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0963 801 047
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

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