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

Call Us

+44 1344 961530

E-Mail Us

info@pentagonit.co.uk

Introduction
Course Details
Course Content
Enquire

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

Enquire Now

----- OR -------

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

About Nottingham

Nottingham

Nottingham city is located in England and 128 miles north of London. As part of Queen Victoria’s Diamond Jubilee celebration, Nottingham gained its city charter. This town has links with legend of Robin Hood and lace making, tobacco and bicycle industries. Nottingham is a famous tourist destination. Visitors spend a significant amount of money. In 2015, the population of this city was 321,550. The metropolitan economy is the seventh largest in United Kingdom with GDP of $50.9 billion. Globalisation and World Cities Research Network ranked it as a Sufficiency-level world city. Nottingham is a major sporting centre and named as ‘Home of England Sport’ in October 2015. Various traditional centres like National Ice Centre, Trent Bridge and Holme Pierrepont National Watersports Centre are located in Nottingham. It is also a home for two professional football teams. The city has professional ice hockey, rugby, cricket teams and international tennis tournament for WTA and ATP tours.

UNESCO named the Nottingham “City of Literature” on December 11, 2015. Including Norwich, Prague, Melbourne and Barcelona. This title demonstrates rich literary heritage of Nottingham. Nottingham has two universities named Nottingham Trent University and the University of Nottingham. The University of Nottingham has almost 70,610 students. Around 43,765 students are at Nottingham Trent University.

History

Electric trams started in Nottingham in the year 1901. Nottingham Council began building houses in 1920’s and 1930’s. Many houses have been constructed in new estates in the north of the city. In 1948 Nottingham University was founded. Nottingham developed rapidly in the 20th century. In late 20th century, main industries of Nottingham was tobacco, bicycles, textiles, printing and pharmaceuticals. Today the population of Nottingham is 305,000.

Economy

Nottingham city council announced that s part of the economic strategy of the city. Target sectors include life sciences, financial, business services, low carbon technologies, retail and leisure services.

Nottingham is a home to various companies headquarters. Companies include Pedigree, American clothing VF cooperation, Chinese made automobiles, Chinook Sciences and much more. Nottingham is also the home to Nottingham Building Society that was established in 1849. Other companies include Driving Standards Agency, BBC East Midlands, Government office for East Midlands and HM Revenue and Customs.

In 2005, Nottingham was made one of six science cities of UK. Now Cycle Manufacturing is a major industry in Nottingham. It is also a host to UK’s first and only local authority-owned. In 2015, Nottingham was ranked in top 10 UK cities for job growth. Various new companies started in Nottingham in 2014/2015 than any other city of UK.