ITIL® Service Capability: Operational Support and Analysis Training

ITIL® Service Capability: Operational Support and Analysis

ITIL® Service Capability: Operational Support and Analysis Training, you will be immersed in the practical aspects of the ITIL

START:
May 12, 2018
DURATION:
2 days
CREDIT:
12
PRICE
450,000.00

Address

PLOT 21,Peace Avenue,Oshorun Heritage estate,off Channels TV Avenue,OPIC,Isheri-North,Ikeja, Lagos.   View map

ITIL® Service Capability: Operational Support and Analysis Training Overview

Gain practical experience planning and executing processes within ITIL operational support and analysis.

ITIL® Service Capability: Operational Support and Analysis Training, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.

The main process and function focus areas of this course include:

  • Event management process
  • Incident management process
  • Request fulfillment process
  • Problem management process
  • Access management process

The organizational functions focused on in this course include:

  • Service desk
  • Technical management
  • IT operations management
  • Application management

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Certification:

ITIL Intermediate Qualification: Operational Support and Analysis Certificate

Thousands of students have achieved ITIL certifications with the help of our training. We’re so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back.

Did You Know?

This class is available in our Virtual classroom– live online training that combines premium skills development technologies and expert instructors, content, and exercises to ensure superior training, regardless of your location.

What You’ll Learn

  • Importance of service management as a practice concept and operational support and analysis principals, purpose, and objective
  • Importance of ITIL operational support and analysis while providing service
  • Processes in ITIL operational support and analysis interact with other service lifecycle processes
  • Processes, activities, methods, and functions used in each of the ITIL operational support and analysis processes
  • How to use the ITIL operational support and analysis processes, activities, and functions to achieve operational excellence
  • How to measure ITIL operational support and analysis
  • Importance of IT security and its contributions to ITIL operational support and analysis
  • Technology and implementation considerations surrounding ITIL operational support and analysis challenges, key performance indicators (KPIs), critical success factors (CSFs), and risk

Prerequisites

  • ITIL Foundation Certification (v3 or newer) required
  • Two to four years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Operation (2011 Edition, ISBN 9780113313075) and complete at least 12 hours of personal study

Course Outlines

1. Service Operation Practices
Business Value of Operational Support and Analysis
Scope of Operational Support and Analysis Processes and Functions
How Operational Support and Analysis Activities Support the Service Lifecycle
Optimizing Service Operation Performance
2. Event Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Event Management Process
Challenges and Risks
3. Incident Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Incident Management Process
Challenges and Risks
4. Problem Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Problem Management Process
Challenges and Risks
5. Request Fulfillment Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Request Fulfillment Process
Challenges and Risks
6. Access Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Access Management Process
Challenges and Risks
7. Service Desk Function
Service Desk Role
Objectives
Different Service Desk Organizational Structures
Service Desk Staffing Considerations
Measuring Service Desk Performance
Issues and Safeguards to Consider When Outsourcing the Service Desk
8. Common Operational Support and Analysis Functions
Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions
9. Improving Operational Support and Analysis
Relationship Between Business Goals and Metrics to Measure Operational Performance
Service and Process Measurement Frameworks
Rules and Policies for Creating a Successful Reporting Framework
How Operational Support and Analysis Practices Support Continual Service Improvement
10. Technology and Implementation Considerations
Generic Technology Requirements
Evaluation Criteria for Technology and Tools for Process Implementation
Project, Risk, and Staffing Practices for Process Implementation
Challenges, Risks, and CSFs for Implementing Practices and Processes
Planning and Implementing Service Management Technologies
11. Exam Preparation/Mock Exam
12. Exam

Who should attend

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Course Dates