ITIL® Service Capability - Operational Support and Analysis

Course Details

The ITIL® Service Capability – Operational Support & Analysis is one of four ways that build the ITIL® Intermediate ‘Capability Stream’. The training provided by Course Bargains advises learners to everyday and rational solutions to carry out structure, positions, and objectives which allows skill in relation to Event, Occurrence, Problem and Access Management in addition to Request completion and Service Desk purposes.

The programme is focussed at IT Experts, Business Managers and Business Process Owners. It is frequently suitable to working staff involved in Incident Management, Problem Management, and Service Desk who desire to enhance their role-based experiences.

Course Contents

Here is a list of the subjects that will be covered throughout this 5 day sequence:

Introduction to operational support and analysis

  • The importance to the business of OSA actions.
  • The ITIL® lifecycle within the OSA framework.
  • The scope of OSA procedures and purposes.
  • Enhancing service operation performance.

Event management

  • Design, policy, components, actions, roles and operation.
  • How it is used to guarantee service quality within OSA.
  • The benefits and business value from event management.

Incident management

  • Design, policy, components, actions, roles and process.
  • The metrics that would be implemented to encourage incident management.
  • The benefits and business value from incident management.

Request fulfilment

  • Design, strategy, components, activities, roles and operation.
  • The metrics that would be used to support request completion.
  • The benefits and business value from request completion.

Problem management

  • The end-to-end process flow for problem management inclusive of design strategy, components & activities
  • The metrics that would be executed to support problem management
  • The benefits and business value from problem management

Access management

  • The end-to-end process flow for access management process inclusive of design strategy, components & activities.
  • The metrics that would be used to support access management.
  • The benefits and business value from access management as related to OSA.

The service desk

  • The complete end-to-end process flow for the service desk function inclusive of design strategy, components & activities.
  • The service desk validation components and actions (eg service desk role, organizational structures, challenges, & issues).
  • The metrics that would be used to support the service desk function.

Functions

  • The end-to-end process flow for OSA functions (ie technical management, IT operations management, and applications management).
  • The benefits and business value from OSA functions.

Technology and implementation considerations

  • Technology supplies for effective OSA for process operation.
  • Best practices to ease challenges and risks when applying service management skills.

FAQ's

What are the details of the examination?

The ITIL® examination is booked on the final day of the programme and contains a 90 minute, closed book plan with 8 multiple choice, location based, gradient scored questions. The pass mark for the exam is 70%, or a minimum of 28 marks from a possible 40.

Why should I learn this course?

During this 5 day course, you will be able to learn and identify: • Values, Purpose and Objective of Operational Support & Analysis • The importance of ITIL® Operational Support & Analysis (OS&A) • How Procedures within OS&A relate with other Service Lifecycle Methods • The methods, activities, techniques and roles used • How to accomplish operational quality • How to evaluate ITIL® Operational Support & Analysis • Technology and application considerations • Challenges, critical success factors and risks

Who will be instructing me?

The instructors at Course Bargains are highly qualified and have global experience.

When should I arrive to the venue?

You should aim to arrive at 9am.

How can I contact you?

If you would like more information about any course please feel free to either contact us on 01159 031 029 or you can email us at info@coursebargains.com.