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

Fill in the form below & we'd get back to you.

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

 

Enquire Now


----- OR -------

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

ABOUT Nottingham

Nottingham is a town under the unitary administration of Nottinghamshire. It is 128 miles far from London. It is the seventh biggest urban area of the Great Britain. It is located in The East Midland territory of the UK. It is nearby low hills surfaces along river Trent lower valley. It is the seventh biggest urban area of the Great Britain. It has prominent industries such as Bicycle, Rayleigh and tobacco. During the Industrial transformation, due to lace making business and textile industries, this city flourished both the way i.e volume and wealth.

It gained extensive acceptance from major contributors such as Boots the chemist, Raleigh bikes and Players Cigarettes. The city also rated insufficiency level world city and Alpha city by the think-tank group of Globalization and World Cities Research Network. The city has biggest publicly possessed bus network in the UK and it has an outstanding public transport system. It is one of the six nominated cities of science catering 15000 businesses of IT sector including environmental technologies, biomedical sciences and advanced engineering.

History

The city exits date earlier than Anglo-Saxon era. The city is known as Place of Caves. A large number of caves found in the outskirts of the town. “Snotingaham” name came into existence during the rule of Saxon. The river Leen has a castle on the outcrop of sandstone. The Anglo Saxon was confined Up to Lace Market of today. The fortification of the town happened to save from attacks. The proper ditches were also constructed so that it leads to saving from Norman Conquest. Supporters of Prince John occupied the castle during the return of Richard the Lionheart. Later on, it was surrounded by Richard. A sharp conflict happened and again captured by Richard. During the 15th century, Nottingham got famous in exporting the religious sculptures. A famous German traveller visited the town in mid-17 century. He said Nottingham is the most beautiful and modern town in the outskirts of London. Industrial revolution booms the textile industry. During the Second World War, the industry saw sharp fall.

Governance

Nottingham city council is looking after administrative work of the city. Each councillor looks after its ward.The duration of the councillors is 4 years. The city also has lord mayor but he has no executive and formal power. There are total 3 parliament seats in the region.

Education

Education is administered by the unitary of the city, managed by Nottingham City Council. Their main aim is to give high-quality knowledge, research and professional education. There are two main universities and their various campuses in the city, providing education to more than 60 thousand students annually. The city also has several sixth form academies and colleges which provide training and education to the adults.

Attractions and architecture

The city became famous for its historic buildings, memorials, landmarks, monuments and statues. Most famous and worthwhile attraction to visit is Nottingham Castle, includes an art gallery and museum. Other famous landmarks are ancient sandstone caves, Wollaton Hall, Old Market Square, Lace Market, Highfields Park, Green’s Mill and Science Centre, The Great Central Railway and Galleries of Justice Museum. The city also entertains many great festivals and ceremonies. Among that the most popular is Nottingham Goose Fair.  Apart from these, the city has most energetic first-class shopping centers, restaurants, bars, theatres, museums and art galleries.  

Sports

Nott County is the professional football club. Nottingham is going to bid as host of 2018 FIFA world cup for the country. The city would receive if successful in the bid. The Trent Bridge acts as a playground for the County cricket club. Other major games are Rugby, marathon, Ice hockey and boxing.

Overview of ITIL® 2011 Edition

Information Techno...