ITIL Operational Support and Analysis
5 days Instructor-Led


 

This five day course immerses students in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. Successful implementation of ITIL Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL Operational Support and Analysis Certification Exam. Who should attend: This course is valuable for IT professionals involved in IT Service Management implementation and improvement programs and those who want to achieve ITIL Operational Support and Analysis certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

At Course Completion At the end of this five day course, the student will gain competencies and prepare to: Outline key activities for the Operational Support and Analysis processes in the context of the Service Lifecycle Achieve operational excellence by using the Operational Support and Analysis processes, activities and functions Evaluate the success of Operational Support and Analysis by applying key metrics Managing incidents and events in the provision of IT services Return to normal operations Provide quick and effective access to standard services Eliminate recurring incidents and minimizing unpreventable incidents Take the ITIL Operational Support and Analysis Certification Exam

Prerequisites

Students should hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate. Before taking the course, it’s recommended (though not required) that candidates have approximately two years exposure to basic concepts in IT and related work experience. The course materials, lectures, and lab exercises are in English. To benefit fully from our instruction, students need an understanding of the English language and completion of the prerequisites.

Course Outline

Introduction and Overview Service Management as a practice The Service value proposition The role of Operational Support and Analysis processes in the lifecycle How Operational Support and Analysis supports the Service Lifecycle Core Service Operation Processes: Event Management The purpose, goal and objectives of Event Management Explaining triggers Using metrics to check effectiveness and efficiency Employing active and passive monitoring tools Incident Management Managing the Incident Lifecycle Interaction with design services Incident Management involvement on Information Management Request Fulfillment Scope of the processes Dealing with service requests from users How metrics can verify effectiveness and efficiency of the Request Fulfillment process Problem Management Managing the lifecycle of problems Value to the business and the Service Lifecycle Triggers, input and output to other processes Access Management Policies, principles and basic concepts Managing authorized user access Executing Security and Availability Management policies Challenges and critical success factors Establishing metrics to ensure process quality Common Service Operation Activities Mainframe, server and network management Storage, database services and directory services Desktop support and middleware Internet/Web, facilities management and information security Service Desk Establishing the Service Desk objectives Organizational structures and staffing options Providing a single point of contact Measuring effectiveness and efficiency Impact of Service Desk on customer perception Reasons and options for outsourcing the Service Desk Technical Management Role and objectives Organization structure Balancing skill levels, utilization and cost Metrics and documentation IT Operations Management Performing ongoing management and maintenance Turning plans into action Building repeatable, consistent actions Application Management Role, objectives and principles Identifying functional and management requirements Generic activities and organization Design and deployment Support and improvement Metrics and documentation Organizing Service Operations: Roles and responsibilities Service Desk and technical management Operations and applications management Event, incident and request fulfillment Problem and access management Service Operation organization Options for organizing: technical specialties, activities, processes, geographies Hybrid Service Operation organization structures Technology and Implementation Considerations Generic requirements and evaluation criteria Managing change in Service Operations Planning and implementing Service Management technologies Assessing and managing risks