ITIL® Service Capability: Operational Support and Analysis

In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.

The main process and function focus areas of this course include:

Event management process
Incident management process
Request fulfillment process
Problem management process
Access management process

The organizational functions focused on in this course include:

Service desk
Technical management
IT operations management
Application management

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Certification:

ITIL Intermediate Qualification: Operational Support and Analysis Certificate

View Entire Schedule

Importance of service management as a practice concept and operational support and analysis principals, purpose, and objective
Importance of ITIL operational support and analysis while providing service
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, key performance indicators (KPIs), critical success factors (CSFs), and risks

Viewing outline for:

Classroom Live Outline

1. Service Operation Practices

Business Value of Operational Support and Analysis
Scope of Operational Support and Analysis Processes and Functions
How Operational Support and Analysis Activities Support the Service Lifecycle
Optimizing Service Operation Performance

2. Event Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Event Management Process
Challenges and Risks

3. Incident Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Incident Management Process
Challenges and Risks

4. Problem Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Problem Management Process
Challenges and Risks

5. Request Fulfillment Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Request Fulfillment Process
Challenges and Risks

6. Access Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Access Management Process
Challenges and Risks

7. Service Desk Function

Service Desk Role
Objectives
Different Service Desk Organizational Structures
Service Desk Staffing Considerations
Measuring Service Desk Performance
Issues and Safeguards to Consider When Outsourcing the Service Desk

8. Common Operational Support and Analysis Functions

Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions

9. Improving Operational Support and Analysis

Relationship Between Business Goals and Metrics to Measure Operational Performance
Service and Process Measurement Frameworks
Rules and Policies for Creating a Successful Reporting Framework
How Operational Support and Analysis Practices Support Continual Service Improvement

10. Technology and Implementation Considerations

Generic Technology Requirements
Evaluation Criteria for Technology and Tools for Process Implementation
Project, Risk, and Staffing Practices for Process Implementation
Challenges, Risks, and CSFs for Implementing Practices and Processes
Planning and Implementing Service Management Technologies

11. Exam Preparation/Mock Exam

12. Exam

1. Service Operation Practices

Business Value of Operational Support and Analysis
Scope of Operational Support and Analysis Processes and Functions
How Operational Support and Analysis Activities Support the Service Lifecycle
Optimizing Service Operation Performance

2. Event Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Event Management Process
Challenges and Risks

3. Incident Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Incident Management Process
Challenges and Risks

4. Problem Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Problem Management Process
Challenges and Risks

5. Request Fulfillment Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Request Fulfillment Process
Challenges and Risks

6. Access Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Access Management Process
Challenges and Risks

7. Service Desk Function

Service Desk Role
Objectives
Different Service Desk Organizational Structures
Service Desk Staffing Considerations
Measuring Service Desk Performance
Issues and Safeguards to Consider When Outsourcing the Service Desk

8. Common Operational Support and Analysis Functions

Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions

9. Improving Operational Support and Analysis

Relationship Between Business Goals and Metrics to Measure Operational Performance
Service and Process Measurement Frameworks
Rules and Policies for Creating a Successful Reporting Framework
How Operational Support and Analysis Practices Support Continual Service Improvement

10. Technology and Implementation Considerations

Generic Technology Requirements
Evaluation Criteria for Technology and Tools for Process Implementation
Project, Risk, and Staffing Practices for Process Implementation
Challenges, Risks, and CSFs for Implementing Practices and Processes
Planning and Implementing Service Management Technologies

11. Exam Preparation/Mock Exam

ITIL Foundation Certification (v3 or newer) required
Two to four years of relevant work experience
To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publicationService Operation (2011 Edition, ISBN 9780113313075) and complete at least 12 hours of personal study

ITIL® Foundation

ITIL® Intermediate Certification Prep

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

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Strategic and Business Management = 15
Technical Project Management = 15

Total = 30

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ITIL® Service Capability: Operational Support and Analysis

Course Overview

Certification:

Schedule

What You'll Learn

Outline

Classroom Live Outline

1. Service Operation Practices

2. Event Management Process

3. Incident Management Process

4. Problem Management Process

5. Request Fulfillment Process

6. Access Management Process

7. Service Desk Function

8. Common Operational Support and Analysis Functions

9. Improving Operational Support and Analysis

10. Technology and Implementation Considerations

11. Exam Preparation/Mock Exam

12. Exam

1. Service Operation Practices

2. Event Management Process

3. Incident Management Process

4. Problem Management Process

5. Request Fulfillment Process

6. Access Management Process

7. Service Desk Function

8. Common Operational Support and Analysis Functions

9. Improving Operational Support and Analysis

10. Technology and Implementation Considerations

11. Exam Preparation/Mock Exam

Prerequisites

Who Should Attend

PDUs

Follow-On Courses

Exam Guarantee

Course Delivery