ITIL® Service Capability - Operational Support and Analysis| Pentagon Training

Call Us

+44 1344 961530

E-Mail Us

info@pentagonit.co.uk

Introduction
Course Details
Course Content
Enquire

A Quick Glance

Learn to plan and execute the organisational services effectively
Delivered by certified instructors
Get to know about various processes and activities involved in the operational support and analysis
Pentagon Training is trusted by many leading brands

Planning and implementing are crucial parts while developing any service in the organisation. It is very important to have a standard guidance using which the task of planning and executing can be done properly. ITIL® Service Capability - Operational Support and Analysis provides standard guidance through which you can plan and execute processes within ITIL Operational Support and Analysis. Through ITIL® Service Capability - Operational Support and Analysis course, you will be able to master the key ITIL® processes that are needed to create a stable infrastructure of IT on which a business can rely on.

Who should take this course

ITIL® Service Capability - Operational Support and Analysis course are best suited for the following:

Configuration Manager
Availability Manager
System Software
Application Support
Problem Manager
Network Support
IT Operations Managers
Database Administrator
Network Control and Operations

The professionals who want to attend ITIL® Service Capability - Operational Support and Analysis course must hold ITIL® Foundation Certificate
Having some prior experience in same domain can be beneficial

What Will You Learn

During our ITIL® Service Capability - Operational Support and Analysis course, you will be able to:

Understand the importance of service management as the practice concept and organisational support
Learn the importance of ITIL® operational support and analysis for effective output
Get to know about various functions, activities, and methods used in the process of ITIL® operational support and analysis
Determine the metrics to measure ITIL® operational support and analysis

Exam(s) included

Certificate

Key Learning Points

Tutor Support

Course Overview

Pentagon Training introduces ITIL® Service Capability - Operational Support and Analysis training that provides knowledge of practical aspects of the ITIL® Service Lifecycle and functions or activities associated with it. The intent of the course is to help candidates learn about the practical application of the ITIL® concepts, organisational structures, processes and activities. Our experienced trainer will help the delegates to clear the exam in the first attempt successfully.

Some major process and function areas in this course are:

Event Management process
Request Management process
Incident Management process
Access Management process
Problem Management process

Some organisational functions that are focused in this course are:

Technical Management
It Operations Management
Service Desk
Application Management

Exam

Each delegate will have to pass an examination that will be conducted at the end of the training to measure comprehension of the body of knowledge. The exam consists of 8 Multiple Choice, scenario based Questions (MCQ’s). For MCQs, four options will be provided, out of which one would be the correct answer.

One will need to have 70 percent marks to clear the exam. Our trainers will help the delegates to have a deep understanding of the subject.

The exam is 90 minutes, and one needs to complete all questions within that period only.

The language used in the exam would be English. Selection of language depends upon the comfort of the trainer.

All other details regarding exams will be provided during the training by our experts.

Course Content

Service Operation Practices

Define Service Operations
Organisational Value
Scope and objective of processes and functions ofOperational Support and Analysis
Support the Service Lifecycle by using Operational Support and Analysis Activities
Optimising Service Operation Performance

Event Management Process

Define Event Management Process
Scope and Objectives
Business Value
Basic Concepts and Terminologies
Methods and Techniques of the process
Inputs, and Outputs
CSFs and KPIs
Information Management within the Event Management Process
Risks and Challenges in process

Incident Management Process

Define Incident Management Process
Scope and Objectives
Business Value
Basic Concepts and Terminologies
Methods and Techniques of the process
Inputs, and Outputs
CSFs and KPIs
Information Management within the Incident Management Process
Risks and Challenges in process

Problem Management Process

Define Problem Management Process
Scope and Objectives
Business Value
Basic Concepts and Terminologies
Methods and Techniques of the process
Inputs, and Outputs
CSFs and KPIs
Information Management within the Problem Management Process
Risks and Challenges

Request Fulfilment Process

Define Request Fulfilment Process
Scope and Objectives
Business Value
Basic Concepts and Terminologies
Methods and Techniques of the process
Inputs, and Outputs
CSFs and KPIs
Information Management within the Request Fulfilment Process
Challenges and Risks in the process

Access Management Process

Define Access Management Process
Scope and Objectives
Business Value
Basic Concepts and Terminologies
Methods and Techniques of the process
Inputs, and Outputs
CSFs and KPIs
Information Management within the Access Management Process
Risks and Challenges in the process

