Course Introduction

ITIL® Service Capabilities- Operational Support and Analysis module is one of the certifications in the ITIL® Service Capability work stream. It focuses on the practical application of Operational Support and Analysis practices for enabling event, incident, access, IT operations and technical management in the organisation. The content of ITIL® Service Capability- Operational Support and Analysis is based on the best practice guidance contained in the ITIL® Service Operation publication.

  • Learn how to use ITIL® Operational support and analysis activities and functions for achieving operational excellence

  • PeopleCert accredits all maven Training's ITIL® courses

  • Our Help and support team is available 24/7 for handling the queries of the delegates so that they never feel alone

  • We at Maven Training ensures the best quality services with best offers

  • We provide training with latest official material available

What's included

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Exam(s) included

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Certificate

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Key Learning Points

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Tutor Support

Prerequisites

The delegates must hold ITIL® Foundation Certificate before attending ITIL® Service Capability- Operational Support and Analysis course.

What Will You Learn

  • Learn the importance of service management as the practice concept and operational support
  • Understand the importance of ITIL® operational support and analysis for providing effective
  • Discover various activities, functions and methods used in process of ITIL® operational support and analysis
  • Identify the metrics to measure ITIL® operational support and analysis

Who should take this course

ITIL® Service Capability –Operational Support and Analysis course is designed for following audience:

  • Availability Manager
  • Configuration Manager
  • System Software
  • Application Support
  • Problem Manager
  • Network Support
  • Database Administrator
  • IT Operations Manager
  • Network control and operation

Overview

In ITIL® Service Capability- Operational Support and Analysis course, the delegates will learn the practical aspects of the ITIL® Service Lifecycle and processes associated with it. Our instructor will cover operational-level process activities, methods and approaches for executing these processes practically.

Following are some major process and function areas in the course:

  • Event Management process
  • Request Management process
  • Incident Management process
  • Access Management process
  • Problem Management process

Following are some organizational functions that are focused in this course:

  • Technical Management
  • It Operations Management
  • Service Desk
  • Application Management

Exam:

Each delegate will have to pass an examination that will be conducted at the end of the training to measure comprehension of the body of knowledge. The exam consists of 8 Multiple Choice, scenario based Questions (MCQ’s). For MCQs, four options will be provided, out of which one would be the correct answer. Delegates have to identify the correct answer and proceed for next questions. One will need to have 70 percentage marks to clear the exam. Our trainers will make sure that the delegates have gone through all the concepts of the subject so that they can easily clear the exam in the first attempt.

The exam is 90 minutes, and one needs to complete all questions within this period only. The language used in the exam would be English. In case, someone is not comfortable with English; we can try to provide the exam in another language by consulting our trainer. Selection of language depends upon the comfort of the trainer. All other details regarding exams will be provided during the training by our experts.

 

Course Content

Service Operation Practices

  • Overview of Service Operations
  • Business Value of Operational Support and Analysis
  • Scope of Operational Support and Analysis Processes and Functions
  • How Operational Support and Analysis Activities Support the Service Lifecycle
  • Optimizing Service Operation Performance

Event Management Process

  • Scope and Objectives
  • Business Value
  • Basic Concepts and Terminologies
  • Methods and Techniques of the process
  • Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Event Management Process
  • Risks and Challenges in process

Incident Management Process

  • Scope and Objectives
  • Business Value
  • Basic Concepts and Terminologies
  • Methods and Techniques of the process
  • Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Incident Management Process
  • Risks and Challenges in process

Problem Management Process

  • Scope and Objectives
  • Business Value
  • Basic Concepts and Terminologies
  • Methods and Techniques of the process
  • Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Problem Management Process
  • Risks and Challenges

Request Fulfillment Process

  • Scope and Objectives
  • Business Value
  • Basic Concepts and Terminologies
  • Methods and Techniques of the process
  • Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Request Fulfillment Process
  • Challenges and Risks in the process

Access Management Process

  • Scope and Objectives
  • Business Value
  • Basic Concepts and Terminologies
  • Methods and Techniques of the process
  • Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Access Management Process
  • Risks and Challenges in the process

Service Desk Function

  • Role of Service Desk
  • Objectives
  • Different Service Desk Structures of the Organization
  • Service Desk Staffing Considerations
  • Measuring the performance of Service Desk
  • Issues and Safeguards to Consider When Outsourcing the Service Desk

Common Operational Support and Analysis Functions

  • Role, Responsibilities, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions

Improving Operational Support and Analysis

  • Relationship between Business Goals and Metrics for Measuring Operational Performance
  • Framework for measuring service and process
  • Rules and Policies for Creating a Successful Reporting Framework
  • How Operational Support and Analysis Practices Support Continual Service Improvement

Technology and Implementation Considerations

  • Requirements for Generic Technology
  • Evaluation Criteria for Technology and Tools for Process Implementation
  • Project, Risk, and Staffing Practices for Process Implementation
  • Challenges, Risks, and CSFs for Implementing Practices and Processes
  • Plan and Implement Service Management Technologies

 

ITIL® Service Capability - Operational Support and Analysis Schedules

Course Name Duration Dates Price
ITIL® Service Capability - Operational Support and Analysis 5 days Belfast
01-04-2019
£4489
ITIL® Service Capability - Operational Support and Analysis 5 days Leeds
08-04-2019
£3489
ITIL® Service Capability - Operational Support and Analysis 5 days Canterbury
15-04-2019
£6499
ITIL® Service Capability - Operational Support and Analysis 5 days Chelmsford
15-04-2019
£6499
ITIL® Service Capability - Operational Support and Analysis 5 days Chorley
15-04-2019
£6499
ITIL® Service Capability - Operational Support and Analysis 5 days Guildford
15-04-2019
£6499
ITIL® Service Capability - Operational Support and Analysis 5 days Ipswich
15-04-2019
£6499
ITIL® Service Capability - Operational Support and Analysis 5 days Leicester
15-04-2019
£6499
ITIL® Service Capability - Operational Support and Analysis 5 days Norwich
15-04-2019
£4489
ITIL® Service Capability - Operational Support and Analysis 5 days Oxford
15-04-2019
£6499

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