Open book: no
  • Electronic devices permitted: no
  • Time allocation: 90/120 mins

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ITIL®
Accredited

ITIL® Operational Support & Analysis (OSA)

Location:
Gdańsk
Language:
PL
Date:
24.08.2020 - 28.08.2020
Net price:
PLN 3 250
Exam net price:
PLN 950
ITIL®
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ITIL® Operational Support & Analysis (OSA)

Location:
Poznań
Language:
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Date:
24.08.2020 - 28.08.2020
Net price:
PLN 3 250
Exam net price:
PLN 950
ITIL®
Accredited

ITIL® Operational Support & Analysis (OSA)

Location:
Kraków
Language:
PL
Date:
21.09.2020 - 25.09.2020
Net price:
PLN 3 250
Exam net price:
PLN 950
ITIL®
Accredited

ITIL® Operational Support & Analysis (OSA)

Location:
Wrocław
Language:
PL
Date:
21.09.2020 - 25.09.2020
Net price:
PLN 3 250
Exam net price:
PLN 950
ITIL®
Accredited

ITIL® Operational Support & Analysis (OSA)

Location:
Łódź
Language:
PL
Date:
19.10.2020 - 23.10.2020
Net price:
PLN 3 250
Exam net price:
PLN 950
ITIL®
Accredited

ITIL® Operational Support & Analysis (OSA)

Location:
Warszawa
Language:
PL
Date:
26.10.2020 - 30.10.2020
Net price:
PLN 3 250
Exam net price:
PLN 950

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Agnieszka Rzeczkowska

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Agnieszka Rzeczkowska

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