ITIL® Service Capability - Operational Support and Analysis | ITIL® Training

ITIL® Service Capability - Operational Support And Analysis

Learn to use ITIL® Operational Support and Analysis for achieving operational excellence
PeopleCert accredits ITIL® Service Capabilities- Operational Support and Analysis course
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ITIL® Service Capability - Operational Support And Analysis

Overview 1

Outlines 2

FAQs 3

What's Included 4

Course Overview

ITIL® Service Capabilities- Operational Support and Analysis course introduce delegates to the practical application of various practices related to Operational Support and Analysis. This course helps organisations and delegates to manage their day to day operations of IT services and gain a better understanding of implementing these ITIL® processes to provide better support to their customers. During this course, also learn how to resolve the issues related to people, infrastructure and procedures to ensure that the organisation provides high-quality services that meet the requirements of the organisation.

Given below are some key processes and function areas:

Event Management Process
Incident Management Process
Request Management Process
Access Management Process
Problem Management Process

Examination

ITIL® Service Capabilities- Operational Support and Analysis exam comprise of 8 multiple choice questions. To clear the exam delegates will need to score 70% marks. Our instructors make sure that the delegates learn every concept of ITIL® Service Capabilities- Operational Support and Analysis thoroughly to clear the exam easily. Duration of the exam is 90 minutes. All other details about the examination will be provided during the training by the instructors.

Course Outline

Service Operation Practices

Service Operation Overview
Scope of Operational Support and Analysis Processes as well as Functions
Business Value of OSA
Optimise the performance
How Operational Support and Analysis activities support the Service Lifecycle

Event Management Process

Scope and Objectives
Business Value
Basic Concepts and Terminologies
Methods and Techniques of the process
Inputs and Outputs
CSFs and KPIs
Information Management within the Event Management Process
Risks and Challenges in process

Incident Management Process

Scope and Objectives
Business Value
Basic Concepts and Terminologies
Methods and Techniques of the process
Inputs and Outputs
CSFs and KPIs
Information Management within the Incident Management Process
Risks and Challenges in process

Problem Management Process

Scope and Objectives
Business Value
Basic Concepts and Terminologies
Methods and Techniques of the process
Inputs and Outputs
CSFs and KPIs
Information Management within the Problem Management Process
Risks and Challenges

Request Fulfillment Process

Scope and Objectives
Business Value
Basic Concepts and Terminologies
Methods and Techniques of the process
Inputs and Outputs
CSFs and KPIs
Information Management within the Request Fulfillment Process
Challenges and Risks in the process

Access Management Process

Scope and Objectives
Business Value
Basic Concepts and Terminologies
Methods and Techniques of the process
Inputs and Outputs
CSFs and KPIs
Information Management within the Access Management Process
Risks and Challenges in the process

Functions of Service Desk

Role of Service Desk
Objectives of service desk
Different Service Desk Structures of the Organisation
Considerations for Service Desk Staffing
Measure Service Desk performance
Issues and Safeguards to consider When Outsourcing the Service Desk

Standard Operational Support and Analysis Functions

Role, Responsibilities, Objectives and Activities of Technical Management, IT Operations Management, and Applications Management Functions

Improving Operational Support and Analysis

Relationship between Metrics and Business Goals for measuring Operational Performance
Framework for measuring service and process
Operational Support and Analysis Practices support CSI
Rules and Policies to create a successful Reporting Framework

Technology and Implementation Considerations