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 Wrexham

Wrexham

Wrexham is the largest town located in the north of Wales and also an educational, commercial, administrative, commercial and retail centre. Wrexham is located between lower Dee valley alongside England border and Weish Mountains. Historically it is the part of Denbighshire, the town became part of Clwyd in 1974, and since 1996 it has been the centre of Wrexham County Borough. According to 2011 census, Wrexham had a population of 61,603 which made it a fourth largest urban area in Wales.

History

Council purchased Parciau in the year 1907, and it later turned into a Public Park. In 1910 first cinema in Wrexham was opened. The population of Wrexham continued to grow drastically. In 1901 population was 14,966 and by 1931 it reached 18,567. The population of Wrexham crossed 40,000 for the first time in the year 1981. First-time electricity was generated in the year 1900 in Wrexham. In 1907 electric trams replaced horse-drawn trams and in 1927 they were replaced by buses.

In 1913-1917 Garden Village was built in Wrexham. In the 1920s and 1930s Wrexham council started working for slum clearance. At that time new council house estate has been constructed at Action Park. Other council estates were built at Maes Y Dre and Spring Lodge in 1930s. In 1965 boundaries of Wrexham was extended. In the 1930s at Queens Park, council estate was built. Another was established at Bryn Offa. Action Park estate was extended in the 1960s.

In 1911 Gresford Collery was opened. An explosion and fire accident at Gresford Collery in 1934 killed 261 miners, and three rescuers also died. In late 20^th century, traditional industries declined in Wrexham. Coal mining almost ended. Gresford Collary closed in 1973. In 1986 Bersham Collery was closed. New industries came into existence in Wrexham including Pharmaceuticals, engineering, chemicals, electronics and food processing. During Second World War, a big ordnance factory was built at Wrexham, and it was converted into industrial estate after 1945. In 1983 Bersham Heritage Centre was opened. In 1985 Maelor Hospital was opened. The swimming pool was constructed in 1970. In 1998 it was refurbished and renamed as Waterworld Leisure Complex. In 1999 two new shopping centres were opened in Wrexham named Henblas Square and Island Green. First Wrexham Science Festival was held in 1998. In the 21^st century, Wrexham is still a developing city. In 2002 Border Retail Park was opened. In 2008 Meadow Shopping Centre was opened. Now Wrexham has a population of 43000.