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APEX Global
ACADEMY FOR PROFESSIONAL EXCELLENCE

ITIL 2011 Intermediate Operational Support & Analysis_EN1

Learning Objective

You will learn how to:

  • Prepare for and pass the ITIL Operational Support and Analysis (OSA) Exam
  • Outline key activities for ITIL OSA processes
  • Achieve operational excellence by applying ITIL OSA processes
  • Implementing a service desk using ITIL best practice
  • Analyzing incidents and defining incident models
  • Applying problem-solving techniques and investigating the cause
  • Identifying request fulfillment interfaces
  • Designing an access management process
  • Verify the success of OSA by evaluating challenges, critical success factors and risks

 

Training Contents

Module 1: Introduction to operational support and analysis

  • Service management as a practice
  • The service value proposition
  • The lifecycle within the OSA context
  • Optimizing operational service performance
  • The role of OSA processes in the lifecycle
  • How OSA supports the service lifecycle

Module 2: Event management

  • The purpose, goal and objectives of event management
  • Triggers, inputs, outputs and the process interfaces
  • Using critical success factors to check effectiveness
  • Employing active and passive monitoring tools

Module 3: 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

Module 4: Request fulfillment

  • Scope of the processes
  • The policies, principles and the request model concept
  • Dealing with service requests from users
  • How KPIs can verify effectiveness and efficiency of the request fulfillment process

Module 5: 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 critical success factors to check efficiency

Module 6: 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
  • Verifying effectiveness and efficiency

Module 7: The 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

Module 8: Service Operation Functions and Roles

  • 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
  • Analyzing the function’s activities

Module 9: 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

Module 10: Implementation Considerations

  • Managing change in service operation
  • 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
Target Participant

The target group of the IT Service Operational Support and Analysis Professional is:

  • Individuals who require a deep understanding of ITIL in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization.
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program me
  • Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.
  • This may include but is not limited to, IT professionals, business managers and business process owners.
Key Highlights

Class training methods  
Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business

 

 

 

 

 

 

 

 

 

 

 

Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187               
Email: info@apexglobal.com.vn
Please click below link to view our public training schedule

  e-brochure-downloadBrochure EN

  Brochure VN  

 

Perceived by Participants
  • Mr. Tran Van Son

    Solution Consulting; Project Manager at Cadena Vietnam Co. Ltd. The business analysis training course in practice helped me learned the way to elicit the requirement effective, mission of a business analyst professional, the value of this guy promote the customer satisfaction. It also helped me know how to develop optimal solutions suitable context of each customer, how to communicate with relevant stakeholders to get their commitment and carry out more values to customer. Thanks for professional service, Apex Global teams and trainer

  • Mr. Phuoc Nguyen

    Technical Manager at Hoang Vi Corp. After training course completed, I realized that the majority of small and medium businesses in Vietnam was not applied ITIL or did not understood about the concept of service. The guideline from training course help make it be sorted, be arranged place and right area. And when need, we just lost a little time to found it. Still 3 short days but helped us "professional" in mind, as well as how to communicate with other departments in the company to make the service better.

  • Mr. Nguyen Huynh Trung Kien

    BA Lead - Senior Consultant - TMA Solutions

    Before participating in the training, I do not quite understand ITIL, ITSM. When completed the training course I just only understand 20%. However 20% of this would be a prerequisite for the other knowledges. Three days involved to learn so rewarding.


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