ITIL Capability: Operational Support & Analysis

ITIL Capability: Operation Support & Analysis -  5 day training course

Building on the principles covered in the ITIL Foundation course, this course delivers a granular view of the the key operational support processes; Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management. In addition it delivers in depth coverage of key support functions namely the Service Desk, Technical Management, IT Operations Management and Application Management.

The course aims to deliver a more mechanical view of how the processes and functions mesh to provide a more business-focussed support function and focuses on assignment based,  practical coursework - working as individuals and in teams.

ITIL Capability: Operation Support & Analysis Objectives

• To prepare delegates for the ITIL® Capability examination in Operational Support and Analysis.
• To provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
• To obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.

 Interested in this ITIL Capability: Operation Support & Analysis training course? Contact Global Knowledge here to find out more

This ITIL Capability: Operational Support & Analysis course is suitable for those who require a deeper understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision within an organisation. Though not limited to this group typical attendees may be Management, Team Leads or Senior technical staff in the support function.

Pre-requisites: It is mandatory that delegates hold the ITIL V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. Prior to the course, it is also recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.

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This 5 day ITIL Capability: Operation Support & Analysis is designed to cover the following areas:

Introduction to Service transition:

• Service Management as a Practice and Service Operation Principles.
• Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis.
• Event Management - Helping to define the process to detect, correlate and escalate events taking place within the IT infrastructure.
• Incident Management - Delivering the capability to bring services back to normal operations as soon as possible, according to agreed service levels.
• Request Fulfilment - Providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products.
• Problem Management - Preventing problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
• Access Management - Grants authorized users the right to use a service, while preventing access to non-authorized users.
• Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management and IT Service Continuity Management.
• Common Service Operation activities related to Service Operation and Support.
• Organizing for Service Operation - Describing functions to be performed within the Service Operation environment such as Service Desk, Technical Management, IT Operations Management, Application Management.
• Service Operations roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks.

Request Information here to find out more about this ITIL Capability - Operation Support and Analysis training course

The examination for this ITIL Capability: Operation Support & Analysis  will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark will be 70 % or more. Successful candidates will be awarded 4 credits towards the ITIL Expert qualification. Exam to be charged separately

The course forms part of the ITIL Intermediate qualification programme. 

The cost of this ITIL Capability: Operation Support & Analysis is £1,550 + VAT per delegate

In House / On Site training - this training can also be delivered on your premises, for you staff, as an on site course with expert instruction and tailoring as necessary.

Please get in touch with the Global Knowledge team here to find out more and discuss pricing