Software

ITIL® Operational Support and Analysis

Background

The ITIL® Intermediate Certificate in Operational Support and Analysis forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of the operational support processes and roles across the Service Lifecycle.

This course will enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice across the Service lifecycle in processes pertaining to Operational Support and Analysis. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Operational Support and Analysis worth 4 credits.

 

Content

This course will enable participants to:

  • Understand the importance of Service Management as a Practice;
  • Recognise the importance of Operational Support and Analysis while providing service;
  • Appreciate how all processes in Operational Support and Analysis interact with other Service Lifecycle Processes;
  • Identify the processes, activities, methods and functions used in each of the Operational Support and Analysis processes;
  • Identify the Service Operations and Operational Support roles and responsibilities;
  • Explain how to measure Operational Support and Analysis;
  • Understand the technology and implementation considerations surrounding Operational Support and Analysis and the associated Challenges and Risks.

 

Topics covered in the course include

 

1. Operational Support and Analysis in the Context of the Service Lifecycle:

  • Service Management as a Practice
  • What is Service?
  • Service Management and Business Value
  • Processes in the Service Lifecycle
  • Service Operation Fundamentals

 

 

2. Event Management:

  • Goal, Objectives and Scope
  • Key Concepts and Activities
  • Event Management and Information Management
  • Key Metrics

 

3. Incident Management:

  • Goal, Objectives and Scope
  • Key Concepts and Activities
  • Incident Management and Information Management
  • Key Metrics

 

 

4. Request Fulfillment:

  • Goal, Objectives and Scope
  • Key Concepts and Activities
  • Request Fulfillment and Information Management
  • Key Metrics

 

 

5. Problem Management:

  • Goal, Objectives and Scope
  • Key Concepts and Activities
  • Problem Management and Information Management
  • Key Metrics

 

 

6. Access Management:

  • Goal, Objectives and Scope
  • Key Concepts and Activities
  • Access Management and Information Management
  • Key Metrics

 

7. Service Desk:

  • Role and objectives
  • Service Desk Structures and Staffing Options
  • Outsourcing Considerations
  • Key Metrics

 

8. Technical Management:

  • Role, Objectives and Activities
  • Organisation Structures
  • Metrics and Documentation

 

 

9. IT Operations Management:

  • Role, Objectives and Activities
  • Organisation Structures
  • Metrics and Documentation

 

 

10. Application Management:

  • Role, Objectives, Principles and Activities
  • Lifecycle and Organisation
  • Roles and Responsibilities
  • Metrics and Documentation

 

 

11. Service Operation Roles, Responsibilities and Organisation Structures

 

 

12. Technology and Implementation Considerations

 

 

13. Challenges, CSFs and Risks