ITIL® Capability: Operational Support & Analysis - Course Description

 

 

This course focuses on the implementation and management of the processes and function involved in providing users support and increasing IT infrastructure stability. These include effective Event Management, Incident Management, Request Fulfilment, Problem Management, and Access Management Processes, complemented by effective Technical Management, IT Operations Management, Application Management and Service Desk Functions.

 

It is aimed at optimising the quality of service by responding to customer issues and requests in a controlled and time-effective manner, while also preventing reoccurrence of faults in the IT infrastructure.

Objectives

Course work is completed in one five-day session during which participants will learn how to effectively implement, manage and optimise the Operational Support and Analysis (OSA) processes. Participants will be prepared to sit the associated ISEB certification examination at the end of the course.

What You Will Learn

  • The importance of Service Management as a Practice concept
  • The importance of Operational Support and Analysis while providing service
  • How all processes in Operational Support and Analysis interact with other Service Lifecycle processes
  • The processes, activities, methods and functions used in each of the Operational Support and Analysis processes
  • How to use the Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure Operational Support and Analysis
  • The importance of IT Security and its contributions to Operational Support and Analysis
  • Technology and implementation considerations surrounding Operational Support and Analysis
  • The challenges, Critical Success Factors and risks associated with Operational Support and Analysis
  • Continual Service Improvements (CSI) as a consequence of effective Operational Support and Analysis
  • Take and pass the exam for the Capability Certificate in Operational Support and Analysis

Who Should Attend?

This course is designed for those who require a deep understanding of OSA processes and/or operational staff involved in OSA processes who wish to enhance their role-based capabilities.

Learning Method

This course is instructor led with limited class size. Participants undertake practical activities to ensure understanding of concepts and terminology.

Pre-Requisites

  • The ITIL Foundation Certificate.
  • Before taking the Practitioner examination the candidate must have attended accredited training and successfully completed the practical assignments.
  • Upon completion of the course it is expected the candidate will need to perform 4-8 hours of self-study prior to the examination.