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

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Introduction
Course Details
Course Content
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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

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

About London

Capital of the most populous city of England, London, is located on River Thames in the south east island of Great Britain. London came into being as Londonium in AD 43 when the Romans invaded it. However, it lasted only for 18 years before being burnt down by Queen Boudica. Londonium, prospered in AD 100 as the capital of the Roman province of Brittania. After the collapse of the Romans in the 5th Century, London was no more a capital city. However, passing through different ages, London had become the largest town of England by the 11th Century. In the modern times, London shot to fame becoming the world's biggest city during 1831 to 1925.

Tourism

London, known to be one of the best tourist spots the worldover, is ranked the most visited city in 2015 with over 65 million visitors. It also ranks among the top places in the world as far as cross-border spending is concerned. The total expenditure is estimated at US$20.23 billion as in 2015. Tourism is one of London's prime industries. It employed around 350,000 full-time workers in 2003, and the city accounts for 54% of all inbound visitor spending in the UK. As of 2016, London is the world top city destination as ranked by TripAdvisor users

In 2015, the top most-visited attractions in UK were all in London. The top 10 most visited attractions were:

Tate Modern
The British Museum
Tower of London
The National Gallery
Southbank Centre
Victoria and Albert Museum (South Kensington)
Natural History Museum (South Kensington)
Science Museum
Somerset House
National Portrait Gallery

The number of hotel rooms which has been growing every year stood at 138,769 in 2015.

Transport

Airports

London Heathrow Airport
Gatwick Airport
Stansted Airport
London City Airport
London Southend Airport

Rail

The London Underground, or the Tube, is the oldest and second longest metro system in the world.
The Docklands Light Railway which opened in 1987 is a local metro system. It makes use of small tram-type vehicles which happen to serve the Docklands, Greenwich and

Education

Primary and Secondary

The majority of primary as well as high schools are controlled by London boroughs. So are the further-education colleges in London. Some are also state-funded. London is also having a number of private schools and colleges.

Tertiary Education

London is known as a centre of higher education teaching and research. According to studies and research, London has the maximum number of higher education institutes in Europe. London was ranked as having the greatest concentration of top class universities in the world for the years 2015-16. London has an international student population of around 110,000 which is deemed to be larger than any other city in the world. Pricewaterhouse Coopers report termed London as the global capital of higher education.