Log On/Register  

855.838.5028

ITIL® - Operational Support and Analysis

Duration: 5 Days
Course Price: $3,250

Course Overview:

Students will learn the OSA (Operational Support & Analysis) part of the ITIL® v3 Intermediate Capability certification stream. The training course prepares candidates to take the ITIL® v3 Operational Support & Analysis Intermediate exam.

Who Should Attend:

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions.

Duration:

  • Classroom Learning - 5 Day(s)
  • Online LIVE - 5 Day(s)

 

PRINCE2®, ITIL®, MSP®, M_o_R®, P3O®, P3M3® are Registered Trademarks of Axelos Limited
MoP™ and MoV™ are Trademarks of Axelos Limited
The Swirl logo™ is a Trademark of Axelos Limited

Course Overview:

Students will learn the OSA (Operational Support & Analysis) part of the ITIL® v3 Intermediate Capability certification stream. The training course prepares candidates to take the ITIL® v3 Operational Support & Analysis Intermediate exam.

Who Should Attend:

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions.

Duration:

  • Classroom Learning - 5 Day(s)
  • Online LIVE - 5 Day(s)

 

PRINCE2®, ITIL®, MSP®, M_o_R®, P3O®, P3M3® are Registered Trademarks of Axelos Limited
MoP™ and MoV™ are Trademarks of Axelos Limited
The Swirl logo™ is a Trademark of Axelos Limited

Prerequisites:
An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.

Lesson 1INTRODUCTION

  • Introduction/Housekeeping
  • The concept of Service Management as a practice
  • Service, its value proposition and composition
  • Functions and processes across the lifecycle
  • The role of processes in the Service Lifecycle
  • How Service Management creates business value
  • How Operational Support and Analysis supports the Service Lifecycle

Lesson 2EVENT MANAGEMENT

  • Purpose, goal and objectives
  • Scope
  • The Value to business and the Service Lifecycle
  • Policies, principles and basic concepts
  • Triggers, inputs and outputs and process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks
  • How to design for Event Management

Lesson 3SERVICE DESK

  • The Service Desk role & objectives
  • Service Desk organizational structures
  • Service Desk staffing options
  • Service Desk metrics that can be used to measure its effectiveness and efficiency
  • Issues and safeguards to consider when outsourcing the Service Desk

Lesson 4INCIDENT MANAGEMENT

  • Purpose, goal, objectives & Scope
  • Value to business and to the Service
  • Policies, principles and all basic concepts
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • The challenges, Critical Success Factors and risks

Lesson 5PROBLEM MANAGEMENT

  • Purpose, goal and objectives
  • Scope
  • Value to business and Service Lifecycle
  • Understanding of the policies, principles and the problem model concept
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks

Lesson 6REQUEST FULFILLMENT

  • Purpose, goal and objectives
  • Scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and the request model concept
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks

Lesson 7ACCESS MANAGEMENT

  • Purpose, goal and objectives
  • Scope
  • Value to business and Service Lifecycle
  • Policies, principles and basic concepts
  • Process activities, methods and techniques and how they relate with the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks

Lesson 8FUNCTIONS

  • Service Desk Roles, Objectives and Activities
  • Technical Management Roles, Objectives and Activities
  • IT Operations Management Roles, Objectives and Activities
  • Application Management Roles, Objectives and Activities

Lesson 9TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Generic requirements for technology to support process capability
  • Evaluation criteria for technology and tools for process implementation
  • Project, risk and staffing practices for process implementation
  • Challenges, Critical Success Factors and risks
  • How to plan and implement Service Management technologies

Lesson 10EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap
Learn More
Please type the letters below so we know you are not a robot (upper or lower case):