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 Cambridge
02-09-2019 £4495.00

About Cambridge

Cambridge is famous for its university and is located on the River Cam which is about 50 miles north of London. Because of this university, people of Cambride have best of both the worlds in education. Cambridge has a population of 128,490 including 24,488 students making it the 50th biggest city of England. It is situated at the core of the high-technology Silicon Fen with many industries such as software, Bioscience, educational, administrative and other start-up organisations. According to Times Higher Education World University Rankings, Cambridge University founded in 1209 cut the mustard and  jumped to second place from fourth place in the world. Cambridge university press has among top five universities press in the world. The most famous band in Cambridge is Pink Floyd.

 Governance

Local Government

Cambridge district is served by Cambridge City Council of England. Cambridge Local Authority District is an urban area .Guildhall is the city headquarter. In 1207, King John granted the Cambridge which allowed the appointment of a mayor. Elections are held each year to elect mayor in respective constituency.

Westminster

Parliamentary type of constituency is there. In general elections of 2017, Karen buck and mark field are Member of Parliament (MP) of this constituency.

Geography

 This county town was historically surrounded by low-lying wetlands that have been drained with the expansion of the town. The river calm flows through the village of Grantchester to the south-west.

Climate

The city has almost similar climatic condition to UK which is highly influenced by the gulf stream .Situated at the driest region of great Britain Cambridge's average rainfall falls around 570 mm per year, around half o fthe national average rainfall with some years occasionally falling into the semi-arid (under 500 mm) category.

Demography

Demography is a flexible phenomenon. Acc to 2001 census, about 90% residents are white where 85% of undergraduates and 79% postgraduates are white. Cambridge people mostly engaged in managerial and administrative jobs than manual workers due to good education standard. People have high-level qualification degrees such as Master’s, PhD or Higher National Diploma. The science festival scheduled each year in March and United Kingdom's biggest free science festival. Cambridge poetry festival held biannually for 10 years in the past.

 

 

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