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 Leeds
28-10-2019 £4495.00
ITIL® Service Capability - Operational Support and Analysis 5 days Leeds
13-01-2020 £4495.00
ITIL® Service Capability - Operational Support and Analysis 5 days Leeds
08-06-2020 £4495.00

About Leeds

Leeds is located in West Yorkshire, England. During 17th and 18th century Leeds became a major centre for production and trading of wood. Leeds developed as a major mill town during the industrial revolution. Here wool was the dominant industry, but iron foundries, printing, flax and other industries were also important. In the 16th century, Leeds expanded and included the surrounding village to become populous urban. In the year 2016 Leeds has a population of around 781,700 which made it third largest city in the United Kingdom. Leeds within the fourth most populous metropolitan area in the United Kingdom with a population of 2.3 million. Leeds has a diverse economy out of all main employment centres of UK. This city has seen fastest rate of jobs growth in the private sector in the UK. Globalization and World Cities Research Network ranked Leeds as the Gamma World City. This city is also considered as the financial, commercial and economic heart of West Yorkshire Urban Area. Leeds has four universities, and this town has the fourth largest student population, and it is also the fourth largest urban economy. Leeds is the major financial and legal centre in the UK, after London.

Education

Leeds had a population of 183,000 young people aged between 0-19 out of this 110,000 were attending local authority schools in the year 2001. In 2008 Education Leeds provided around 220 primary schools, six special inclusive learning centres and 13 secondary schools. First, three of these secondary schools are Pudsey Grangefield School, Rodillian School and Allerton High School were opened in the year 2008 in September. In Leeds, the largest and the oldest private school is The Grammar School at Leeds. Leeds Girls High School was established in the year 1857. The other main independent schools in Leeds include faith schools serving the Muslim and Jewish Communities. Leeds has three tier system of education that includes first, middle and secondary schools. Later in 1989, it was reverted to two tier system. For Further education at Leeds, Leeds City College, Notre Dame Catholic Sixth Form College, Elliott Hudson College and Leeds College of Building. Leeds has four universities that include University of Leeds, Leeds Beckett University, Leeds Trinity University and Mechanics Institute. There are about 31000 students in University of Leeds out of which 21,500 are full time. Leeds Beckett University has 25,808 students out of which 12000 are full time. The other main higher education colleges are Northern School of Contemporary Dance and Leeds College of Art. By The Independent newspaper survey, Leeds was voted as the best university destination.

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