ITIL® v3 Intermediate Qualification: Operational Support and Analysis

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 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 optimize the Operational Support and Analysis 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 v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Workshop Course

Through workshops, you gain knowledge of the Operational Support and Analysis processes. Workshops include:

Managing incidents and events in the provision of IT services
Returning to normal operations
Providing quick and effective access to standard services
Eliminating recurring incidents and minimizing unpreventable incidents

Important Course Information

Pre-course reading required
Approximately 1 hour of home study each evening
Course fee includes the ITIL Intermediate Qualification: 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

Exam Entry Criteria

Candidates must hold the ITIL v3 Foundation Certificate or the v3 Foundation Bridge Certificate.

It is also strongly recommended that candidates:

Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management in their own business environment,
Have exposure working in a Service Management capacity within a service provider environment, with responsibility relating to at least one of the following Service Management processes: Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Applications Management,
Complete the pre-course work, which includes reading the Key Element Guide Service Operation, reviewing the certification syllabus and reading the ITIL Service Lifecycle core publications—in particular the Service Operation book—in advance of attending the course.

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, inputs, outputs and the process interfaces
Using metrics 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 metrics 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 metrics to check efficiency

Access Management

Policies, principles and basic concepts
Managing authorized user access
Distinguishing Access Management and Information Management
Executing Security and Availability Management policies
Challenges and critical success factors
Establishing metrics to ensure process quality

Service Desk

Establishing the Service Desk objectives
Organizational 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 Operational Support and Analysis
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 Operations
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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