ITIL® Service Capability - Operational Support and Analysis| Pentagon Training

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Introduction
Course Details
Course Content
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A Quick Glance

Learn to plan and execute the organisational services effectively
Delivered by certified instructors
Get to know about various processes and activities involved in the operational support and analysis
Pentagon Training is trusted by many leading brands

Planning and implementing are crucial parts while developing any service in the organisation. It is very important to have a standard guidance using which the task of planning and executing can be done properly. ITIL® Service Capability - Operational Support and Analysis provides standard guidance through which you can plan and execute processes within ITIL Operational Support and Analysis. Through ITIL® Service Capability - Operational Support and Analysis course, you will be able to master the key ITIL® processes that are needed to create a stable infrastructure of IT on which a business can rely on.

Who should take this course

ITIL® Service Capability - Operational Support and Analysis course are best suited for the following:

Configuration Manager
Availability Manager
System Software
Application Support
Problem Manager
Network Support
IT Operations Managers
Database Administrator
Network Control and Operations

The professionals who want to attend ITIL® Service Capability - Operational Support and Analysis course must hold ITIL® Foundation Certificate
Having some prior experience in same domain can be beneficial

What Will You Learn

During our ITIL® Service Capability - Operational Support and Analysis course, you will be able to:

Understand the importance of service management as the practice concept and organisational support
Learn the importance of ITIL® operational support and analysis for effective output
Get to know about various functions, activities, and methods used in the process of ITIL® operational support and analysis
Determine the metrics to measure ITIL® operational support and analysis

Exam(s) included

Certificate

Key Learning Points

Tutor Support

Course Overview

Pentagon Training introduces ITIL® Service Capability - Operational Support and Analysis training that provides knowledge of practical aspects of the ITIL® Service Lifecycle and functions or activities associated with it. The intent of the course is to help candidates learn about the practical application of the ITIL® concepts, organisational structures, processes and activities. Our experienced trainer will help the delegates to clear the exam in the first attempt successfully.

Some major process and function areas in this course are:

Event Management process
Request Management process
Incident Management process
Access Management process
Problem Management process

Some organisational functions that are focused in this course are:

Technical Management
It Operations Management
Service Desk
Application Management

Exam

Each delegate will have to pass an examination that will be conducted at the end of the training to measure comprehension of the body of knowledge. The exam consists of 8 Multiple Choice, scenario based Questions (MCQ’s). For MCQs, four options will be provided, out of which one would be the correct answer.

One will need to have 70 percent marks to clear the exam. Our trainers will help the delegates to have a deep understanding of the subject.

The exam is 90 minutes, and one needs to complete all questions within that period only.

The language used in the exam would be English. Selection of language depends upon the comfort of the trainer.

All other details regarding exams will be provided during the training by our experts.

Course Content

Service Operation Practices

Define Service Operations
Organisational Value
Scope and objective of processes and functions ofOperational Support and Analysis
Support the Service Lifecycle by using Operational Support and Analysis Activities
Optimising Service Operation Performance

Event Management Process

Define 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

Incident Management Process

Define 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

Problem Management Process

Define 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

Request Fulfilment Process

Define Request Fulfilment 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 Fulfilment Process
Challenges and Risks in the process

Access Management Process

Define 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

Service Desk Function

Define Service Desk Function
Role of Service Desk
Objectives
Different Service Desk Structures of the Organization
Service Desk Staffing Considerations
Measuring the performance of Service Desk
Issues and Safeguards for Considering When to Outsource the Service Desk

Common Operational Support and Analysis Functions

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

Improving Operational Support and Analysis

Relationship between Business Goals and Metrics for Measuring Operational Performance
Framework for measuring service and process
Rules and Policies for Creating a Reporting Framework
How Operational Support and Analysis Practices Support Continual Service Improvement

Technology and Implementation Considerations

Requirements for Generic Technology
Process implementation: Evaluation Criteria for Technology and Tools
Project, Risk, and Staffing Practices for Successfully Implementing a process
Risks, Challenges and CSFs for Implementing Practices and Processes
Plan and Implement Service Management Technologies

ITIL® Service Capability - Operational Support and Analysis Enquiry

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Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Bristol

With a population of 449,300 in 2017 , Bristol is located in south west England. It has borders with Somerset and Gloucester. Earlier known as Brycgstow (the place at the bridge),it was known to be the starting point for many a great explorations. Bristol's modern economy rests on creative media, electronics and aerospace industries. The city-centre docks have been reconstructed as heritage centres. Its currency is the Bristol pound.It is home to the te University of the West of England and the University of Bristol . Besides, it also has many other artistic and sporting organisations and venues.

History

Findings in Bristol point out to the presence of inhabitants during the Paleolothic Age. Bristol came into being around 1020 AD. It started off as a trading center that produced silver pennies. It further developed as a port during the 11th century. The stone bridge that gives Bristol its name (built in 1247 AD) was replaced in 1760’s. In the mid 14th Century, half of Bristol was lost to the Black Death. During the 15th and 16th Century , Bristol had trade links with Ireland, Iceland, and Gascony. The Diocese of Bristol was founded in 1542. Bristol kept on growing in the coming centuries. By the 20th Century its population increased to 428,089 in 1971 from 330,000 in 1901. Bristol also saw massive damages from the German and Nazi armies during the second world war. The Bristol city centre when rebuilt had numerous skyscrapers. The 1980s saw the closure of some of the main roads. Some of the areas had to be restored and regenerated. The city centre's tallest towers was demolished. Bristol also saw changes to its roads when M4 and M5 were introduced.

Sport

Bristol has teams representing all the major national sports. Bristol City and Bristol Rovers are the city's leading football clubs. Bristol Rugby (Rugby Union) and Gloucestershire County Cricket Club are also based in the city.

Gloucestershire County Cricket Club has its headquartersat the Bristol County Ground. It plays its home games at the same ground. Formed by the family of W. G. Grace, it is arguably Bristol's most successful as Gloucestershire CCC also won the Royal London One-Day Cup in 2015. The Bristol Flyers are a well known basketball team from Bristol. They have achieved some good success in the British Basketball League, since 2014. Bristol Aztecs are another team from Bristol who play in the BAFA National Leagues. Iice hockey made a comeback to Bristol after a 17-year period when The Bristol Pitbulls playing at Bristol Ice Rink. Bristol sponsors an a half marathon every year. It played host to the 2001 IAAF World Half Marathon Championships also. Bristol and West AC, Bitton Road Runners and Westbury Harriers are athletic clubs from Bristol. Bristol has staged the finishing and starting stages of the Tour of Britain cycle race. Facilities in the city were used as training camps for the 2012 London Olympics. The Bristol International Balloon Fiesta, a major UK hot-air ballooning event, is held each summer at Ashton Court.