Course Description

Operational Support and Analysis (HP) - HF428S

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At a glance
Course number HF428S
Length 5 days
Delivery method Remotely assisted instructional learning (RAIL)
Instructor-led training (ILT)
Onsite dedicated training (OST)
Price USD $2,900
CAD $3,240
Credits toward ITIL Expert 4

Special notes

This course includes a 90-minute multiple-choice exam.

For RAIL (live online instructor-led) sessions: The course will be in session on all five days (8:30am-4:00pm Central Time). This schedule allows you some extra office or study time at the end of each day. After completing the course, you will take the exam through CSME. Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you schedule your exam for within a few days of completing the course.

RAIL Students: To register for your exam, click HERE for instructions and to see a list of pre-approved exam locations. Note that the exam is included in the price for this course.

For face-to-face instructor-led sessions: The exam will be administered from 1:30pm - 3:00pm on the afternoon of the last day. Students should arrange their return travel accordingly.


Course overview

This course provides in-depth coverage of the ITIL V3 areas of Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management.

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 requiring deep knowledge of or involved in Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management

Next steps
  • Other ITIL V3 Capability and Life Cycle courses

Course outline
  • A Brief Refresher on IT Service Management
  • Service Operation Summary
  • Service Operation Processes
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
  • Common Service Operation Activities
  • Service Operation Functions
    • Service Desk
    • Technical Management
    • IT Operations Management
    • Applications Management
  • Service Operation Roles and Responsibilities
  • Service Operation Organization Structures
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors, and Risks
  • Summary and Exam Preparation

If you would like to see when this course is offered, click here

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