ITIL Service Capability: Operational Support and Analysis

ITIL Service Capability: Operational Support and Analysis Training in United Kingdom (UK)
ITIL Service Capability: Operational Support and Analysis

ITIL Service Capability: Operational Support and Analysis

5 Days Course
IT Services Management
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Course Details

Overview

This Intermediate level course is part of the ITIL certification program. The Foundation level course is a mandatory requirement for all other levels within the certification scheme.

 

Certification:
ITIL Intermediate Qualification: Operational Support and Analysis Certificate

Objectives

This official ITIL capability certification course enables you to master the key ITIL processes needed to create a stable IT infrastructure that business can rely on. It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL concepts, organizational structures, roles, functions and process activities related to the following processes:

  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Event Management
  • Access Management

Outline

  • How OSA processes and functions bring value to the business in supporting the service lifecycle
  • In-depth review of the key processes, and their associated activities, functions, roles, responsibilities, challenges, risks and critical success factors:
    • Incident Management: Focuses on restoring services back to normal operations as soon as possible, according to agreed service levels
    • Problem Management: Focuses on the prevention of Problems and the elimination of recurring Incidents
    • Request Fulfillment: Manages the fulfillment of requests for services, with a goal of providing quick and effective access to standard services which business staff can use to improve their productivity
    • Event Management: Focuses on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
    • Access Management: Grants authorized users the right to use a service, while preventing access to non-authorized users
  • In-depth review of these critical related functions:
    • IT Operations Management
    • Technical Management
    • Application Management
    • Service Desk
  • The impact operational support and analysis has on operational activities and other processes such as Change, Configuration, Release & Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity Management
  • Technology and implementation considerations

Target Audience

  • Individuals who have attained the ITIL Foundations Certificate in IT Service Management and who wish to advance to higher level ITIL certifications
  • Individuals involved in the OSA processes and functions identified above, and who require a deep understanding of how they may be used to enhance the quality of IT service support within an organization
  • IT professionals working within an organization that has adopted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program

Pre-Requisites

You must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

Course Schedule

  Dec 3 - Dec 7, 2018
Riyadh