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 Plymouth

Plymouth

Plymouth is a city located on the south coast of Devon, England. Plymouth is 37 miles south-west of Exeter and 190 miles west south- west of London between river Plym and Tamar's mouths.

Throughout Industrial Revolution, Plymouth grew as commercial shipping port handling imports and passengers from America. Plymouth port also export local minerals like copper, lime, china, clay, tin and arsenic. Neighbouring town Devonport became Royal Naval Shipbuilding and dockyard town. In 1928 Plymouth achieved city status. In mid-2015, the city is home to 262,700 which makes it 30th most populous area in the United Kingdom. Plymouth is the second largest in Southwest after Bristol. Plymouth City Council governs Plymouth, and it is represented by three MP’s. The economy of Plymouth is influenced by seafaring and shipbuilding including ferry links to Spain and Brittany. In Western Europe large operational naval base HMNB Devonport is located. Plymouth is home to Plymouth University.

History

Plymouth had a population of 107,000 in the year 1901. In 1914 the two towns Devonport and Stonehouse were merged with Plymouth. Slum clearance started in Plymouth after World War 1. Slum housing was stopped and replaced by council housing in Swilly and New Prospect. By 1928, new 802 houses were built. In 1920 motor buses started in Plymouth and then got replaced by trams. Due to dockyard in Second World War Plymouth was a prime target for bombing. Around 3754 houses were damaged, and more than 8000 were severely damaged. Later slums were replaced with better flats and houses. Later in the 20th century, various houses were built at South way and Egg Buckland. In Plympton and Plymstock many private houses have been constructed. In the 21st century, Plymouth is flourishing. Drakes Circus shopping was remade in 2006, and now the population of Plymouth is 240,000.

Education

The University of Plymouth has enrolled around 23,155 students as of 2015 and 2016. It has 3000 staff and income of around £160 million. Main courses in it include business, marine biology, marine engineering, shipping and much more. The University of St Mark and St John was also known as Marjon or Marjons have expertise in teacher training. These universities offer various training courses across the country as well as abroad. This city is also home to two other large colleges. City College of Plymouth provides courses from basic to foundation degree for various students. Plymouth College of Art offers courses on media. It is only one of the four independent colleges of art and design in the UK.

There are 71 state primary phase schools in Plymouth and 13 state secondary schools. Plymouth has eight special schools, three selective state grammar schools and independent school.

This city is also home to Royal Naval Engineering College that was opened in 1880 in Keyham. It was renamed Dockyard Technical College in 1959. Later training was shifted to the University of Southampton. Marine Biological Association of UK is also located in Plymouth.