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 Enquiry

 

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Reach us at 01865 522749 or info@pearcemayfield.com for more information.

About Dublin

Dublin is the largest city and moreover capital of Ireland. It is in Leinster district on the east shore of Ireland. This city has the populace of 1,173,179. In 2016, its population was 1,904,806. It was established as Viking settlement. Since the 17th century, it was rapidly grown in British Empire.

After Ireland conquered, Dublin became the capital of Irish Free State which then renamed as Ireland. As of 2010, it was listed as the global city by GaWC. The GaWC ranked it as at the top of thirty cities in the world. It is a Centre of history and contemporary for education, arts, economy and industry.

Places of Interest:

Landmarks:

Dublin ha many landmarks existed since 100 years. Dublin Castle was built in 1204 on the orders of King John. This castle was built with strong walls and good ditches to protect city and treasure of King. The castle was built with Norman courtyard design abounded by strong walls and each corner has a circular tower for protection.

Parks:

Dublin city council handles around 1500 hectares of parks. The main parks are St Stephen’s Green Park, Herbert Park and Phoenix Park. The Phoenix Park is situated north of the Liffey River and west of city Centre. St Stephen’s Park is adjoined to shopping street of Dublin known as Grafton Street and to a shopping center.

Economy:

By Purchasing Power, Dublin was listed as fourth richest city. By Personal Income, It was listed as 10th richest city. It is 58th costly place to live in. As of 2005, a bulk of employees were employed in Dublin area. The economic growth of city attracted many industries such as brewing, manufacturing and distilling.

The topmost companies such as Google, Microsoft, Yahoo!, Twitter and Accenture have headquarters situated here. The financial services become essential with the foundation of International Financial Services Centre.

 

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