2022-07-08
2022-07-08
2022-07-08
2022-07-08
2022-07-08
2022-07-08
2022-07-08
2022-07-07
2022-07-07
2022-07-07
2021-03-23
2021-01-05
2020-02-19
2020-02-18
2020-02-18
2019-08-14
2019-05-03
2019-01-07
2016-01-12
2016-01-12
2015-11-21
2015-11-21
2015-11-21
2015-11-21
2015-11-21
2015-10-27
2015-10-27
2015-08-01
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
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
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.
Class training methods
Values
- 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
Contact Info |
Public Training Schedule |
Phone: +84 (0)862 718 187 Email: [email protected] |
Please click below link to view our public training schedule |
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ITIL 2011 Trung cấp – Phân tích và hỗ trợ vận hành
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