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Home » Courses » Classroom Courses » ITIL Operational Support and Analysis

ITIL Operational Support and Analysis

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    Course Details:

    Duration: 5 days

    Price: £1693 + VAT


    Next available course:

    For course dates and more information please call 01844 211665

About the Course

The ITIL Intermediate Certificate in Operational Support and Analysis forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of the operational support processes and roles across the Service Lifecycle.

This course enables participants with foundation-level knowledge of IT Service Management to apply good practice across the service lifecycle in processes pertaining to operational support and analysis. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, participants can sit the ITIL Intermediate examination in Operational Support and Analysis worth 4 credits.

This course is aimed at individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will benefit people who require a deeper understanding of operational support and analysis processes and how they may be used to enhance the quality of IT service support.

Individuals who may find this course of interest include IT professionals working within an organisation that has adopted and adapted ITIL and who need to be informed about and contribute to a service improvement programme, as well as operational staff involved in event management, incident management, request fulfilment, problem management, access management, service desk, technical management, IT operations management and applications management, and who wish to enhance their role-based capabilities.

How is the course structured?

The course takes place over 5 days.

Is there an exam?

Examination

The examination format is:

Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book

90 minutes

70% pass mark, distinction mark to be confirmed

Anything else?

The course is presented by Global Knowledge, specialist providers of IT service management, project management and programme management training and consultancy.

Full Course Outline

ITIL Operational Support and Analysis (a five-day course)

Course Content

Operational support and analysis in the context of the service lifecycle

  • Service management as a practice
  • What is service?
  • Service management and business value
  • Processes in the service lifecycle
  • Service operation fundamentals

Event management

  • Goal, objectives and scope
  • Key concepts and activities
  • Event management and information management
  • Key metrics

Incident management

  • Goal, objectives and scope
  • Key concepts and activities
  • Incident management and information management
  • Key metrics

Request fulfilment

  • Goal, objectives and scope
  • Key concepts and activities
  • Request fulfilment and information management
  • Key metrics

Problem management

  • Goal, objectives and scope
  • Key concepts and activities
  • Problem management and information management
  • Key metrics

Access management

  • Goal, objectives and scope
  • Key concepts and activities
  • Access management and information management
  • Key metrics

Service desk

  • Role and objectives
  • Service desk structures and staffing options
  • Outsourcing considerations
  • Key metrics

Technical management

  • Role, objectives and activities
  • Organisation structures
  • Metrics and documentation

IT operations management

  • Role, objectives and activities
  • Organisation structures
  • Metrics and documentation

Applications management

  • Role, objectives, principles and activities
  • Lifecycle and organisation
  • Roles and responsibilities
  • Metrics and documentation

Service operation roles, responsibilities and organisation structures

Technology and implementation considerations

Challenges, CSFs and risks


Examination

The examination format is:

  • Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
  • 90 minutes
  • 70% pass mark, distinction mark to be confirmed.

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Contact Us

Need help?

Please call us on

01844 211665