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 Solihull
27-08-2019 £6499.00

About Solihull

Solihull  town is located in the West Midlands of England having a  population of 206,700 as per the 2011 Census. Historically in Warwickshire, it is a part of the West Midlands urban area. It is the biggest town in the larger Metropolitan Borough of Solihull besides being its administrative center as well.

Solihull is the most prosperous town of the West Midlands as also the most affluent areas outside of London. In November 2013, SSolihull was termed as the “best place to live in the United Kingdom” by the uSwitch Quality of Life Index. Citizens of Solihull are known as Silhillians. The own carries the motto “Urbs in Rure” meaning “Town in Country”.

The name Solihull is most probably derived from the position of its parish church, St Alphege, which is located on a 'soily' hill. The church was built on a hill of stiff red marl, which turned to sticky mud in wet weather.

Governance

Solihull has 17 wards namely Shirley West, Blythe, Shirley South, Meriden, Elmdon, Lyndon, Smith's Wood, Chelmsley Wood, Dorridge & Hockley Heath, Olton, St. Alphege, Shirley East, Silhill, Kingshurst & Fordbridge, Castle Bromwich, Knowle and Bickenhill. Each of these wards is represented by three councillors at Solihull Metropolitan Borough Council which elects the mayor also.

Solihull town has several suburbs that include Solihull Lodge, Blossomfield, Haslucks Green, Sharmans Cross, Cranmore, Shirley (considered a sub-town of Solihull), Shirley Heath, Hillfield, Monkspath, Widney Manor, Olton, Lode Heath and World's End.

The satellite towns and villages of Solihull include Castle Bromwich, Chelmsley Wood, Cheswick Green, Dorridge, Dickens Heath, Knowle, Balsall Common, Meriden, Hampton in Arden, Hockley Heath, Eastcote, Barston, Bickenhill, Catherine-de-Barnes and Bentley Heath.

People

  • Sir David Baulcombe (b. 1952), Professor of Botany at the University of Cambridge
  • Mark Billingham (b. 1961), novelist, actor and screenwriter
  • Elizabeth Bower (b. 1976), actress
  • Daniel Caines (b. 1979), athlete.
  • Karen Carney (b. 1987), Birmingham, England and Great Britain women's footballer
  • Stephanie Cole (b. 1941), actress
  • Alan Cox (b. 1968), a Linux kernel engineer
  • Matthew Croucher (b. 1983), Royal Marine George Cross holder
  • Lucy Davis (b. 1973), actress and daughter of comedian Jasper Carrott
  • Gary Delaney (b. 1973), British comedian
  • Tommy Godwin (1920-2012), cyclist, twice Olympic medallist in 1948 and President of Solihull Cycling Club.
  • Will Grigg (b. 1991), English-born Northern Irish professional footballer.
  • Amii Grove (1985), glamour model.
  • Richard Hammond (b. 1969), BBC presenter of Top Gear
  • Richard Harrison, scientist
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