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ITIL® v3: Operational Support and Analysis

Course: 995   Type: Workshop   Duration: 5 Days
Quick Enrol  

You Will Learn How To

  • Prepare for and take the ITIL Operational Support and Analysis Certification Exam
  • Outline key activities for the Operational Support and Analysis processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Operational Support and Analysis processes, activities and functions
  • Evaluate the success of Operational Support and Analysis by applying key metrics

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 Operational Support and Analysis processes and gain the skills required to take the ITIL Operational Support and Analysis Certification Exam.

Who Should Attend
This course is valuable for those who want to achieve ITIL Operational Support and Analysis certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshops
Through workshops, you gain knowledge of the Operational Support and Analysis processes. Workshops include:
  • Detecting significant occurrences for the delivery of IT services
  • Returning to normal operations
  • Providing quick and effective access to standard services
  • Eliminating recurring incidents and minimising unpreventable incidents

Course Content
Introduction and Overview
  • Service Management as a practice
  • The Service value proposition
  • The role of Operational Support and Analysis processes in the lifecycle
  • How Operational Support and Analysis supports the Service Lifecycle
Core Service Operation Processes
Event Management
  • The purpose, goal and objectives of Event Management
  • Explaining triggers
  • Using metrics to check effectiveness and efficiency
  • Employing active and passive monitoring tools
Incident Management
  • Managing the incident lifecycle
  • Interaction with design services
  • Incident Management involvement on Information Management
Request Fulfillment
  • Scope of the processes
  • Dealing with service requests from users
  • How metrics can verify effectiveness and efficiency of the Request Fulfillment process
Problem Management
  • Managing the lifecycle of problems
  • Value to the business and the Service Lifecycle
  • Triggers, input and output to other processes
Access Management
  • Policies, principles and basic concepts
  • Managing authorised user access
  • Executing Security and Availability Management policies
  • Challenges and critical success factors
  • Establishing metrics to ensure process quality
Common Service Operation Activities
  • Mainframe, server and network management
  • Storage, database services and directory services
  • Desktop support and middleware
  • Internet/Web, facilities management and information security
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
Technical Management
  • Role and objectives
  • Organisation structure
  • Balancing skill levels, utilisation and cost
  • Metrics and documentation
IT Operations Management
  • Performing ongoing management and maintenance
  • Turning plans into action
  • Building repeatable, consistent actions
Application Management
  • Role, objectives and principles
  • Identifying functional and management requirements
  • Generic activities and organisation
  • Design and deployment
  • Support and improvement
  • Metrics and documentation
Organising Service Operations
Roles and responsibilities
  • Service desk and technical management
  • Operations and applications management
  • Event, incident and request fulfillment
  • Problem and access management
Service Operation organisation
  • Options for organising: technical specialties, activities, processes, geographies
  • Hybrid Service Operation organisation structures
Technology and Implementation Considerations
  • Generic requirements and evaluation criteria
  • Managing change in Service Operations
  • Planning and implementing Service Management technologies
  • Assessing and managing risk

Related Courses
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
  

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ITIL® v3: Operational Support and Analysis
Course Schedule
1 - 5 Dec, 2008
London
16 - 20 Feb, 2009
London
11 - 15 May, 2009
London

 

£ 1,995 - Standard Tuition
Savings Plans
£ 1,225 - 10-Day Training Pass
£ 915 - Flex-Training Passport
£ 1,460 - 10-Training Vouchers
£ 1,560 - 5-Training Vouchers
£ 1,795 - Alumni Gold Tuition

 
Important Course Information
  • Approx. 5 to 8 hours of pre-course preparation
  • 1 hour of home study each evening
  • Course fee includes the ITIL Operational Support and Analysis Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day
 
Special Course Promotions
Note for Passport and FlexPass Holders
An additional fee of £150 is applied for the examination when you use your Passport or FlexPass for this course.
 
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Customer Service or Enrol: 0800 282 353 or +44 1372 364610