ITIL® Service Capability: Operational Support & Analysis Global Knowledge Saudi Arabia

This course builds on the general principles covered as part of the ITIL  Foundation course.This enables the organisation to introduce Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes, Service Desk, Technical Management, IT Operations Management and Application Management functions as integral parts of its overall business-focussed Services Framework.

The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.


Delegates are required to hold the ITIL  V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. Before taking the course, it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.


  • To obtain knowledge on ITIL  terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL . 
  • To provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines. 
  • To prepare delegates for the ITIL  Capability examination in Service Offerings & Agreement.

Global Knowledge is the worldwide leader in IT and business skills training. They deliver via training centers, private facilities, and the Internet, enabling their customers to choose when, where, and how they want to receive training programs and learning services.

Global Knowledge's core training is focused on Cisco, Microsoft, VMware, Red Hat, business process improvement, and leadership development. Their IT courses include networking, programming, operating systems, security, and telephony. Their business skills courses feature project management, ITIL, people management, and business analysis. Their more than 1,200 courses span foundational and specialized training and certifications.

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