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 Reading
29-07-2019 £4495.00

About Reading

Reading is a vast and a famous town located in Berkshire, England. It is a county city of England. In the Medieval period Reading was an important centre for trade. Reading Abbey was one of the richest monasteries in medieval England that have strong royal connections. During English Civil war, this town was severely affected. During the 19th century, Great Western Railway came and the brewing, baking and seed growing businesses developed. At present Reading is a major commercial centre due to the involvement of insurance and information technology. Economy Reading is an important centre of trade in Southern England and Thames Valley. This town has headquarters of various British Companies and foreign Multinationals UK offices.

Businesses and Markets

It is also a major retail centre. It is located close to London, and sometimes it is known as part the London Commuter Belt. Large companies in Reading include ING Direct, Microsoft, Oracle, Hibu and BG group, they have their headquarters here in Reading. Other significant businesses in Reading include Ericsson, Symantec, Verizon Business, Agilent Technologies, Cisco and Commvault. These are located in Reading, outside the borough boundary and some in Thames Valley Park, Arlington Business Park and Green Business Park.

This town is a major centre for shopping. It was placed as the 16th best performing retail centres in the UK in an independent poll conducted in the year 2007. The major shopping street is Broad Street that is located between Broad Street Mall in the west and The Oracle in the east. In Reading, there are three leading departmental stores namely House of Fraser, Debenhams and John Lewis Reading. Apart from two major shopping malls, this town also has three small shopping arcades namely The Walk, Harris Arcade and The Bristol. There is no indoor market in Reading, and a street market is located on Hosier Street. Farmer’s Market in Reading operates on two Saturdays a month.

 Education

In the year 1125, Reading School was founded, and it is the 16th oldest school in England. In Reading, there are 37 state primary schools, six state secondary schools within the borough along with the various private schools, nurseries and independent schools. The University of Reading was created in 1892, and it is an affiliate of Oxford University. In 1904 this university moved to London Road Campus and in 1947 to new Whiteknights Campus. This university took over the Bulmershe College of Higher Education which was a teacher training college. Henley Management College is located in Buckinghamshire, and it is about 10 miles from Reading. Later it was taken over in 2008 and became Greenland’s Campus. The University of West London maintains its presence due to its higher education students. Reading also has some English language Schools that include ELC London Street, English Language Centre and Eurospeak Language School.

 

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