ITIL® Service Capability Operational Support and Analysis

Effectively plan and implement processes with ITIL® Service Capability- Operational Support and Analysis

ABOUT THE PROGRAM

ITIL ® Service Capability- Operational Support and Analysis course is one of the qualifications in the ITIL ® Service Capability stream and focus on the practical application of Operational Support and Analysis. This training enables access, event, incident and management within the organisation.

  • ITIL ® Service Capability- Operational Support and Analysis course is accredited by PeopleCert

  • 24*7 availability of help and support team to handle the queries of the delegates

  • We ensure the best quality of training with updates study material

  • Our courses are delivered by highly qualifies and trained instructors

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Exam(s) included

Exams are provided, as part of the course. Obtaining certification is dependant on passing these exams

Includes

Certificate

Delegates will get certification of completion at the end of the course.

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

PREREQUISITES

The professionals who want to attend this course must be ITIL ® Foundation holder.

TARGET AUDIENCE

ITIL ® Service Capability- Operational Support and Analysis course is best suited for the following audience:

  • Application Support
  • Problem Manager
  • Network Support
  • Database Administrator
  • Network control and operation
  • Availability Manager
  • Configuration Manager
  • System Software
  • IT Operations Manager

WHAT WILL YOU LEARN?

  • Learn how ITIL ® Operational Support and Analysis phase interacts with other phases of service lifecycle
  • Understand the importance of ITIL ® Operational Support and Analysis for quality services
  • Discover the metrics to measure the performance of this phase
  • Get to know about the various functions and methods that are used in operational support and analysis

Enquire Program

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PROGRAM OVERVIEW

ITIL® Service Capability- Operational Support and Analysis course provide delegates with the knowledge on practical aspects of the service lifecycle and processes related to it. Our instructor will help the delegates in operational-level process activities that are processed within the organisation.

 

Exam

ITIL® Service Capability- Operational Support and Analysis course will have the following exam pattern:

  • 8 Multiple Choice Questions
  • 70 percent marks are needed to clear the exam
  • Exam Duration- 90 minutes

 

*After completing 4 days of classroom training and successfully passing your Foundation Exam, the fifth day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your Practitioner exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

PROGRAM CONTENT

Introduction: Service Operation Practices

    • Service Operations Overview
    • Scope of Operational Support and Analysis Processes as well as functions
    • Business Value of OSA
    • Optimize the performance
    • How Operational Support and analysis activities support the Service Lifecycle

Introduction: 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

Introduction: 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

Introduction: 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

Introduction: 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

Introduction: 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

Introduction: Functions of Service Desk

    • Role of Service Desk
    • Objectives of service desk
    • Different Service Desk Structures of the Organization
    • Considerations for Service Desk Staffing
    • Measure Service Desk performance
    • Issues and Safeguards to Consider When Outsourcing the Service Desk

Introduction: Standard Operational Support and Analysis Functions

    • Role, Responsibilities, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions

Introduction: Improving Operational Support and Analysis

    • Relationship between Business Goals and Metrics for Measuring Operational Performance
    • Framework for measuring service and process
    • Rules and Policies to create a Successful Reporting Framework
    • How Operational Support and Analysis Practices Support CSI

Introduction: 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, Risks, and CSFs for Implementing Practices and Processes
    • Plan and Implement Service Management Technologies

ITIL® Service Capability - Operational Support and Analysis Enquiry

 

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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Kingston upon Hull

Kingston upon Hull is referred as a port city in the East Yorkshire, England with a population of around 260,200 according to mid-2016 est. It is commonly known as Hull, lies upon the northern bank where river Hull meets the Humber estuary. It is the unitary authority in the east Yorkshire located 154 miles north of London and 25 miles inland from the North Sea. The early settlement of the town can be found back to the 12th century. The port of the town was first used by the monks of the Meaux Abbey for exporting the wool. They selected their ideal place for building the quay at the concurrence of the rivers Hull and Humber. Since there is no clear evidence regarding the exact year of the foundation of the town, but it was first referred in 1193. During the 12th century, the town remained as a market town, trading hub and industrial metropolis.

The town is also known for having municipally owned telephone system since 1902. The Member of Parliament of the town contributed towards the abolition of the slave trade in the country. The town also served the theatre of battle in English civil wars took place between the Royalists and Parliamentarians. The town was severally affected by the Second World War and experienced the phase of post-industrial decline, brought socio-economic problems, unemployment and social deprivation. The town has undergone new housing, commercial and administration projects post the Great recession period in the early 21st century.

History

The early history of the town traced its roots back to the Neolithic period. The access to the flourishing hinterland and navigable rivers attracted the people of the surrounding areas for settlement. The name of the town is suggested to be originated from dwelling place or Vik meaning inlet. The River Hull was the ideal channel for exporting the wool from Meaux Abbey. The royal charter was granted to the town in 1293 by King Edward I and renamed the settlement as Kingston upon Hull. The port was developed into the leading port of the England and also served as a base during the First War of Scottish Independence. The wealth of the city grew with the import of timber and wine along with the export of wool and woollen cloth.

During the middle ages, the trading links of the town were extended all over the world and became the centre of the coastal trading network and booming inland. The town flourished during the 16th and early 17th century and major developmental projects came into existence. The town became strategically important due to the presence of large arms and ammunition firms in the English Civil War. Whaling (Hunting of whales) played a significant role in the growth of the economy until the mid-19th century. The city status was granted to the town in 1897. With the decline of the hunting industry, the focus shifted to the deep sea trawling till the Cod Wars between the United Kingdom and Iceland.

Economy

The economy of the town was based on the seafaring and trading. Earlier, trade was initiated in the merchant’s houses such as Blaydes House and centred on the Hull River, later on, shifted to the Humber docks. In 1970, the fishing industry faced the recession, and the city remained only the busiest port managing 13 million tons of cargo per year. The city is home to the several chemical and healthcare industries including Smith and Nephew and Reckitt Benckiser. After the recession in fishing and heavy industries, the wealth of the town is primarily based on travel and tourism, education, entertainment and retail sector.

Landmarks

The famous places to visit in the city are Streetlife Museum of Transport, The Humber Bridge, Hull Marina, East Park, Ferens Art Gallery, Wilberforce House Museum, Hull Maritime Museum, Hull and East Riding Museum, Hull History Centre and much more exciting places.

Overview of ITIL® 2011 Edition

Information Techno...