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ITIL
ITIL Operational Support and Analysis
5 Day(s)
REQUEST
PRIVATE SESSION
COURSE DESCRIPTION
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Course OverviewA five day course intended to provide, test and validate knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The course and associated examination are free-standing but also part of the ITIL intermediate capability stream. It is one of the modules that leads to the ITIL Expert Certificate in IT Service Management and carries a credit value of 4 points.ObjectivesThe ITIL Certificate in Operational Support and Analysis (OSA) is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and specifically in the following key ITIL process, role and function areas: • Event management • Incident management • Request fulfilment • Problem management • Access management • Service desk • Technical management • Application management • IT operations management • Technology and implementation considerations Professional QualificationThe qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the ITIL Intermediate Qualification: Operational Support and Analysis Certificate. The qualification is free standing, but also counts as 4 credits towards the ITIL Expert Certification. AudienceThe course and examination are suitable for: • Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service support within an organization • IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme • Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules PrerequisitesStudents wishing to attend this course and take the examination must fulfil the following requirements: • Hold the ITIL Foundation Certificate in IT Service Management (or equivalent) which must be presented as documentary evidence to gain admission • Attend an accredited training course It is recommended that candidates can demonstrate familiarity with IT terminology and understand Operational Support and Analysis within the context of their own business environment and have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the included process and functions.
Price: $3,393
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com
ITIL Operational Support and Analysis

Topics

Introduction to operational supportand analysis


  • Operational Support and Analysis (OSA) terms and core concepts including the value to the business of OSA activities, the lifecycle within the OSA context the scope of OSA processes and functions and optimizing service operation performance



Event management, incidentmanagement, request fulfilment, problem management, access management


  • Each process inclusive of its design strategy, components, activities, roles, operation, organizational structure and interfaces with other processes

  • Efficient execution of the process and examples showing how it is used to ensure service quality within OSA

  • The benefits and business value that can be gained


The service desk


  • The complete end-to-end process flow for the service desk function, its design strategy, components, activities, operation and interfaces with other processes or lifecycle phases

· Service desk validation componentsand activities (e.g. service desk role, organizational structures, challenges,issues safeguards, etc.) and how these test components are used to ensureservice quality within OSA


  • A measurement model and the metrics that would be used to support the service desk function within OSA practices.


Technical management, application management, IToperations management


  • The end-to-end process flow for other OSA functions, design strategy, objectives, components, activities, roles, operation, organizational structure and interfaces with other processes

  • Benefits and business value that can be gained from functions as related to OSA.


Technology and implementationconsiderations


  • Technology requirements for service management tools and where/how they would be used within OSA for process implementation

  • The use of best practices to alleviate challenges and risks when implementing service management technologies

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