Overview

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 Intermediate Qualification: Operational Support and Analysis Certification Exam.
Candidates attending the course will be able to:

• Prepare for and take the ITIL Intermediate Qualification: Operational Support and Analysis Exam
• 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

Target Group

This course is valuable for those who want to achieve ITIL Intermediate Qualification: 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.

Through workshops, you gain knowledge of the Operational Support and Analysis processes. Workshops include:

• Managing incidents and events in the provision of IT services
• Returning to normal operations
• Providing quick and effective access to standard services
• Eliminating recurring incidents and minimizing unpreventable incidents

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, inputs, outputs and the process interfaces
• Using metrics to check effectiveness and efficiency
• Employing active and passive monitoring tools

Incident Management

• Managing the Incident Lifecycle
• Identifying process activities, methods and techniques and how they relate to the Service Lifecycle
• Interaction with design services
• Incident Management involvement on Information Management

Request Fulfillment

• Scope of the processes
• The policies, principals and the request model concept
• Dealing with service requests from users
• How metrics can verify effectiveness and efficiency of the Request Fulfillment process

Problem Management

• The objectives of the Problem Management process
• Managing the lifecycle of problems
• Value to the business and the Service Lifecycle
• Identifying triggers, input and output to other processes
• Analyzing metrics to check efficiency

Access Management

• Policies, principles and basic concepts
• Managing authorized user access
• Distinguishing Access Management and Information Management
• Executing Security and Availability Management policies
• Challenges and critical success factors
• Establishing metrics to ensure process quality

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

Service Operation Functions

• Functions of Technical Management, IT Operations Management and Application Management
• How the functions contribute to Operational Support and Analysis
• Identifying the roles of each function
• Distinguishing the objectives of each function
• Analyzing the function's activities

Technology Considerations

• Generic technology requirements
• Evaluation criteria for technology and tooling for process implementation
• Planning and implementing Service Management technologies
• Assessing and managing the project, risk and staffing for process implementation
• Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

• Managing change in Service Operations
• Examining implementation aspects of Service Operation and Project Management
• Assessing and managing risk in Service Operation
• Operational staff considerations in Service Design and Transition
• How to plan and implement Service Management technologies

Prerequisite Entry Criteria

1. ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.
2. Successful completion of an Accredited Course for the module from an ITIL Accredited Training Organization.

Format of the Examination

Type:   8 Complex Multiple choice, scenario based questions   Duration:   90 minutes. Candidates sitting the examination in a language   other than their native language have a maximum of 120 minutes   and are allowed the use of a dictionary   Proctored:   Yes   Open Book:   No   Pass Score:   70%   Distinction Score:   TBC   Delivery:   Paper Based