A Quick Glance

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    Learn to plan and execute the organisational services effectively

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    Delivered by certified instructors

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    Get to know about various processes and activities involved in the operational support and analysis

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    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
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Prerequisites

  • 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
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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
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What's included

  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.

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  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
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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 Leeds

After London, Leeds is the largest legal and financial Centre in the UK. Pentagon Training is one of the lead providers of high-quality training courses in Leeds. The venue is equipped with the modern learning resources to help you enhance your skills which will take you ahead in your career. Pentagon Training makes sure that all of their instructors have enough knowledge and experience to conduct the training so that you get the best quality of training. If you are residing in Leeds and want to upgrade your skills, then this training centre is the right choice for you.

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