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 Warwick

Warwick is the region urban of Warwickshire, England. The town dishonesties upon the River Avon, 11 miles (18 km) south of Coventry and fair west of Lamington Spa and Whitnash with which it is touched. At the 2011 United Kingdom review, it had a populace of 31,345.

There was human action at Warwick as early as the Neolithic period, and continuous occupancy since the 6th century. It was a Saxon burh in the 9th century, Warwick Castle was recognised in 1068 as part of the Norman conquest of England. Warwick School rights to be the eldest boys' school in the country. The earldom of Warwick was formed in 1088, and the early restrained the town in the feudal period and constructed city walls, of which Eastgate and Westgate endure. The castle industrial into a stone stronghold and then a country house and is today a general tourist attraction.

Governance:

Population growth has led to Warwick flattering combined to its larger neighbouring town Lamington Spa with which its procedures a small city. The two cities are now along with Kenilworth and Whitnash. These are managed as part of Warwick District. Warwickshire County Council leftovers based in Warwick itself.

Warwick is signified in Parliament as part of the Warwick and Leamington electorate. It has been detained by the Conservative Party since the 2010 general election; since then, Chris White has been the constituency's Member of Assembly. From the 1945 general election until 1997 the electorate elected a Traditional MP. In 1997 a Labour MP was chosen and retained the seat until 2010 when White was chosen.

Geography:

Antiquarian William Dugdale wrote in the 17th century that Warwick was stand up upon a rocky climb from every side, and in a dry and fertile soil, consuming rich and pleasant fields on the south part and woodland on the north. Two issues have pretentious Warwick's constructed environment: the Great Fire of 1694 and the lack of industrialisation. The fire demolished much of the town, and the next transformation was mainly in one style. In the 19th century, when other cities were fast rising during the Industrial Rebellion, Warwick did not know the same development. Part of the reason Warwick did not grow as a centre of the industry was that the town did not lie on significant roads and the River Avon was not manoeuvrable as far as Warwick.

Culture:

Warwick crowds annual centenaries reaching from the Spoken Word to Classical and Modern Music to a Folk Festival and a Victorian Evening, detained in late November or early December. St. Mary's Church crowds a series of Early Music performances, and the Bridge House Theatre hosts the Music-in-Round performances. Warwick Chamber of Trade assistances to endorse the town for companies, inhabitants and traders. The city is also well-known for Warwick Castle, the building of which instigated in 1068. The city centre is also recognised for its significant building and covers a combination of Tudor and 17th-century buildings. In topical years several high-profile national and international businesses have set up large office developments in and around Warwick, notably National Grid plc. And IBM.