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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About Watford

Watford is a town located in Hertfordshire, England, located 17 miles to the northwest of central London .

The town developed on the River Colne on land that belonged until the 16th century to St Albans Abbey . During the 12th century a charter was granted allowing a market and building St Mary's Church began. The town grew modestly. It was assisted by travellers passing through to Berkhamsted Castle and the royal palace at Kings Langley. A big house was built at Cassiobury in the 16th century. This was partly rebuilt in the 17th century and another substantial house was built nearby at The Grove. Connections with the Grand Junction Canal and the London and Birmingham Railway allowed the town to grow more rapidly. The paper-making mills, such as John Dickinson and Co. at Croxley, influencing the development of printing in the town which continues today. Two brewers Benskins and Sedgwicks flourished in the suburb until their closure in the late 20th century. Both the 2006 World Golf Championship and the 2013 Bilderberg Conference took place at The Grove.

Watford is first cited in an Anglo-Saxon charter of 1007 as one of the places marking the boundary of "Oxanhaege".

The Industrial revolution

For many centuries, Watford relied on agriculture. The Industrial Revolution brought the Grand Junction in 1798 and the London and Birmingham Railway in 1837. The land-owning interests permitted the canal to follow closely by the river Gade. Although the road and canal follow the easier valley route, the railway company was forced to build an expensive tunnel.

Parks

There are 43 public parks, gardens, recreation grounds and allotments in Watford. Of these, eight have been awarded a Green Flag, in recognition of their quality.

· Cassiobury Park

· Cheslyn House and Gardens

· Woodside Park

Theatres

· Watford Colosseum

· Watford Palace Theatre

· The Pump House

Sports

Watford is home to professional football team Watford F.C., who reached the 1984 FA Cup Final. They won the Nationwide Division Two championship in 1998. In the following season (1998–99) they reached the Premier League. The club was relegated the next season. After five years of uncertainty, Watford won the Football League Championship Play-Off Final. This helped them achieve promotion to the Premier League in 2006, this time beating Leeds United A.F.C. by three goals to nil. The club was relegated to the Football League Championship after a single season (2006–2007) in the Premier League. They were promoted to the Premier League in 2015, after finishing 2nd in the Championship. Singer-songwriter Sir Elton John is a keen, long-term supporter of Watford F.C. and a former club chairman. He still maintains his links with Watford as Honorary Life President. Between 1997 and 2013 the club shared its ground, Vicarage Road, with Saracens Rugby Football Club.

Watford has a Non-League football team Sun Sports F.C. who play at The Sun Postal Sports & Social Club. Watford were home to the Watford Cheetahs American Football team. The team played their home games at Fullerians R.F.C. between 2008 and 2012. Glen Rovers, are another team who play both Hurling and Gaelic Football in Watford. The town also has a cricket team, Watford Town, and several Sunday League football clubs.