itil® service capability: operational support &...

IOSA www.globalknowledge.es [email protected] (34) 91 425 06 60

ITIL® Service Capability: Operational Support & Ana lysis

Duración: 5 Días Código del Curso: IOSA M étodo de Impartición: Curso Virtual & Classroom(V&C Select)

Temario:

The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of thistraining module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices inservice management as documented in the ITIL Service Lifecycle core publications.The ITIL Intermediate Qualification: The Operational support and analysis (OSA) Certificate is a freestanding qualification, but is also part ofthe ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. Thepurpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industrypractices in service management as documented in the ITIL Service Lifecycle core publications.

Curso Virtual & Classroom (Abierto)

V&C SELECT es una metodología creada por Global Knowledge, nace tras detectar una importante necesidad en los clientes que seencontraban fuera de las ciudades donde impartimos cursos con regularidad, incluso países en donde Global Knowledge no cuenta con unasede propia. Nuestras aulas han sido equipadas con soluciones que permiten recibir alumnos presenciales y alumnos virtuales (remotos), enla misma sala. Hemos hecho grandes inversiones en cámaras de alta definición, sistemas de sonido ambientales, pizarras Smart y cuentas deaulas virtuales, para que en un mismo curso se puedan conectar alumnos de diferentes locaciones, ciudades y países, y puedan interactuarcon nuestros instructores y alumnos presenciales..

Dirigido a:

The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to: ITprofessionals, Business managers, Business process owners, Individuals who require a deep understanding of the ITIL Certificate in theOperational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization; ITprofessionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereaftercontribute to, an ongoing service improvement programme; Operational staff involved in event management process, incident managementprocess,request fulfilment process, problem management process, access management process,service desk, technical management, IToperations management and application management and who wish to enhance their role-based capabilities; Individuals who have attained theITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications; Individuals seeking the ITIL ExpertCertificate in IT Service Management for which this qualification can be one of the prerequisite modules; Individuals seeking progress towardthe ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Objetivos:

This qualification provides a complete management-level Be prepared for the ITIL Operational support and analysisoverview of Continual service improvement including all its examinationrelated activities.

Prerequisitos: Exámenes y certificación

Hold the ITIL Foundation V3 Certificate The Operational support and analysis certificate in IT ServiceManagement. The examination is a 90 minute paper with eight (8)multiple choice, scenario-based, gradient-scored questions normallytaken at the end of the course. The pass mark is 28/40. The examto be charged separately.

Please note you must bring a copy of your ITIL Foundation examcertificate, this is required in order for you to take the exam associatedwith this course.


Siguientes cursos recomendados:

The following courses are recommended for further study:

ITIL® v3 Lifecycle CoursesITIL® v3 Capability Courses


Contenido:

Introduction to operational support andanalysis: line lineline The lifecycle within the OSA context The lifecycle within the OSA context

The scope of OSA processes and The scope of OSA processes andfunctions functions

line Optimizing service operation Optimizing service operation performance.The value to the business of OSA activities performance. Efficient event management and provisionThe event management process inclusive of Efficient event management and of examples showing how it is used toits design strategy, components, activities, provision of examples showing how it is ensure service quality within OSAroles and operation including its used to ensure service quality within OSA The benefits and business value that canorganizational structure, as well as any The benefits and business value that can be gained from event managementinterfaces with other processes be gained from event management The measurement model and the metricsThe incident management process inclusive The measurement model and the metrics that would be used to support incidentof its design strategy, components, that would be used to support incident management within OSA practicesactivities, roles and operation including its management within OSA practices The benefits and business value that canorganizational structure, as well as any The benefits and business value that can be gained from incident managementinterfaces with other processes be gained from incident management The measurement model and the metricsThe request fulfilment process inclusive of The measurement model and the metrics that would be used to support incidentits design strategy, components, activities, that would be used to support incident management within OSA practicesroles and operation including its management within OSA practices The benefits and business value that canorganizational structure, as well as any The benefits and business value that can be gained from request fulfilment asinterfaces with other processes be gained from request fulfilment as related to OSAThe end-to-end process flow for problem related to OSA A measurement model and the metricsmanagement inclusive of design strategy, A measurement model and the metrics that would be used to support problemcomponents, activities, roles and operation that would be used to support problem management within OSA practicesincluding its organizational structure, as well management within OSA practices The benefits and business value that canas any interfaces with other processes The benefits and business value that can be gained from problem managementThe end-to-end process flow for access be gained from problem management A measurement model and the metricsmanagement process inclusive of design A measurement model and the metrics that would be used to support accessstrategy, components, activities, roles and that would be used to support access management within OSA practicesoperation including its organizational management within OSA practices The benefits and business value that canstructure, as well as any interfaces with The benefits and business value that can be gained from access management asother processes be gained from access management as related to OSA.The complete end-to-end process flow for related to OSA. The service desk validation componentsthe service desk function inclusive of design The service desk validation components and activities (e.g. service desk role,strategy, components, activities and and activities (e.g. service desk role, organizational structures, challenges,operation, as well as any interfaces with organizational structures, challenges, issues safeguards, etc.) and how theseother processes or lifecycle phases issues safeguards, etc.) and how these test components are used to ensureThe end-to-end process flow for OSA test components are used to ensure service quality within OSAfunctions (i.e. technical management, IT service quality within OSA A measurement model and the metricsoperations management, and applications A measurement model and the metrics that would be used to support the servicemanagement) inclusive of design strategy, that would be used to support the service desk function within OSA practices.objectives, components, activities, roles and desk function within OSA practices. The benefits and business value that canoperation including it The benefits and business value that can be gained from functions as related toTechnology requirements for service be gained from functions as related to OSA.management tools and where/how they OSA. What best practices should be used inwould be used within OSA for process What best practices should be used in order to alleviate challenges and risksimplementation order to alleviate challenges and risks when implementing service management

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