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You Will Learn How To
- 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
Course Benefits Successful implementation of ITIL operational support and analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimise the OSA processes and gain the skills required to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam.
Who Should Attend This course is valuable for those who want to achieve ITIL Intermediate Qualification: Operational Support and Analysis Certification. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.
Workshop Course Through workshops, you gain knowledge of the OSA processes. Workshops include:
- Implementing a service desk using ITIL guidelines
- Defining incident models
- Analysing incidents
- Applying problem-solving techniques and investigating the root cause
- Identifying request fulfillment interfaces
Important Course Information - Precourse reading required
- Approximately 1 hour of home study each evening
- Course includes a high degree of practical assignment work
- Course fee includes the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam
- The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day
Exam Entry Criteria Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route. Two to four years of professional experience working in IT service management is highly desirable.
It is also recommended that candidates: -
Can demonstrate familiarity with IT terminology and understand operational support and analysis within the context of their own business environment;
- Have experience working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines: event management, incident management, request fulfillment, problem management, access management, service desk, technical management, IT operations management, and application management; and
- Complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Operation core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.
Course Content Introduction and Overview
- Service management as a practice
- The service value proposition
- Optimising 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
- Explaining triggers, inputs, outputs and the process interfaces
- Using critical success factors to check effectiveness and efficiency
- 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 on information management
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
- Analysing critical success factors to check efficiency
Access management
- Policies, principles and basic concepts
- Managing authorised 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
- Organisational 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
- Analysing 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
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Course Dates
UK Dates | | 28 May - 1 Jun | London enrol | | 24-28 Sep | London enrol | | 21-25 Jan | London enrol | US East Coast Dates | | 27 Feb - 2 Mar | Washington, DC enrol* | | 26-30 Mar | New York enrol* | | 16-20 Apr | Washington, DC enrol* |
*New York and Washington DC Courses – Available online with a run time of 2pm to 9pm BST. For AnyWare enrolments, please register at least 10 days prior to the start of the course. Mainland Europe Dates | | 28 May - 1 Jun | Brussels enrol | | 21-25 Jan | Brussels enrol |
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