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  • Our ITIL Service Capability training course is fully accredited by BCS
  • Boost your career and gain an official qualification with our ITIL Service Capability certification
  • ITIL Service Capability courses include all material including ITIL Service Capability exam and ITIL certificate
  • Courses taught by licensed ITIL Service Capability instructors in

 

Browse our list of upcoming courses below

Book Online or Call 0800 0353 257 to speak to a training advisor

Course Date Venue Duration Price Book Online
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Dereham, Norfolk Rural Community Council (Dereham) 5 days £2845 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Tredegar, Venue One (Tredegar) 5 days £2845 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Watford 5 days £2845 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Reading 5 days £4149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Brighton 5 days £4149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Milton Keynes 5 days £4149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Maidstone 5 days £5149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Norwich 5 days £5149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Worcester 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Warrington 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Preston 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Crewe 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Chorley 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Chester 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Carlisle 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Bolton 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Coventry 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Solihull 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Stoke-on-Trent 5 days £6149 Book OnlineEnquire
ITIL® Service Capability - Operational Support and Analysis 27/11/2017 Bromley 5 days £6149 Book OnlineEnquire
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FAQs

  • What time shall I arrive at the venue?

    Please arrive at the venue for 08:45am

  • What are the prerequisites?

    The Candidate must have a successfully passed ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

  • What is the duration of the course?

    5 days

  • Do I need to bring anything with me to the course?

    Note pad and pen

  • What exam do I need to take?

    The candidate will be required to complete the exam of 90 minutes on the last day of the course, this examination has a pass rate of 70%.

  • How long until I receive the course confirmation details?

    Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts

  • What is the experience of the instructor(s) delivering my course?

    All of our instructors are fully accredited and have over ten years of experience

Overview

Introduction

The BCS accredited ITIL® Service Capability - Operational Support and Analysis Course is for candidates looking to gain knowledge and skills over 5 days in IT Service Management.

Candidates will learn skills to deliver customer and business value. They will understand the operational support and analysis and how they react throughout different stages of the lifecycle. The service deployment management emphasises the responsibility of service provider environments. Skills learnt throughout this course will provide the candidate with an overall understanding of Operational Support and Analysis.

BCS regularly ensure we provide the highest training standards for our candidates. We supply the candidates with the maximum potential to develop their IT Service management skills further.

Prerequisites

  • The Candidate must have a successfully passed ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent before attending the course.

Pre-course Reading

Before attending the course candidates should use the following resources:

  • Demonstrate IT Terminology
  • Context release control
  • Service Management capacity exposure processes:
  • Service assets, configuration management, change management, service testing, validation management, knowledge management, release management, deployment management, and evaluation management
  • Read Key Element Guide Service Transition
  • Read Key Element Guide Service Operation
  • ITITL Core Publications
  • Candidates should complete 1 hour of studying during the duration of the course

Who should attend?

  • This course is ideal for IT professionals, business managers and business process owners looking to develop their IT Service management knowledge.

What will you learn?                                          

  • How to deliver business and customer values
  • How to underpin functions of Service Lifecycle support
  • How to contribute to Operational Support and analysis
  • How to manage organizational structure of activities and roles
  • How to gain business values from event management
  • How to measure metrics and models with incident management support
  • How to apply access management end-to-end processes
  • How to manage end-to-end flow functions

Course Outline

Introduction

 Operation Support and Analysis

  • Service management support
  • Service management practice concepts
  • Customer values
  • Business values
  • Service lifecycles
  • Operational support

Event management

  • Design strategies
  • Components and activities
  • Quality service
  • Benefits and business values

Incident Management

  • Inclusive incident management
  • Design strategy
  • Components
  • Roles
  • Organisational structure
  • Model measurement
  • OSA practices
  • Value benefits

Request Fulfilment

  • Design strategy
  • Activities
  • Roles
  • Interfaces
  • Model measurement
  • Metrics

Problem Management

  • Process flow problem management
  • Organisational structure
  • Models and metrics
  • Access management
  • Business values

The Service Desk

  • Service desk functions
  • Interfaces
  • Lifecycle phases
  • Test components
  • OSA practices

Functions

  • OSA flow functions
  • Management applications
  • Process implementation
  • Alleviate challenges
  • Implementing risk
  • Service management technologies

Conclusion 

What's Included

  • Courseware Book
  • Certificate
  • Experienced instructor
  • Refreshments
  • Official exams

 

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