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ITIL Training

Operational Support and Analysis Course

from 2,695.00

ITIL® is a registered trade mark of AXELOS Limited, reproduced under licence from AXELOS Limited.  All rights reserved

COURSE DURATION

·      5 Days in class or virtual

COURSE DESCRIPTION

This course provides and overview of the best practices in the service lifecycle around the capabilities required to operational support and analysis as well all of its related activities. This course helps to impart, test, and validate the knowledge on industry best practices in service management as documented in the ITIL core publication particularly the service operation publication.

This course will help attendees gain competency and skills in the following areas:

·      The value to the business of OSA activities

·      The scope of OSA processes and functions: event, incident, problem and access management, request fulfillment and the service desk

·       How OSA activities support the service lifecycle

·      Optimizing service operation performance

·      How the processes in OSA interact with other service lifecycle processes

·      How to use the OSA processes, activities and functions to achieve operational excellence

·      How to measure OSA

·      The importance of IT security and its contributions to OSA

·      Understanding the technology and implementation considerations surrounding OSA

·      The challenges, critical success factors (CSFs) and risks associated with OSA

·      Specific emphasis on the service operation lifecycle processes and roles included in:

o   Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service

o   Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels

o   Request fulfillment, which fulfills a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products

o   Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented

o   Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.

·      Operational activities of processes covered in other lifecycle stages such as:

o   Change management

o   Service asset and configuration management

o   Release and deployment management

o   Capacity management

o   Availability management

o   Knowledge management

o   Financial management for IT services

o   IT service continuity management

·      Organizing for service operation which describes functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management


WHAT YOU GET

·      Expert instructor lead training

·      Electronic copy of the course material

·      Study guide to exist with exam preparation

·      2 official sample exams to prepare for the test

·      Exam fees included

·      Pass or its on us commitment

COURSE OUTLINE

1.     Introduction to operational support and analysis

1.1.  The value to the business of OSA activities

1.2.  The lifecycle within the OSA context

1.3.  The scope of OSA processes and functions

1.4.  Optimizing service operation performance

2.     Event management

2.1.  The event management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes

2.2.  Efficient event management and provision of examples showing how it is used to ensure service quality within OSA

2.3.  The benefits and business value that can be gained from event management

3.     Incident management

3.1.  The incident management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes

3.2.  The measurement model and the metrics that would be used to support incident management within OSA practices

3.3.  The benefits and business value that can be gained from incident management

4.     Request fulfillment

4.1.  The request fulfillment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes

4.2.  The measurement model and the metrics that would be used to support incident management within OSA practices

4.3.  The benefits and business value that can be gained from request fulfillment as related to OSA

5.     Problem management

5.1.  The end-to-end process flow for problem management inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes

5.2.  A measurement model and the metrics that would be used to support problem management within OSA practices

5.3.  The benefits and business value that can be gained from problem management

6.     Access management

6.1.  The end-to-end process flow for access management process inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes

6.2.  A measurement model and the metrics that would be used to support access management within OSA practices

6.3.  The benefits and business value that can be gained from access management as related to OSA

7.     The service desk

7.1.  The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases

7.2.  The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA

7.3.  A measurement model and the metrics that would be used to support the service desk function within OSA practices

8.    Functions

8.1.  The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes

8.2.  The benefits and business value that can be gained from functions as related to OSA

9.     Technology and implementation considerations

9.1.  Technology requirements for service management tools and where/how they would be used within OSA for process implementation

9.2.  What best practices should be used in order to alleviate challenges and risks when implementing service management technologies

WHO SHOULD ATTEND?

·      IT professionals

·      Business managers

·      Business process owners

·      Managers within IT

·      Supervisory staff

·      Team leaders

·      Process owners

·      Process manager

·      Practice leads

·      Principals

·      Service desk/ help desk professionals

·      IT security managers

·      Individuals who require a deep understanding of the ITIL certificate in the planning, protection and optimization processes

·      IT professionals that are supporting an organization that has adopted and adapted ITIL.

·      Operational staff involved in capacity management, availability management, IT service continuity management, security management as well as demand management and those who wish to enhance their role based capabilities

·      Internal or external consultants

·      Individuals seeking to gain the ITIL Expert certification

PREREQUSITES

·      Hold the ITIL V3 or 2011 foundation certificate

·      A basic understand of IT and approximately 2 – 4 years of relevant IT experience

Recommended

·      Demonstrate familiarity with IT terminology and understand the context of the operational support in their own business environment

·      Have some experience working in a service management capacity within a service provider environment in at least one of the following management disciplines:

·      Event management

·      Incident management

·      Request fulfillment

·      Problem management

·      Access management

·      At least 21 hours of personal study prior the start of the class

·      Review of the service design publication

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