ITIL® Operational Support And Analysis - ITIL® Training

The Knowledge Academy ITIL® Service Capability - Operational Support and Analysis 5 day course covers the following topics:

Introduction

This course focuses on the Operational Support and Analysis module of the ITIL Service Capability group. It focuses on the support and management of everyday operations such as events, incidents, requests, problems and IT, and how ITIL can be used to improve the execution of these operations, ensuring they meet business needs.

Operational Support and Analysis is a respected ITIL Intermediate qualification, indicating knowledge beyond ITIL Foundation. It also provides 4 credits towards the ITIL Expert qualification.

Prerequisites

You must have achieved the ITIL Foundation certificate or the version 2 to version 3 bridge equivalent before taking this course.

We also recommend purchasing a copy of the official ITIL Operational Support and Analysis Book (ISBN: 9780113314294), which will help you as you study.

Who Should Attend?

The course would suit anybody looking to build on their knowledge of ITIL, including professionals in the following areas:

• Configuration Manager
• Availability Manager
• System Software
• Applications Support
• IT Operations Manager
• Network Control and Operation
• Database Administrator
• Problem Manager
• Network Support

Course Structure

• 3 days of classroom-based training
• A 90-minute exam on the final day

Course Content

The course covers these topics:

Introduction to Operational Support and Analysis:

• The concept of Service Management as a practice
• How it delivers value to customers and the business
• The underpinning processes and functions that support the Service Lifecycle
• Which stages of the Service Lifecycle contribute to Operational Support and Analysis how they interact

Event Management:

• 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
• Efficient Event Management and provide examples of how it is used to ensure Quality Service within OSA
• The benefits and business value that can be gained from Event Management

Incident Management:

• 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
• The measurement model and the metrics that would be used to support Incident Management within OSA practices
• The benefits and business value that can be gained from Incident Management

Request Fulfilment:

• 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
• The measurement model and the metrics that would be used to support Incident Management within OSA practices
• The Benefits and business value that can be gained from Request Fulfillment as related to OSA

Problem Management:

• 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
• A measurement model and the metrics that would be used to support Problem Management within OSA practices
• The benefits and business value that can be gained from Problem Management

Access Management:

• 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
• A measurement model and the metrics that would be used to support Access Management within OSA practices
• The benefits and business value that can be gained from Access Management as related to OSA

The Service Desk:

• 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
• 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 Quality Service within OSA
• A measurement model and the metrics that would be used to support the Service Desk function within OSA practices

Functions:

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

Technology and Implementation considerations:

• Technology requirements for Service Management tools and where/how they would be used within OSA for process implementation
• What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies

ITIL Operational Support and Analysis Examination

• Multiple choice, scenario-based, gradient-scored questions
• 8 questions
• 90 minutes (120 minutes for candidates completing the exam in a language that is not their mother tongue)
• Pass mark is 28/40, or 70%

Why choose The Knowledge Academy?

• We give you a comprehensive courseware folder with presentation slides, quick reference guide, full syllabus and mock exams
• We make the learning experience enjoyable
• We are trusted by globally leading brands such as JP Morgan, HSBC and Sony as a learning partner of choice.
• We provide pre- and post-course support so you never feel alone
• All of our training is hands-on, using real-world examples
• As a market leader, we have an extremely high global pass rate
• Over 90% of our delegates come back to us for further training
• We have the best instructors in the industry which is reflected in our position as the market leader for professional qualifications
• We provide value for money and trained over 25,000 delegates in 2014
• We have some of the most luxurious course venues worldwide

What is ITIL Operational Support and Analysis?

ITIL Operational Support and Analysis is a Service Capability ITIL Intermediate module, meaning it is suitable for those looking to gain specialised knowledge in the area of operational support. It is one of nine ITIL Intermediate modules available for those looking to study beyond ITIL Foundation level.

ITIL® is a registered trade mark of AXELOS Limited

BCS Membership

Included in your professional certification; one year’s free BCS, The Chartered Institute for IT, Associate membership.

Upon passing your examination, make the most of your professional certification and continue your career development with BCS Associate membership. Whether you’re looking for career support through the BCS global skills, training and development framework, SFIAplus, seeking promotion or a network of new contacts, we’re here to support you. BCS membership provides exclusive access to resources, content and opportunities that will enrich your career.

BCS Membership allows you to give back to society. Some of the industry’s challenges are around personal data, health, education, and IT capabilities. By becoming part of the BCS professional community you can get involved and do your bit to make IT good for society.