ICOSA: ITIL® Intermediate Module - Operational Support and Analysis

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COURSE OBJECTIVES

  • Service management as a practice and service operation principals
  • The following processes across the service lifecycle pertaining to the capability of Operational Support and Analysis : Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management
  • Relevant operational activities of processes covered in other lifecycle phases
  • Common service operation activities related to Operational Support & Analysis
  • Organizing for service operation which describe functions to be performed within Operational Support and Analysis such as service desk, technical management, IT operations management and application management
  • Operational Support and Analysis roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks

WHAT YOU WILL LEARN

During this 5-day instructor-led course, participants will obtain knowledge and hands-on experience in Operational Support & Analysis. A mixed balance of practical assignments and lecturing reinforce knowledge and boost capabilities on the subject. Interactive lessons and lectures prepare participants for the optional exam : ITIL v3 Capability Module Operational Support & Analysis.

AUDIENCE

Existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in operational support & analysis

PREREQUISITES

An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment

Course Introduction
  • Introduction / Housekeeping
  • The concept of Service Management as a practice
  • The concept of Service, its value proposition and composition
  • The functions and processes across the Lifecycle
  • The role of processes in the Service Lifecycle
  • How Service Management creates business value
  • How Operational Support and Analysis supports te Service Lifecycle


Event Management
  • Purpose, goal and objectives of the Event Management process
  • The scope of the process
  • The value to business and to the Service Lifecycle
  • The policies, principles and basic concepts
  • The process activities, methods and techniques that enable this process and how it relates to the Service Lifecycle
  • The triggers, inputs and outputs and the process interfaces
  • The Event Management involvement in Information Management
  • How metrics can be used to check effectiveness and efficiency of the Event Management process
  • Challenges, Critical Success Factors and risks associated with the Event
  • Management process
  • How to design for Event Management

Exercises :

  • Event Management 1
  • Event Management 2


Service Desk
  • The Service Desk role
  • The Service Desk objectives
  • The different Service Desk organizational
  • The different Service Desk staffing options
  • The different Service Desk metrics that can be used to measure its effectiveness and efficiency
  • The issues and safeguards to consider when outsourcing the Service Desk

Exercises :

  • Service Desk 1
  • Service Desk 2



Incident Management
  • The purpose, goal and objectives of the Incident Management process
  • The scope of the process
  • The value to business and to the Service
  • The policies, principles and all basic concepts
  • The process activities, methods and techniques and how they relate to the Service Lifecycle
  • The triggers, inputs and outputs and the process interfaces
  • The Incident Management involvement in Information Management
  • How metrics can be used to check effectiveness and efficiency of the Incident Management process
  • The challenges, Critical Success Factors and risks associated with the Incident Management process

Exercises :

  • Incident Management 1
  • Incident Management 2


Problem Management
  • The purpose, goal and objectives of the Problem Management process
  • The scope of the process
  • The value to business and Service Lifecycle
  • Understanding of the policies, principles and the problem model concept
  • The process activities, methods and techniques and how they relate to the Service Lifecycle
  • The triggers, inputs and outputs and the process interfaces
  • The Problem Management involvement in Information Management
  • How metrics can be used to check effectiveness and efficiency of the Problem Management process
  • The challenges, Critical Success Factors and risks associated with the Problem Management process

Exercises :

  • Problem Management 1
  • Problem Management 2


Request Fulfilment
  • The purpose, goal and objectives of the Request Fulfilment process
  • The scope of the process
  • The value to business and Service Lifecycle
  • The policies, principles and the request model concept
  • The process activities, methods and techniques and how they relate to the Service Lifecycle
  • The triggers, inputs and outputs and the process interfaces
  • The Request Fulfilment involvement in Information Management
  • How metrics can be used to check effectiveness and efficiency of the Request Fulfilment process
  • The challenges, Critical Success Factors and risks associated with the Request Fulfilment process

Exercises :

  • Request Fulfilment 1
  • Request Fulfilment 2


Access Management
  • The purpose, goal and objectives of the Access Management process
  • The scope of the process
  • The value to business and Service Lifecycle
  • The policies, principles and the request model concept
  • The process activities, methods and techniques and how they relate to the Service Lifecycle
  • The triggers, inputs and outputs and the process interfaces
  • The Access Management involvement in Information Management
  • How metrics can be used to check effectiveness and efficiency of the Access Management process
  • The challenges, Critical Success Factors and risks associated with the Access Management process

Exercises :

  • Access Management 1


Functions
  • The roles of each function
  • Their objectives
  • Each function’s activities

Exercises :

  • Functions 1
  • Functions 2


Technology And Implementation Considerations
  • The generic requirements for technology to support process capability
  • The evaluation criteria for technology and tools for process implementation
  • The project, risk and staffing practices for process implementation
  • The challenges, Critical Success Factors and risks related to implementing practices and processes
  • How to plan and implement Service Management technologies

Exercises :

  • Technology And Implementation Considerations 1
  • Technology And Implementation Considerations 2


Exam Preparation
  • Mock Exam
  • OSA Exam


Trainers