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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About Dunfermline

Dunfermline is a town located in Fife, Scotland. In 2011, the population recorded was 49,706 and the figures released in 2012 shown Dunfermline’s population as 50,380 which made It largest locality in Fife and tenth in Scotland.

Dunfermline town was recorded first in the 11^th century. The marriage of Malcolm III, King of Scotland and Saint Margaret at the church located in Dunfermline. This town has much historical significance and also provide facilities for leisure. The primary focus of employment is on service sector that has the largest employer being Sky UK. Other major employers in Dunfermline are Amazon, FMC Technologies, Best Western, Lloyds and Nationwide.

History

Dunfermline has rich history and heritage. Dunfermline signified Gaelic. A fort by a meandering rivulet and fort refers to a building called Malcolm Canmore’s that is at the Peninsular mount in Pittencrieff Glen. Dun means either a fort or hill. Fiar means winding or crooked. From this tower, Dunfermline originated as town and marked its existence. The arms of town are supported by two lions with motto ““Esto rupes inaccessa”.

Dunfermline City is one of the hidden jewel of Scotland and among an impressive place. History of Dunfermline goes back to the residence of kings of Scotland and history of Church.

Sport

Dunfermline is home to professional rugby, football as well as cricket teams. Dunfermline Athletic senior football team play their games at East End Park in Scottish Championship. The team has become famous after winning Scottish Cup twice in 1961 and 1968 and gained a reputation. Dunfermline Senior Rugby team play at McKane Park in Caledonia League Division. A cricket club is also based at Carnegie Cricket Ground which is an athletics ground at Pitreavie. A major extension to the centre was completed in November 2011. It includes 25 yards (23m) Edward training pool in new 25 meters 6 land deck level pool movable floor, there is an improved entrance and reception area with new gym and a new cafe.

Education

Dunfermline has 14 primary schools and four secondary schools. Other facilities include a private school and Calaiswood ASN School intended for children with health needs and learning difficulties.

Oldest secondary school in town is Dunfermline High School, established in 1816 and now it is called Queen Anne Street. Since 1994 school serves both western and southern parts of town as well as Kincardine and Rosyth that occupied a site on St Leonard’s Street. In Wellwood towards the north-west area of the town, Queen Anne High School is located. In 1972, Woodmill High School was updated which was originally a junior secondary. The school was developed in Priory Land. In 1969, St Columba’s high school was opened which is one of two Roman Catholic secondary schools in Fife. School server people are living in West Fife. Fife College provided further education and was known as Lauder Technical School in 1899 and Andrew Carnegie provided its funding. In 1910, the textile school was founded and funded by Carnegie. Later it was known as Technical School in 1927. In 1951 school was known as technical college and then it's named turned to Lauder College in late 20^th century. In 2007 it became Carnegie College.