Course Details
ITIL Operations Support and Analysis
  • Course Length: 5 days
  • Course Price: $0
  • Code: ITILOSA
  • Course Mode: ILT
  • Location Date Time
    Brookfield, WI 2012-06-18 09:00:00
    Brookfield, WI 2012-09-24 09:00:00
    Brookfield, WI 2012-12-17 09:00:00
Prerequisite
ITIL v3 Foundation Certification (required) Two to four years of relevant work experience To prepare for the end-of-class exam, it is recommended that you review the ITIL v3 publication Service Operation (ISBN 10: 0113310463) and complete at least 12 hours of personal study The ITIL v3 Foundation certification is required to take the exam at the end of class. Proof of certification must be provided
Audience
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 immerses you in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course uses an engaging case study-based approach to learning the core disciplines of ITIL best practices, and it positions you to successfully complete the associated exam.

  1. Introduction and Service Management as a Practice
  2. Event Management
  3. Incident Management
  4. Request Fulfillment
  5. Problem Management
  6. Access Management
  7. Service Desk
  8. Functions
  9. Technology and Implementation Considerations
  10. Exam Preparation/Mock Exam
  11. Exam

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

  • Importance of Service Management as a practice concept and Operational Support and Analysis principals, purpose, and objective
  • The importance of ITIL Operational Support and Analysis while providing service
  • How all 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, critical success factors, and risks associated with ITIL Operational Support and Analysis