A Quick Glance

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    Learn to plan and execute the organisational services effectively

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    Delivered by certified instructors

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    Get to know about various processes and activities involved in the operational support and analysis

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    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
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Prerequisites

  • 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
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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
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What's included

  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.

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  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
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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 Norwich

Norwich

Norwich City is located on River Wensum in East Anglia that is situated 161 km northeast of London. During the period of 11th century, it was the largest city in England. According to 2011 census, it had a population of 213,166. The area extends beyond the boundary of the city including Taverham, Hellesdon, Old Catton, Thorpe St Andrew, Sprowston and Costessey. Norwich is the fourth most populated district in East of England with a population of 3480 per sq km.

History

This town started as a small Anglo-Saxon settlement in Norfolk. Norwich was located on the river so it grew into a town. Earlier it was known as North Wic, and term Norwich was first coined in the 10th century. In the medieval period, the primary industry in Norwich was wool and leather manufacturing. In 1500 the population of Norwich was 10000 which makes it one of the largest town in England. The population increased in the 17th century to about 25000. Later various industries grew in Norwich like printing, engineering, finance and electronics. Tourism also becomes an important industry. Norwich is still thriving in the 21st century. Now the population is 140,000.

Education

Norwich City has 56 primary schools that include 16 academies and free schools. Independent schools of Norwich include Norwich High School for Girls and Norwich School. The University of East Anglia and the Norwich University of Arts is located in Norwich. The student population of the city is around 15000. The University of East Anglia is located on outskirts of the city. This university has various well known creative programmes. The Norwich University of Arts was established in 1845 to provide designers for local industries. Norwich has three more education colleges for higher education.

Safe City

Norwich is the safe city with less crime rate. Norwich has vast and healthy youth population. Many students who come to study here contribute to a good environment of this town. The Proper combination of young people and safety make it a better place to visit.

Surprising Facts

Norwich has six theatres and two dedicated puppet theatres in the UK. Norwich Theatre Royal is stunning, and it is renovated recently. It plays host to wide range of theatres like comedy, musical and kids shows. The city has a rich heritage and rich literary culture. Divine Love written by Julian of Norwich was the first book written by an English Woman in 1395. It has also become an official city of refuge, and UNESCO named it the sixth city of literature in 2012.

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