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 Poole

Poole

Poole is situated on the south coast of England in the county of Dorset. It is also treated as a seaport and a large coastal town. Poole is 33 km east of Dorchester and also joins Bournemouth in the east. In 1997 local Council Borough of Poole was made a unitary authority. It gained its administrative independence from Dorset County Council. According to 2011 Census, Borough had a population of 147,645. This population made it second largest town in Dorset.

Along with Bournemouth and Christchurch, town forms South East Dorset Conurbation. It had a total population of over 465,000.

Human settlement in Poole started back before the Iron Age. Town’s name was earliest recorded in the 12th century when town emerged as an important port. With the introduction of wool trade, this town prospered. The Later city developed significant trade links with North America. During the 18th century, it was one of the busiest ports in Britain. During Second World War, Poole was main departing ports for Normandy landings.

Poole is also a tourist resort that attracts many visitors. Poole is popular due to its natural harbour, incredible history, Lighthouse arts centre and Blue Flag beaches. Royal National LifeBoat Institution headquarters are also located in Poole. Royal Marines have a base in town’s harbour. Poole is also home to Arts University Bournemouth, an important part of Bournemouth University and Bournemouth Symphony Orchestra.

History

During the 19th century, there was a coastal trade to and from Poole. Trade declined rapidly when the railway was built to Hamworthy side of the bridge. People in business were now able to transport goods to and from Poole with the help of rail. In 1872 another railway was built in the middle of the Poole. During 19th century life in Poole improved. In 1887 first public library was opened. In 1890 Poole Park was opened, and in the same year, Parkstone Park was opened.

In novels of Gullivers Travels, Lilliput was the name of the land. According to some information, there was a house called Lilliput. This house existed at beginning of 19th century, and this gave this area a name Lilliput.

Electric trams started running during 1901 through the streets of the Poole, but then buses replaced them. In 1935 last trams ran in Poole.

In 1910 first cinema in Poole was opened. Municipal offices at Poole were built in the year 1932. The population of Poole was 19,000 in the 20th century, but later it grew at a phenomenal rate. Old industries of brick making, brewing and shipbuilding decline during the 20th century. Pottery industry survived somehow. In 1969 Dolphin Centre was opened. Poole general hospital was opened in 1969. In 1974 Poole Lifeboat Museum was opened. In 1978 Arts Centre was opened. Poole became a unitary authority in the year 1997. In the 21st century, Poole has become a Pottery Centre which made it an attractive tourist destination. Today Poole flourishes on Tourism. In 2007 Poole Museum was reopened. Present Population of Poole is 138,000.

 

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