ITIL® Service Capability Operational Support and Analysis

ITIL ® Service Capability- Operational Support and Analysis course is one of the qualifications in the ITIL ® Service Capability stream and focus on the practical application of Operational Support and Analysis. This training enables access, event, incident and management within the organisation.

ITIL® Service Capability- Operational Support and Analysis course provide delegates with the knowledge on practical aspects of the service lifecycle and processes related to it. Our instructor will help the delegates in operational-level process activities that are processed within the organisation.

Exam

ITIL® Service Capability- Operational Support and Analysis course will have the following exam pattern:

• 8 Multiple Choice Questions
• 70 percent marks are needed to clear the exam
• Exam Duration- 90 minutes

*After completing 4 days of classroom training and successfully passing your Foundation Exam, the fifth day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your Practitioner exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

• Proven higher pass rates
• Quicker Results
• Save Travel Costs
• Flexibility
• Convenient
• Take your exam at your home, office, or work when you are ready 

Introduction: Service Operation Practices

• Service Operations Overview
• Scope of Operational Support and Analysis Processes as well as functions
• Business Value of OSA
• Optimize the performance
• How Operational Support and analysis activities support the Service Lifecycle

Introduction: 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

Introduction: 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

Introduction: 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

Introduction: Request Fulfillment 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 Fulfillment Process
• Challenges and Risks in the process

Introduction: 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

Introduction: Functions of Service Desk

• Role of Service Desk
• Objectives of service desk
• Different Service Desk Structures of the Organization
• Considerations for Service Desk Staffing
• Measure Service Desk performance
• Issues and Safeguards to Consider When Outsourcing the Service Desk

Introduction: Standard Operational Support and Analysis Functions

• Role, Responsibilities, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions

Introduction: Improving Operational Support and Analysis

• Relationship between Business Goals and Metrics for Measuring Operational Performance
• Framework for measuring service and process
• Rules and Policies to create a Successful Reporting Framework
• How Operational Support and Analysis Practices Support CSI

Introduction: Technology and Implementation Considerations

• Requirements for Generic Technology
• Evaluation Criteria for Technology and Tools for Process Implementation
• Project, Risk, and Staffing Practices for Process Implementation
• Challenges, Risks, and CSFs for Implementing Practices and Processes
• Plan and Implement Service Management Technologies