Over

155,000

Africa & Middle East

7Days
10.00 A.M - 10.00 P.M

Call us

ITIL Intermediate Qualification: Operational Support and Analysis

Course Objectives

Event management
Incident management
Request fulfilment
Problem management
Access management
Service desk
Technical management
IT operations management
Application management

Course Outline

Introduction to operational support and analysis
The value to the business of OSA activities
The lifecycle within the OSA context
The scope of OSA processes and functions
Optimizing service operation performance.
Event management
The event management process inclusive of its design strategy, components, activities, roles and
operation including its organizational structure, as well as any interfaces with other processes
Efficient event management and provision of examples showing how it is used to ensure service
quality within OSA
The benefits and business value that can be gained from event management.
Incident management
The incident management process inclusive of its design strategy, components, activities, roles
and operation including its organizational structure, as well as any interfaces with other processes
The measurement model and the metrics that would be used to support incident management
within OSA practices
The benefits and business value that can be gained from incident management.
Request fulfilment
The request fulfilment process inclusive of its design strategy, components, activities, roles and
operation including its organizational structure, as well as any interfaces with other processes
The measurement model and the metrics that would be used to support incident management
within OSA practices
The benefits and business value that can be gained from request fulfilment as related to OSA.
Problem management
The end-to-end process flow for problem management inclusive of design strategy, components,
activities, roles and operation including its organizational structure, as well as any interfaces with
other processes
A measurement model and the metrics that would be used to support problem management within
OSA practices
The benefits and business value that can be gained from problem management.
Access management
The end-to-end process flow for access management process inclusive of design strategy,
components, activities, roles and operation including its organizational structure, as well as any
interfaces with other processes
A measurement model and the metrics that would be used to support access management within
OSA practices
The benefits and business value that can be gained from access management as related to OSA.
The service desk
The complete end-to-end process flow for the service desk function inclusive of design strategy,
components, activities and operation, as well as any interfaces with other processes or lifecycle
phases
The service desk validation components and activities (e.g. service desk role, organizational
structures, challenges, issues safeguards, etc.) and how these test components are used to
ensure service quality within OSA
A measurement model and the metrics that would be used to support the service desk function
within OSA practices.
Functions
The end-to-end process flow for OSA functions (i.e. technical management, IT operations
management, and applications management) inclusive of design strategy, objectives, components,
activities, roles and operation including its organizational structure, as well as any interfaces with
other processes
The benefits and business value that can be gained from functions as related to OSA.
Technology and implementation considerations
Technology requirements for service management tools and where/how they would be used within
OSA for process implementation
What best practices should be used in order to alleviate challenges and risks when implementing
service management technologies.

APPLY TO COURSE

Sum the simple Operation :
15 + 2 =