Code: 
ITILOPSU
Duration: 
3-5 Day(s)
Price: 
1095-2793

Overview

The Operational Support and Analysis module is one of the ITIL Service Capability certification modules, and will be of interest to candidates wishing to gain a deep level of understanding of ITIL processes and roles, how they are implemented and how they interact.

Delegates can expect to gain competence in the following areas
  • Implementing a service desk using ITIL guidelines
  • Defining incident models
  • Analyzing incidents
  • Applying problem-solving techniques and investigating the root cause
  • Identifying request fulfillment interfaces

Audience

Those who want to achieve ITIL Intermediate Capability Qualification: Operational Support and Analysis certification. The ITIL Foundation Certificate is required to attend this course and take the ITIL Certification Exam on the final day.

Skills Gained

  • Prepare for and take the ITIL Intermediate Qualification: Operational Support and Analysis Exam
  • Outline key activities for the operational support and analysis (OSA) processes in the context of the service lifecycle
  • Achieve operational excellence by using the OSA processes, activities and functions
  • Verify the success of OSA by evaluating challenges, critical success factors and risks

Prerequisites

Delegates should hold the ITIL Foundation Certificate in IT Service Management

Course Specifics

Course Outline

Introduction and Overview

  • Service management as a practice
  • The service value proposition
  • Optimizing operational service performance
  • The role of OSA processes in the lifecycle
  • How OSA supports the service lifecycle

Core Service Operation Processes

Event management
  • The purpose, goal and objectives of event management
  • Triggers, inputs, outputs and the process interfaces
  • Using critical success factors to check effectiveness
  • Employing active and passive monitoring tools
Incident management
  • Managing the incident lifecycle
  • Identifying process activities, methods and techniques and how they relate to the service lifecycle
  • Interaction with design services
  • Incident management involvement
Request fulfillment
  • Scope of the processes
  • The policies, principles and the request model concept
  • Dealing with service requests from users
  • How KPIs can verify effectiveness and efficiency of the request fulfillment process
Problem management
  • The objectives of the problem management process
  • Managing the lifecycle of problems
  • Value to the business and the service lifecycle
  • Identifying triggers, input and output to other processes
  • Analyzing critical success factors to check efficiency
Access management
  • Policies, principles and basic concepts
  • Managing authorized user access
  • Distinguishing access management and information management
  • Executing security and availability management policies
  • Challenges and critical success factors
  • Verifying effectiveness and efficiency

Service Desk

  • Establishing the service desk objectives
  • Organizational structures and staffing options
  • Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of service desk on customer perception
  • Reasons and options for outsourcing the service desk

Service Operation Functions

  • Functions of technical management, IT operations management and application management
  • How the functions contribute to OSA
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analyzing the function's activities

Technology Considerations

  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing service management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

  • Managing change in service operation
  • Examining implementation aspects of service operation and project management
  • Assessing and managing risk in service operation
  • Operational staff considerations in service design and transition
  • How to plan and implement service management technologies

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

a Location Cost Days Date  
Manchester 2793519 Mar 18
Worcester 1460519 Mar 18
London 2793512 Mar 18
London 2793512 Mar 18
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London 2445512 Mar 18
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Manchester 1495522 Jan 18
Heywood 1519522 Jan 18
London 2793515 Jan 18
London 2793515 Jan 18
Birmingham 1095318 Dec 17
London 1095318 Dec 17
Manchester 1095311 Dec 17
London 1095311 Dec 17
London 2793527 Nov 17
London 2793527 Nov 17
London 2793527 Nov 17
Birmingham 1095320 Nov 17
London 1095320 Nov 17
Wokingham 1550520 Nov 17
Heywood 1519513 Nov 17
Manchester 1095313 Nov 17
Manchester 1495513 Nov 17
London 1550513 Nov 17
Birmingham 2793513 Nov 17
Leeds 2793513 Nov 17
London 2793530 Oct 17
London 2793530 Oct 17
London 1495523 Oct 17
London 1550516 Oct 17
Birmingham 1095316 Oct 17
London 1095316 Oct 17
London 2793509 Oct 17
London 2793509 Oct 17
Leeds 1550525 Sep 17
Worcester 1460525 Sep 17
Brighton 1095325 Sep 17
Milton Keynes 1095325 Sep 17
Bristol 1095325 Sep 17
Manchester 1495525 Sep 17
London 1095318 Sep 17
Wokingham 1550518 Sep 17
Worcester 1460518 Sep 17
Birmingham 1095318 Sep 17
Manchester 1495511 Sep 17
Heywood 1519511 Sep 17
London 1495511 Sep 17
Manchester 1095311 Sep 17
London 1095311 Sep 17
Exeter 528 Aug 17
Birmingham 523 Aug 17
Leeds 2793521 Aug 17
Birmingham 1095321 Aug 17
London 1095321 Aug 17
London 1550514 Aug 17
Manchester 1095314 Aug 17
Bristol 1095331 Jul 17
Newcastle 2793531 Jul 17
Brighton 1095331 Jul 17
Milton Keynes 1095324 Jul 17
Leeds 2793524 Jul 17
London 2793517 Jul 17
London 2793517 Jul 17
Birmingham 1095317 Jul 17
Liverpool 517 Jul 17
London 1095317 Jul 17
Manchester 1095310 Jul 17
Heywood 1519510 Jul 17
Manchester 1495510 Jul 17
London 510 Jul 17
Wokingham 1550526 Jun 17
Heywood 1519526 Jun 17
London 1550526 Jun 17
Manchester 1495526 Jun 17