A Quick Glance

ITIL® Service Capabilities- Operational Support and Analysis course enable the delegates to understand the practical aspects of ITIL® Service Lifecycle and processes linked to the operational support. The primary focus of this course is on the methods and activities of operational level processes and approaches required to execute these processes in practice.

Also, prepare for the ITIL® Service Capabilities- Operational Support and Analysis examination. The delegates will learn how to create a better IT infrastructure by mastering the ITIL® processes on which businesses can rely. Understand the Operational and Support Analysis activities for business and also how OSA interacts and support other activities of ITIL® Service Lifecycle. With the help of OSA deliver excellent performance.

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    Learn to use ITIL® Operational Support and Analysis for achieving operational excellence

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    PeopleCert accredits ITIL® Service Capabilities- Operational Support and Analysis course

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    Pearce Mayfield provides best quality training at an affordable price

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    Courses delivered by our highly experienced and well qualified ITIL® certified experts

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    Our help and support team is always available to handle your queries

The delegates must hold ITIL® Foundation certification before enrolling in ITIL® Service Capabilities- Operational Support and Analysis course.

Following is the target audience for ITIL® Service Capabilities- Operational Support and Analysis course:

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

  • Understand the nature and importance of Service Management
  • Know the importance of ITIL® Service Capabilities- Operational Support and Analysis for providing better quality of services
  • Determine various activities, methods and functions that are used in ITIL® Operational Support and Analysis
  • Understand the metrics required to measure ITIL® Operational Support and Analysis

Course Overview

ITIL® Service Capabilities- Operational Support and Analysis course introduce delegates to the practical application of various practices related to Operational Support and Analysis. This course helps organisations and delegates to manage their day to day operations of IT services and gain a better understanding of implementing these ITIL® processes to provide better support to their customers. During this course, also learn how to resolve the issues related to people, infrastructure and procedures to ensure that the organisation provides high-quality services that meet the requirements of the organisation.

Given below are some key processes and function areas:

  • Event Management Process
  • Incident Management Process
  • Request Management Process
  • Access Management Process
  • Problem Management Process

Examination

ITIL® Service Capabilities- Operational Support and Analysis exam comprise of 8 multiple choice questions. To clear the exam delegates will need to score 70% marks. Our instructors make sure that the delegates learn every concept of ITIL® Service Capabilities- Operational Support and Analysis thoroughly to clear the exam easily. Duration of the exam is 90 minutes. All other details about the examination will be provided during the training by the instructors.

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Course Content

Service Operation Practices

  • Service Operation Overview
  • Scope of Operational Support and Analysis Processes as well as Functions
  • Business Value of OSA
  • Optimise the performance
  • How Operational Support and Analysis activities support the Service Lifecycle

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

Functions of Service Desk

  • Role of Service Desk
  • Objectives of service desk
  • Different Service Desk Structures of the Organisation
  • Considerations for Service Desk Staffing
  • Measure Service Desk performance
  • Issues and Safeguards to consider When Outsourcing the Service Desk

Standard 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 Metrics and Business Goals for measuring Operational Performance
  • Framework for measuring service and process
  • Operational Support and Analysis Practices support CSI
  • Rules and Policies to create a successful Reporting Framework

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 and Risks for implementing Practices and Processes
  • Plan and implement Service Management Technologies
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ITIL® Service Capability - Operational Support and Analysis Schedules

Course Name Duration Dates Price
ITIL® Service Capability - Operational Support and Analysis 5 days Bristol
11-11-2019 £4495.00

About Bristol

Bristol is a county as well as city located on the south west side of England. It has a population of 454,200 in the year 2017. This district has 10th largest population in England, and the 12th largest area in the United Kingdom is Bristol Metropolitan. The modern economy of Bristol is built on aerospace, electronics and creative media industry. In UK Bristol has the largest current community. In Bristol, there are two universities namely University of the West of England and the University of Bristol. It also has various sporting and artistic organisations and venues that include Spike Island, Royal West of England Academy, Ashton Gate, The Arnolfini and the Memorial Stadium. This city is connected to major UK cities via sea, rail, road and air.

Bristol is one of the major tourist destinations in the UK. Publishers Dorling Kindersley selected Bristol in 2009 as one of the top ten cities of World. It is also named as the best town in Britain by Sunday Times. In the year 2015, Bristol has also won EU’s European Green Capital Award.

Education

For education, there are two major institutions in Bristol for higher education namely The University of Bristol which was chartered in the year 1909 and in the year 1925 main building of this university was opened. In 1969 Polytechnic University was opened and by this way, Bristol got its second higher education institute which later became the University of the West of England in the year 1992. In Bristol, University of Law campus is located. This city has more two further education colleges namely South Gloucestershire and Stroud College and City of Bristol College. There are three theological colleges namely Wesley College, Trinity College and Bristol Baptist College. This city has three learning centres, 17 secondary schools and 129 infants, primary and junior schools. This town has the highest number of independent school places in England that include Queen Elizabeth’s Hospital, Redland High School, Bristol Grammar School, Clifton High School, Badminton School, Clifton College and the Red Maids School. Bristol was named as one of the six English Science Cities in the year 2005.

History

This city has a vibrant history. One of the oldest as well as the most impressive buildings of Bristol is Victoria Rooms. This building was used by Oscar Wilde and Charles Dickens for reading purpose. It became the second biggest city in England in the middle of 18th century. City continued to expand, and still, much of its original architecture is present that includes the area around the King Street, Christmas Steps, St Michael’s Hill, Queen Square and the Clifton Village. Since the time of George White, Aerospace industry has been located in Bristol. George White discovered the Bristol Aeroplane Company in the year 1910 at Filton. At present Bristol is a large commercial centre and a famous city for business relocation. In 1982 Watershed was opened which is a First Media Centre of Britain. After around 800 years of history, this town has flourished a lot. Now Bristol stands as the largest city located In the south west of England. 

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