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 Warrington
27-08-2019 £6499.00

About Warrington

Situated on the banks of River Mersey 20 miles from east of Liverpool and as many miles west of Manchester, Warrington is a unitary authority with an estimated population of 208,800 as of 2016. Said to have been founded by the Romans, Warrington was established by the Saxons as a new settlement. During the Middle Ages , Warrington came up as a market along the lower bridging points of the River Mersey. Since then Warrington has been known for textile as well as tools manufacture.

Warrington started to expand and even progress at the time when Industrial Revolution was taking place in the 18th Century and the River Mersey was made traversable. The modern Borough of Warrington came into existence in 1974 when the previously County Borrough of Warrington merged with part of Golborne Urban District, the Lymm Urban District, part of the Runcorn Rural District, the Warrington Rural District and part of the Whiston Rural District.

Industrial history

Warrington started accepting the Industrial Revolution as it became a manufacturing town and a centre of steel (particularly wire). Other industries that found growth during the period were textiles, brewing, tanning and chemical industries. Due to the Industrial Revolution , the navigational properties of the River Mersey had to be improved upon which also led to the building of canals. Warrington prospered when the steam age arrived. This meant better transport and a source of power to its mills and factories.

More Facts

  • In 1981, Warrington became the first place that field a candidate to the newly found Social Democratic Party
  • IKEA opened its first British store in Warrington in 1987 providing more than 200 jobs in the area.
  • Dr Benajmin Paterson gave the first MMR vaccine in the UK at Warrington General Hospital in 1971.
  • In March 2017, Warrington made a bid for the UK City Of Culture for 2021 but was unsuccessful.

 

More