ITIL® Service Capability: Operational Support and Analysis

Code: 2727

5 days

List Tuition : $3,295.00 USD

Course Overview

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In this course, you will be immersed in the practical aspects of the ITILservice lifecycle and processes associated with the operational support andanalysis of services and service delivery. You will cover the operational-levelprocess activities and supporting methods and approaches to executing theseprocesses in a practical, hands-on learning environment. This course includeslecture, exercises, and scenario-based exam questions to increase yourunderstanding of the core disciplines of ITIL best practices and position you tosuccessfully complete the associated exam. The exam will be offered on thelast 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 examat the end of class. Proof of certification must be provided no later than thefirst day of class.

Certification:

ITIL Intermediate Qualification: Operational Support and Analysis Certificate

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
  • Importance of service management as a practice concept and operationalsupport and analysis principals, purpose, and objective
  • Importance of ITIL operational support and analysis while providingservice
  • Processes in ITIL operational support and analysis interact with otherservice lifecycle processes
  • Processes, activities, methods, and functions used in each of the ITILoperational 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 operationalsupport and analysis
  • Technology and implementation considerations surrounding ITIL operationalsupport and analysis challenges, key performance indicators (KPIs), criticalsuccess factors (CSFs), and risks

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 ServiceLifecycle
  • 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 OperationsManagement, and Applications Management Functions

9. Improving Operational Support and Analysis

  • Relationship Between Business Goals and Metrics to Measure OperationalPerformance
  • Service and Process Measurement Frameworks
  • Rules and Policies for Creating a Successful Reporting Framework
  • How Operational Support and Analysis Practices Support Continual ServiceImprovement

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

  • 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 E

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10/05/2020 - 10/09/2020

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