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.

  • black-arrow

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

  • black-arrow

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

  • black-arrow

    Pearce Mayfield provides best quality training at an affordable price

  • black-arrow

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

  • black-arrow

    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
exam

Exam(s) included

exam

Certificate

exam

Key Learning Points

exam

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.

More

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
More


ITIL® Service Capability - Operational Support and Analysis Schedules

Course Name Duration Dates Price
ITIL® Service Capability - Operational Support and Analysis 5 days Maidstone
18-11-2019 £4495.00
ITIL® Service Capability - Operational Support and Analysis 5 days Maidstone
26-05-2020 £4495.00
ITIL® Service Capability - Operational Support and Analysis 5 days Maidstone
28-09-2020 £4495.00

About Maidstone

Maidstone is county town of Kent, England which is linked to and heirRochester Thamestuary by the River Medway that runs in the centre of town. Being a venue of Pearce Mayfield, it is equipped with the updated resources that help the delegates hone  skills in their nearby locale. At Maidstone a candidate can upgrade skills such as PRINCE2, Lean Six Sigma, Risk Management, Value Management, PMP, Scrum, ITIL, and Business Analysis. 

History

The existence of Maidstone according to various archaeological finds can be dated back to the Neolithic period. The architecture found in the  towns, villas and roads is similar to that of the Romans. The Norman rulers established a shire-moot at this place. Religious organisations established a monastery at Boxley, colleges for the ecclesiastics and hospitals. During the medivial ages, what was once a place of executions is now known as the suburb of Penenden Heath.

Maidstone's became a town in 1549 but this status was  briefly revoked  before a new charter in 1551 established it as a borough. The charter was approved under the rule of James 1 In 1691when Maidstone received its coat of arms bearing a golden lion and a river. Maidstone is also known for having a crater on Mars planet named as “The Maidstone Crator”.

Governance

  • Members of Parliament

Maidstone is divided between the constituencies of Faversham and Mid Kent and Maidstone and the Weald. Before 1997 even, Maidstone was in the county constituency. The Conservative Helen Grant is Maidstone’s Member of Parliament.

  • Local Government

Social services, education, fire services and minerals, and maintenance of new infrastructure are handled by Kent County Council for which elections are held every four years. In recent elections of 2013, Maidstone depicted a drop in Conservative Party support. 

 Theatre

Theatres include the following:

  • Hazlitt Theatre
  • RiverStage
  • The Exchange Studio
  • Hermitage Millennium Amphitheatre

Museums

  • Maidstone Museum & Bentlif Art Gallery
  • Kent Life
  • Tyrwhitt-Drake Museum of Carriages
More