ITIL® v3: Operational Support & Analysis

5 days non residential

ITILv3 Capability Stream Module

This course is aimed at those individuals working within an IT support function wishing to gain a more detailed practical understanding of the related service operations processes and functions, or who wish to develop their existing capability. The course also aims to develop the levels of support and communication experienced between different IT support groups to focus on the overall end-to-end IT service experienced by the customer and to understand how these processes, functions and roles can improve that experience.

The Service Capability series is focused on role based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use.

This module focuses on the following subject areas:

• Incident Management
• Problem Management
• Service Desk
• Event Management
• Request Fulfilment
• Access Management
• Technical Management
• IT Operations Management
• Application Management

Course Objectives

Candidates completing the course can expect to gain an understanding of the practices of Operational Support & Analysis (OSA) and their importance to the provision of service and the achievement of operational excellence.

This includes:

• competency in the principles, objectives, processes, activities, methods & functions employed within OSA and how they interact with the rest of the Lifecycle
• an appreciation of the technology considerations for OSA
• an awareness of the implementation considerations for OSA
• insight into the operational challenges, risks and critical success factors associated with OSA
• recognition of how to measure OSA
• realisation of the importance of IT Security and its contribution to OSA

Who will the course benefit?

• Individuals who require a detailed understanding of Operational Support & Analysis processes and how they may be implemented to enhance the quality of IT service provision within an organisation
• operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management & Application Management
• IT professionals operating as Service Improvement stakeholders within an ITIL aligned organisation
• individuals seeking the ITIL Expert certification in IT Service Management

This includes but is not limited to IT Professionals, IT Operational Practitioners, Business Managers and Process Owners.

Pre-Requisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate). Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination. It is also strongly recommended that candidates be able to demonstrate a familiarity with IT terminology and understand the context of Service Offerings & Agreements management in their own business environment. In addition it is suggested that candidates have some experience of working in a service management capacity within a service provider environment, with responsibility relating to at least one of the ITIL processes of Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management or the ITIL functions of Service Desk, Technical Management, IT Operations Management and Application Management.

Course Content

Introduction to Operational Support & Analysis (OSA)

service as a concept (the role of utilities, warranties, capabilities & resources)
service as a value proposition & value composition
the ITIL processes, functions and roles
the OSA processes and how they interact across Lifecycle
the value to the business

Event Management

the purpose, goal, objectives and scope of the process
the business value of the process and the Service Catalogue
process policies, principles and basic concepts
process activities, methods & techniques
process triggers, inputs, outputs and interfaces
design considerations
measuring the effectiveness & efficiency of the process
challenges, key metrics, critical success factors & risks

Incident Management

the purpose, goal, objectives and scope of the process
the business value of the process and the Service Catalogue
process policies, principles and basic concepts
process activities, methods & techniques
process triggers, inputs, outputs and interfaces
the interface with Information Management
measuring the effectiveness & efficiency of the process
challenges, key metrics, critical success factors & risks

Request Fulfilment

the purpose, goal, objectives and scope of the process
the business value of the process and the Service Catalogue
process policies, principles and basic concepts
process activities, methods & techniques
process triggers, inputs, outputs and interfaces
the interface with Information Management
measuring the effectiveness & efficiency of the process
challenges, key metrics, critical success factors & risks

Problem Management

the purpose, goal, objectives and scope of the process
the business value of the process and the Service Catalogue
process policies, principles and basic concepts
process activities, methods & techniques
process triggers, inputs, outputs and interfaces
the interface with Information Management
measuring the effectiveness & efficiency of the process
challenges, key metrics, critical success factors & risks

Access Management

the purpose, goal, objectives and scope of the process
the business value of the process and the Service Catalogue
process policies, principles and basic concepts
process activities, methods & techniques
process triggers, inputs, outputs and interfaces
the interface with Information Management
measuring the effectiveness & efficiency of the process
challenges, key metrics, critical success factors & risks

Service Desk

the purpose, goal, objectives and scope of the function
organisational structures
staffing options
measuring the effectiveness & efficiency of the process
outsourcing issues

Functions

the key roles, responsibilities, objectives & activities of the OSA functions

Technology & Implementation Considerations

generic requirements
evaluation criteria for technology and tools
how to implement Service Management technologies
implementation considerations for Service Operation & Project Management
project, risk & staffing practices for process implementation
challenges, critical success factors & risks of implementation
operational staff considerations
assessing & managing operational risk

Examinations

Notes

Candidates are strongly encouraged to read the ITIL Service Lifecycle core publications in advance of attending the training with particular focus on the book of ‘Service Operation’
(ISBN 978-0-11-331046-3).

Follow-on Courses

This course is part of the capability modular set; as such the credits awarded for this course lead candidates towards the ITIL Expert qualification.

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