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ITIL® Operational Support and Analysis

ITIL_OSA
Klausytojų vertinimas

Trukmė: 5 dienos
Kaina:
1 595 € (+ PVM 21%)

Apie mokymus:

Course outline

The ITIL® Operational Support and Analysis Intermediate Certificate forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of the operational support processes and roles across the Service Lifecycle. The course is inclusive of courseware, examinations, refreshments and post course tutor support.

This course will enable delegates with a Foundation level knowledge of IT Service Management to apply good practice across the Service lifecycle in processes pertaining to Operational Support and Analysis. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Operational Support and Analysis worth 4 credits¹.

Course objectives:

This course will enable participants to:
Understand the importance of Service Management as a Practice;
Recognise the importance of Operational Support and Analysis while providing service;
Appreciate how all processes in Operational Support and Analysis interact with other Service Lifecycle Processes;
Identify the processes, activities, methods and functions used in each of the Operational Support and Analysis processes;
Identify the Service Operations and Operational Support roles and responsibilities;
Explain how to measure Operational Support and Analysis;
Understand the technology and implementation considerations surrounding Operational Support and Analysis and the associated Challenges and Risks.

Mokymai skirti:

This course is aimed at individuals who have attained the ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications. It will benefit delegates who require a deep understanding of Operational Support and Analysis processes and how they may be used to enhance the quality of IT service support. Individuals who may find this course of interest include IT professionals that are working within an organisation that has adopted and adapted ITIL® and who need to be informed about and contribute to a service improvement programme, as well as operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management, and who wish to enhance their role-based capabilities.

Dėstytojas: Kiti


Mokymų temos:

1. Operational Support and Analysis in the Context of the Service Lifecycle
-   Service Management as a Practice
-   What is Service?
-   Service Management and Business Value
-   Processes in the Service Lifecycle
-   Service Operation Fundamentals
2. Event Management
-   Goal, Objectives and Scope
-   Key Concepts and Activities
-   Event Management and Information Management
-   Key Metrics
3. Incident Management
-   Goal, Objectives and Scope
-   Key Concepts and Activities
-   Incident Management and Information Management
-   Key Metrics
4. Request Fulfilment
-   Goal, Objectives and Scope
-   Key Concepts and Activities
-   Request Fulfilment and Information Management
-   Key Metrics
5. Problem Management
-   Goal, Objectives and Scope
-   Key Concepts and Activities
-   Problem Management and Information Management
-   Key Metrics
6. Access Management
-   Goal, Objectives and Scope
-   Key Concepts and Activities
-   Access Management and Information Management
-   Key Metrics
7. Service Desk
-   Role and objectives
-   Service Desk Structures and Staffing Options
-   Outsourcing Considerations
-   Key Metrics
8. Technical Management
-   Role, Objectives and Activities
-   Organisation Structures
-   Metrics and Documentation
9. IT Operations Management
-   Role, Objectives and Activities
-   Organisation Structures
-   Metrics and Documentation
10. Application Management
-   Role, Objectives, Principles and Activities
-   Lifecycle and Organisation
-   Roles and Responsibilities
-   Metrics and Documentation
11. Service Operation Roles, Responsibilities and Organisation Structures
12. Technology and Implementation Considerations
13. Challenges, CSFs and Risks

Examination:
Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
90 minutes
70% pass mark, distinction mark to be confirmed


Susiję kursai

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3 dienos ITIL® Service Strategy 1 500 € (+ PVM 21%)