Overview

This 5 day instructor led course is one of four Capability courses that fit into the intermediate stream for ITIL® Version 3 certification. It is a free-standing qualification but it is also a module contributing to the ITIL® Expert in IT Service Management Certificate.

The Operational Support and Analysis Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• The Service Desk
• Technical Management
• IT Operations Management
• Application functions

Key Learning Objectives
 
Attendance on this course will:

• Provide core knowledge of 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®.
• Provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
• Prepare delegates for the ITIL® Capability examination in Operational Support & Analysis

Who will benefit?

• Individuals who have attained the V3 ITIL® Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL® certifications
• Individuals who require a practical understanding of the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service within an organisation
• Operational staff involved in Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management and the Service Desk, Technical Management, IT Operations Management and Application functions who wish to enhance their role-based capabilities

Content / Syllabus 

The ‘core’ content of this course includes:

• Service Management as a Practice and Service Operation Principals.
• Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis.
• Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service.
• Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels.
• Request Fulfilment which fulfils a request 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 which prevents problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
• Access Management which 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 for IT services, and IT Service Continuity Management.
• Common Service Operation activities related to Service Operation and Support.
• Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management.
• Service Operations and Support Service Operation roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks

Examination & Qualification

The course is a part of the ITIL® v3 Intermediate qualification scheme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. The pass mark will be 65% or higher.
Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

See the course location and schedule page to book your place on this course.