ITIL Intermediate Capabilities: Operational Support & Analysis (2011 Edition)

IT/Networking/Server/Operating Systems
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If quantity is more than 1, Please add all Attendees' Names /Voucher #/ Learning Credit below separated with a comma. If not specified, we will contact you prior to the class start date. Special Instructions

Course Overview

ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream. The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it. The ITIL® OSA (Operational Support & Analysis) course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Operational Support & Analysis Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Who Should Attend

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions.

Course Objectives

The concept of Service Management as a practice The role of processes in the Lifecycle The purpose, goal and objectives of the Event Management Process The Service Desk Role and concepts The purpose, goal and objectives of the Incident Management Process The purpose, goal and objectives of the Problem Management Process The purpose, goal and objectives of the Request Fulfillment Process The purpose, goal and objectives of the Access Management Process How to plan and implement Service Management Technologies

Course Outline

1 - Course Introduction

2 - OSA Introduction

3 - OSA Functions

  • OSA Functions: The Service Desk
  • OSA Functions: Technical Management
  • OSA Functions: IT Operations Management
  • OSA Functions: Application Management

4 - Event Management

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

5 - Incident Management

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and Risks

6 - Request Fulfillment

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and Risks

7 - Problem Management

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and Risks

8 - Access Management

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and Risks

9 - Technology and Implementation Considerations

10 - Challenges, Critical Success Factors and Risks