ITIL Service Capability: Operational Support and Analysis Classroom Live Bloomington, MN May 06, 2019

Price: $2,695

This course runs for a duration of 5 Days.

The class will run daily from 9:00am CST to 5:00pm CST.

Class Location: Bloomington - Bloomington, MN.

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Description

NOTE: This course is only available by customer request. If you are interested in taking this course, please call 651-905-3729 or submit a request for a date.

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.

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

What You'll Learn:

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

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

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Course Overview

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

Prerequisites

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 Service Capability: Operational Support and Analysis Classroom Live Bloomington, MN May 06, 2019

Price: $2,695

Enroll today to reserve your spot!

Description

Course Overview

Prerequisites

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