Service Desk Function

Define Service Desk Function
Role of Service Desk
Objectives
Different Service Desk Structures of the Organization
Service Desk Staffing Considerations
Measuring the performance of Service Desk
Issues and Safeguards for Considering When to Outsource the Service Desk

Common Operational Support and Analysis Functions

Definitions
Role, Responsibilities, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions

Improving Operational Support and Analysis

Relationship between Business Goals and Metrics for Measuring Operational Performance
Framework for measuring service and process
Rules and Policies for Creating a Reporting Framework
How Operational Support and Analysis Practices Support Continual Service Improvement

Technology and Implementation Considerations

Requirements for Generic Technology
Process implementation: Evaluation Criteria for Technology and Tools
Project, Risk, and Staffing Practices for Successfully Implementing a process
Risks, Challenges and CSFs for Implementing Practices and Processes
Plan and Implement Service Management Technologies

ITIL® Service Capability - Operational Support and Analysis Enquiry

Enquire Now

----- OR -------

Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Glasgow

Glasgow

Glasgow is largest city located in Scotland and third largest in the United Kingdom. Earlier, it was a part of Lanark shire which is now one of the 32 council areas of Scotland. Glasgow is located on River Clyde in country’s west central lowlands. People of Glasgow are referred as Glaswegians. Glasgow developed from a small rural settlement on River Clyde. Glasgow had become largest seaport in Britain. In the 18th century, it became a major centre of Scottish Enlightenment. From the 18th century, Glasgow has grown as one of the Great Britain’s central hub of trade including West Indies and North America. Glasgow focused on its heritage to attract tourists from various countries. Tourism is also a source of employment in Glasgow. In 1980, Hunter Ian Art Gallery was opened. In 1983, Collection of Burrel went on display in a museum in Pollock House grounds. In 1985, Scottish Exhibition and Conference centre was built. Clyde Auditorium was also added in 1997.

In the period of 1980’s and 1990’s, traditional manufacturing industries of Glasgow dropped. Service industries grew in Glasgow like retail, tourism and finance. In 1990 Glasgow School Museum of Education was opened. St Mungo's Museum of Religious Life and Art was opened in the year 1993. In 1999, Buchanan Galleries Shopping centre and Clyde Maritime centre was opened. In early 21st century, Glasgow thrived. IMAX cinema was opened in 2000 and Clyde Arc Bridge in 2006. At present, the population of Glasgow is 588,000.

Education

Glasgow has four universities within 1.5km area of city centre. These universities are a major centre of academic and higher research. Name of the Universities are:

University of Glasgow

University of Strathclyde

Glasgow Caledonian University

The University of West of Scotland

Saltire centre located at Glasgow Caledonian University is one of the busiest university libraries in the UK. Three further education colleges are there in the city that includes Royal Conservatoire of Scotland, Glasgow School of Art and Teacher training courses. In 2011 Glasgow had around 53,470 students which is higher than any other town in Scotland. Many live away from home in Dennistoun, Shawlands and West End of City. City council handles 29 secondary schools, 149 primary schools and three special schools. Special schools including Glasgow Gaelic school, Glasgow school of sport and Dance school of Scotland. Glasgow has various independent schools like Hutchesons Grammar School which was founded in 1639. Hutchesons Grammar School is one of the oldest school institutions in Britain. The oldest school in Scotland are Glasgow Academy, Kelvinside Academy, High School of Glasgow, Fernhill School and Craigholme School.

Economy

Glasgow has the largest economy in Scotland and third highest GDP per capita of any city in the UK. The city itself provides 410,000 jobs in over 12000 companies. Between 2000 and 2005 around 153,000 jobs were created and growth rate reached 32%. The annual economic growth rate of Glasgow is 4.4% and is now second to London. Dominant industries like shipbuilding, heavy engineering gradually got replaced. Major manufacturing industries in the city are Clyde Blowers, Linn Products, William Grant and Sons, Aggreko, Weir Group, Whyle and Mackay, Albion Motors, British Polar Engines and Edrington Group. Glasgow was once a most important city in the UK for manufacturing which generated great wealth for the city. Glasgow is now the second most popular foreign tourist destination in Scotland. In the 21st century, some call centres in Glasgow grew substantially. City’s primary manufacturing industries include engineering, construction, shipbuilding, brewing and distilling, printing and publishing, chemicals, textiles and new growth sectors like software development, biotechnology and optoelectronics.