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 Colchester

Colchester is a large historic city and the main settlement within the Colchester region in Essex country. During 2011 census, it had 121,859 population which was a substantial rise from the preceding survey and with considerable growth since 2001 and continuing structure plans, it has been called as one of Britain's wildest emerging towns. The Colchester is involved to be the oldest town in Britain. It was for a time the capital of Roman Britain and is a member of the Most Ancient European Towns Network.

Colchester is some 50 miles northeast of London and is associated with the capital by the A12 road and the Great Eastern Main Line. It is understood as a popular town for commuters and is less than 30 miles away from Stansted Airport and 20 miles from the nearside ferry port of Harwich.

Colchester is home to Colchester Castle and Colchester United Football Club. It has a Traditional Member of Parliament, Will Quince, who was chosen in the 2015 General Election. The correct demonym is Colcestrian. The River Colne goes through the town.

Climate:

Colchester is in one of the driest areas of the United Kingdom with average annual precipitation at 635 mm, although among the wetter places in Essex. Colchester is usually stared as having an Oceanic weather like the rest of the United Kingdom. Its easterly position within the British Isles makes Colchester less prone to Atlantic despairs and weather facades but more prone to lacks.

This is due to the fact that the most areas in South-East England, Colchester's weather is prejudiced more by Mainland weather designs than by Atlantic weather systems. This leads to a dry climate likened to the rest of the UK all year round and chance excesses of temperatures during the year and quite a few nights below freezing during the winter months. Any rainfall that does come from Atlantic climate systems is typically light, but a few heavy showers and thunderstorms can take place during the summer. Snow falls on average 13 days a year during winter and early spring.

Governance:

The Member of Parliament for Colchester is Will Quince. Colchester Borough Council is the local authority. Control of the borough council has approved between the Traditionalists and Liberal Democrats or has been under no general power, in new years. The political configuration of the board as of the 2015 election:

The town is also branded on Essex County Council, covering six County electoral divisions. Villages within the area are meant by various parish councils. The urban area of Colchester includes only one parish council with the rest of Colchester Town being unparished.

The seat of local government is Colchester Town Hall, a late-Victorian baroque edifice by John Belcher. It is the latest in a sequence of local government structures to have erected on the same site since the 12th century. The 162-foot clock tower was obtainable by James Paxman; it is surpassed by a figure of St Helena, who is related by legend to the town.