A Quick Glance

  • black-arrow

    Learn to plan and execute the organisational services effectively

  • black-arrow

    Delivered by certified instructors

  • black-arrow

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

  • black-arrow

    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
More

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
More

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
More

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.

More

  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
More


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 Sheffield

Sheffield is a city area in South Yorkshire, England. Actually part of the West Riding of Yorkshire, its name originates from the River Sheaf, which innings through the city. With some of its southern suburbs occupied from Derbyshire, the city has grown up from its main manufacturing roots to include a broader economic base.

In the 19th century, Sheffield increased a global reputation for steel manufacture. Known as the Steel City, many novelties were industrialised nearby, counting container and stainless steel, powering an almost tenfold increase in the population in the Industrial Rebellion. Sheffield conventional its public charter in 1843, flattering the City of Sheffield in 1893. International rivalry in iron and steel produced a weakening in these businesses in the 1970s and 1980s, according to with the failure of coal withdrawal in the area.

Government:

Sheffield is ruled at the local level by Sheffield City Council. It contains 84 councillors chosen to signify 28 words: three councillors per district. Following the 2016 local votes, the delivery of assembly places is Labor. The city also has a Lord Mayor though now just a ritual position, in the past, the office approved substantial authority, with decision-making powers over the funds and businesses of the city assembly.

Much of its past the assembly was skilful by the Labor Party, and was noted for its leftist understandings; during the 1980s, when David Blunkett ran Sheffield City Council, the area augmented the epithet the Socialist Republic of South Yorkshire. Though, the Liberal Democrats measured the Council between 1999 and 2001 and took control again from 2008 to 2011.

Climate:

Like the break of the United Kingdom, the weather in Sheffield is usually temperate. The Pennies to the west of the city can make a cool, depressed and wet atmosphere, but they also deliver shelter from the usual westerly breezes, forming rain shadow across the area.  Between 1971 and 2000 Sheffield be about 824.7 millimetres (32.47 in) of rain per year. December was the rainiest month with 91.9 millimetres (3.62 in) and July the dehydrated with 51.0 millimetres (2.01 in). July was also the hottest month, with an average maximum temperature of 20.8 °C (69.4 °F). The regular least temperature in January and February was 1.6 °C (34.9 °F), however the lowermost heats recorded in these months can be between −10 and −15 °C (14 and 5 °F), though since 1960, the temperature has never fallen below −9.2 °C (15.4 °F), signifying that urbanization around the Weston Park site during the second half of the 20th century may stop temperatures below −10 °C (14 °F) happening.

More