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ITIL Operational Support & Analysis


5 Days
Classroom Session   |  
3 Days
Live Online

Expertise Level: Intermediate
Certification
Classroom Registration Fees
Individual:
$2895.00
Private Onsite Package

This course can be tailored to your needs for private, onsite delivery at your location.

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Overview

This ITIL training course immerses you in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course uses an engaging case study-based approach to learning the core disciplines of ITIL best practices, and it positions you to successfully complete the associated exam. The exam will be offered on the last day of the course.

Importance of Service Management as a practice concept and Operational Support and Analysis principals, purpose, and objective
The importance of ITIL Operational Support and Analysis while providing service
How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle Processes
Processes, activities, methods, and functions used in each of the ITIL Operational Support and Analysis processes
How to use the ITIL Operational Support and Analysis processes, activities, and functions to achieve operational excellence
How to measure ITIL Operational Support and Analysis
Importance of IT Security and its contributions to ITIL Operational Support and Analysis
Technology and implementation considerations surrounding ITIL Operational Support and Analysis challenges, critical success factors, and risks associated with ITIL Operational Support and Analysis
Upcoming Dates and Locations
Guaranteed To Run

There aren’t any public sessions currently scheduled for this course, but if you fill out the form below, we can tell you about how we can bring this course to you!

Course Outline

1. Introduction and Service Management as a Practice

  • Good Practice in IT Service Management
  • Service Management and Services
  • Functions
  • The Purpose of the Service Lifecycle
  • Operational Support and Analysis
  • Interfaces to Other Service Management Lifecycle Stages
  • Generic Roles in Service Management

2. Event Management

  • Purposes, Goals, and Objectives
  • Event Management Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Event Management Triggers
  • Inputs, Outputs, and Inter-Process Interfaces
  • Information Management
  • Metrics and Measurement
  • Challenges, Critical Success Factors, and Risks
  • Designing for Event Management
  • Event Management Roles

3. Incident Management

  • Purposes, Goals, and Objectives
  • Incident Management Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management
  • Incident Management Metrics
  • The Contribution of CSI to Incident Management Metrics
  • Challenges
  • Critical Success Factors and Risks
  • Incident Management Roles

4. Problem Management

  • Purposes, Goals, and Objectives of Problem Management
  • Problem Management Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Problem Management Process
  • Triggers, Inputs, Outputs, and Inter-Process Interfaces
  • Information Management
  • Measurement and Metrics in Problem Management
  • Challenges, Critical Success Factors, and Risks
  • Problem Management Roles

5. Access Management

  • Purposes, Goals, and Objectives of Access Management
  • Access Management Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Inter-Process Interfaces
  • Information Management
  • Access Management Metrics
  • Challenges, Critical Success Factors, and Risks
  • Access Management Roles

6. Request Fulfillment

  • Purposes, Goals, and Objectives
  • Request Fulfillment Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Inter-Process Interfaces
  • Information Management
  • Request Fulfillment Metrics
  • Challenges, Critical Success Factors, and Risks
  • Request Fulfillment Roles

7. Functions

  • Functions in Service Operations
  • Technical Management
  • IT Operations Management
  • Application Management

8. Service Desk

  • Roles of the Service Desk
  • Service Desk Objective
  • Service Desk Organizational Structures and Considerations
  • Staffing the Service Desk
  • Service Desk Metrics
  • Outsourcing the Service Desk

9. Technology Considerations

  • Generic Requirements for ITSM Technology
  • Evaluating Service Management Technology
  • Benefits of Project Management in Service Operations
  • Assessing and Managing Risk in Service Operation
  • Supportability of Services
  • Challenges, Risks, and Critical Success Factors
  • Planning and Implementing Service Management Technologies

10. Exam Preparation/Mock Exam

11. Exam

Who should attend
  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
Pre-Requisites
  • Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided to ASPE, Inc. 20 days prior to the start of class. Please e-mail certification information to customerservice@aspeinc.com, or call 877-800-5221.
  • Two to four years of relevant work experience
  • To prepare for the end-of-class exam, it is recommended that you review the ITIL publication Service Operation (ISBN 10: 0113310463) and complete at least 12 hours of personal study

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