Course Description

Special notes

This course is currently moving through the APMG qualification process, which is outside of the control of HP Education and other training providers. Although HP Education anticipates the information in this description will reflect what APMG will eventually approve, it is subject to change. If you register for this course, please be assured that HP Education will be managing this course's schedule in a normal way.

Course overview

Intended for those involved in or requiring a deep understanding of Event Management and monitoring, Incident Management and service restoration, Request Fulfillment, Problem Management and root cause analysis, Access Management. The course also covers the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management, and the use of underpinning tools and technologies.

NOTE: Students must be able to provide proof of ITIL V3 Foundation certification or ITIL V2 Practitioner certification in order to take the exam offered as part of this course.

Prerequisites

• Success on the ITIL V3 Foundation exam (HF421S) or ITIL V3 Foundation Bridging exam (HE785S)

Audience

• Managers, operational staff, and others involved in or requiring a deep understanding of Event Management and monitoring, Incident Management and service restoration, Request Fulfillment, Problem Management and root cause analysis, Access Management. The course also covers the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management, and the use of underpinning tools and technologies

Next steps

• Other ITIL V3 Capability and Life Cycle courses - click here for guidance