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 Tonbridge

Tonbridge is a place where markets were used to set up in the past. It was not mandatory at all for the smooth conduct of the market but it has potential to hold a market was also recognized as Market town. It comes under the jurisdiction of the Kent County. The population counting took place in 2015. The total population of the town was approximately 40 thousand. The famous river Medway flows through the city. The nearby locations are Royal Tunbridge Wells and Maidstone. The capital city London is 29 miles far from the city.  

History

As per the records of the Domesday Book, the town was recognized as Tonebridge. There is no concrete evidence of the suffix “bridge” but as per the old records there was a bridge belonged either to estate or Tuna. Some old records gave an idea that a large number of streams of high street could also be the reason. Prior to 1870, some also named this city as Tunbridge

Some of the architectures were constructed in the past such as Priory of St Mary Magdalene, Castles and a few more. One part of the city outskirt is known as Dryhill. When William Rufus got the throne, he captured the town with his military power. After some years, the town was again captured by King John immediately signing of Magna Carta. The earl, as well as his son, took the responsibility to save this town. Later on, this city was surrounded by Prince Edward who was the son of King Henry III. After went through a lot of damage, this was again constructed and renovated. Later this becomes an official residence of Edward II

During the medieval era, the City was strategically important for the kingdom. The number of steps had been taken by the king to improve Administration as well as Strategic part. These include the chartered that was issued to built walls around the city to save it from future attacks. Apart from this, the Charter to hold a market, Court Sessions were also issued. It was the mandatory condition that at least Two MP’s attend  Parliamentary sessions. But the construction of the walls had never been done. The “Fosse” commonly a ditch was constructed at that time. During the year of 1552, under the letters, patent of Edward VI Tonbridge school started its services for the town.

In the year of 1880, there was a parliamentary election held in this city and it also witnessed a riot during the election. The actions happened immediately after the announcement of the results of the election where a number of people gathered near the town and they started pelting stones toward winning party followers. At the time, The county’s chief showed exemplary leadership skills by controlling the riot. During 1939 to 1945, a prisoner of the camp is also set up in this city. The exact location of the camp was the junction point of the  Tudeley Lane and Pembury Road.

The Interesting, as well as sad incident of security depot robbery, is also associated with the town’s history. On feb2006, around £ 53 million was stolen from a depot.

Economy

There have been many major industries such as light painting, light engineering, and financial services. Tonbridge along with Tunbridge Wells has been nominated as Regional Hub by the South East Assembly. Since many years the town maintained the status of the market town. The Castle gatehouse a large country park and activities attracted many tourists towards the city. Other exposures facilities are indoor and Outdoor Swimming Pool, a leisure center, and various large sports ground are also included in the number. A lion’s share facilities are subsidized by the government itself.

Overview of ITIL® 2011 Edition

Information Techno...