+44 (0)1202 970910 enquiries@skillsolve.co.uk www.skillsolve.co.uk

Gain the foundational knowledge and skills to plan, implement, and optimise IT processes in this ITIL Service Capability training course. This five-day course will provide you with the foundational knowledge needed to pass the ITIL Intermediate Operational Support and Analysis certification exam, and four credits towards your ITIL Expert certification.

What is ITIL® Intermediate: Operational Support and Analysis?

You will learn how to:

Prepare forand pass the ITIL Operational Support and Analysis (OSA) exam

Outline key activities for ITIL OSA processes

Achieve operational excellence by applying ITIL OSA processes

Verify the success of OSA by evaluating challenges, critical success factors, and risks

Course Outline

ITIL OSA: Introduction and Overview

Service management as a practice

The service value proposition

Optimising operational service performance

The role of OSA processes in the lifecycle

How OSA supports the service lifecycle

Important Course Information

Requirements:

Must hold the ITIL Foundation Certificate (see Achieving ITIL® Foundation Certification)

Recommended Experience:

Basic IT literacy and around two years of IT experience

Course Preparation:

Before your event, you will be sent a Pre-Course Study Guide and the Operational Support and Analysis ITIL Inter-mediate Capability Handbook, which you should read as part of the 12 hours of personal study

You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials

Exam Information:

The ITIL Operational Support and Analysis exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre

Achieving the ITIL Intermediate Qualification: Operational Support and Analysis certificate provides four credits to-ward your ITIL Expert certification

Training Hours

Days 1 - 4 class hours:

9:00 a.m. - 5:00 p.m.

Two 15-minute breaks

60-minute lunch Day 5 class hours:

9:00 a.m. - 4:00 p.m.

Two 15-minute breaks

60-minute lunch

+44 (0)1202 970910 enquiries@skillsolve.co.uk www.skillsolve.co.uk

PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP, and PMBOK are marks of the Project Management Institute, Inc.

Core Service Operation Processes

The purpose, goal and objectives of event manage-ment

Triggers, inputs, outputs and the process interfaces

Using critical success factors to check effectiveness

Employing active and passive monitoring tools

Managing the incident lifecycle

Identifying process activities, methods and tech-niques and how they relate to the service lifecycle

Interaction with design services

Incident management involvement

Scope of the processes

The policies, principles and the request model con-cept

Dealing with service requests from users

How KPIs can verify effectiveness and efficiency of the request fulfilment process

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 pro-cesses

Analysing critical success factors to check efficiency

Policies, principles and basic concepts

Managing authorised user access

Distinguishing access management and information management

Executing security and availability management poli-cies

Challenges and critical success factors

Verifying effectiveness and efficiency

Service Desk

Establishing the service desk objectives

Organisational 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 OSA

Identifying the roles of each function

Distinguishing the objectives of each function

Analysing the function's activities

Technology Considerations

Generic technology requirements

Evaluation criteria for technology and tooling for pro-cess implementation

Planning and implementing service management technologies

Assessing and managing the project, risk and staff-ing for process implementation

Identifying the critical success factors and risks relat-ed to implementing practices and processes

Implementation Considerations

Managing change in service operation

Examining implementation aspects of service opera-tion 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