Course Schedule

Session	From	To	Duration	Days - Time
TBD	TBD	TBD	TBD	TBD

  Target Audience

The Operational Support and Analysis Capability course will be of interest to:
•    Individuals who have their ITIL® v3 Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge
       certificate) who want to purse the intermediate and advanced level ITIL certifications.
•    Individuals and / or operational staff who require a comprehensive practical understanding of the Operational
       Support and Analysis processes and how these may be used to enhance the quality of IT service support within
       an organization, for example: operational staff involved in Event Management Process, Incident Management
       Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service
       Desk, Technical Management, IT Operations Management and Application Management
•    IT professionals involved in IT Service Management implementation and improvement programs.
•    A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process
       owners, IT practitioners.

  Learning Objectives

Upon completion of this course, you should be able to:
•    Understanding Service Management as a Practice, Service Operation principles, purpose and objective
•    Knowing the important role of Operational Support and Analysis in service provision and understanding of how
      the in-scope processes interact with other Service Lifecycle processes
•    The activities, methods and functions used in each of the Operational Support and Analysis processes
•    The application of Operational Support and Analysis processes, activities and functions to achieve
       operational excellence
•    How to measure Operational Support and Analysis performance
•    The importance of IT Security and how it supports Operational Support and Analysis
•    Understanding technology and implementation requirements in support of Operational Support and Analysis
•    The challenges, critical success factors and risks related with Operational Support and Analysis

  Prerequisites

•    Hold an ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate.
•    There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service
       Management is highly desirable.

  Certification Exam:

•    Certification:                      ITIL Intermediate
•    Number of questions:      8 (Eight)
•    Length of test:                   90 minutes
•    Passing score:                    70%
•    Languages:                         English
•    Requirement:                     Completion of the Operational Support & Analysis Capability course from an
                                                     Accredited Training Provider is required to sit for the exam.

  Course Outline:

•    Module 1: Introduction
      •    Student  and Instructor Introductions
      •    Unique Nature of the Course
      •    Course Learning Objectives
      •    Course Agenda
      •    Concept of Service, its value proposition, and its composition

•    Module 2: Event Management
     •    Objectives of the Event Management process
     •    Scope of the Process
     •    Business Value of the Process
     •    Policies, Principles, and Basic Concepts

•    Module 3: Incident Management
     •    Goal of Incident Management
     •    Scope of the Process
     •    Business Value of the Process
     •    Policies, Principles, and Basic Concepts

•    Module 4: Request Fulfillment
     •    Objectives of Request Fulfillment
     •    Scope of the Process   
     •    Business Value
     •     Policies, Principles, and BASIC Concept   

•    Module 5: Problem Management   
     •    Objectives of Problem Management   
     •    Scope of the Process
     •    Business Value of the Process
     •    Policies, Principles, and The Problem Model Concept

•    Module 6: Access Management
     •    Objective of Access Management
     •    Scope of Access Management
     •    Business Value
     •    Policies, Principles, and Basic Concepts

•    Module 7: Service Desk
     •    Role Of The Service Desk   
     •    Objectives of The Service Desk   
     •    Service Desk Organizational Structures

•    Module 8: Functions
     •    Roles of each Function
     •    Objectives of Each Function
     •    Activities of Each Function

•    Module 9: Technology and Implementation considerations
     •    Generic Technology Requirements
     •    Evaluation Criteria for Technology and Tooling for Process Implementation
     •    Project, Risk, and Staffing Practices for Process Implementation