ITIL V3 Service Operation Training Kit
Service Desk Specialist

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Course Description

This multi program online training solution includes the following training and certification programs.

• ITIL V3 Foundation Certification
• ITIL V3 Operational Support & Analysis (OSA) Certification
• Kepner-Tregoe Situation Appraisal

Who Should Attend

This program will be of interest to candidates who want to become a certified as an ITIL V3 Service Desk specialist. The ITIL Service Desk Specialist facilitates the Enablement & Restoration of IT Services with minimal impact on the business and within agreed service levels.

Prerequisites

None

Exam

Two optional exams are available for this program. Certification is through the CSME. The ITIL V3 Foundation exam is an optional 1-hour, 40 question, closed book multiple choice exam while the ITIL V3 Operational Support & Analysis (OSA) exam is an eight question, ninety minute, closed book multiple choice, multi-part, scenario based examination. Exams can be taken at the student PC using a web cam proctor or at a CSME testing center.

Reference Material

Each student will receive an online workbook for the ITIL certification programs. It is highly recommended that you obtain a copy of the supporting OGC ITIL publication to aid in your studies. The publication is available in both hardcopy and electronic versions. You may order your copy at a discounted price by clicking on our ITIL Bookstore link.

Credits Earned

• 6 ITIL Expert Credits
• 56 PDU Credits