TLG Learning Bellevue / Seattle 425-460-2200 or 800-460-2298
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Course Outline

 

ITIL® Intermediate Capability: Operational Support & Analysis with Certification Exam

Overview:

This Intermediate Capability ITIL® course is intended to provide, test and validate knowledge on industry practices in service management as documented in the ITIL® Service Lifecycle core publications.

Pre-requisite(s):

Hold the ITIL® Foundation Certificate in IT Service Management

Length/Cost:

5 Days, $3190

Outline:

Lesson 1 : Introduction to operational support and analysis

Operational Support and Analysis (OSA) terms and core concepts including the value to the business of OSA activities, the lifecycle within the OSA context the scope of OSA processes and functions and optimizing service operation performance

Lesson 2 : Event management, incident management, request fulfilment, problem management, access management

Each process inclusive of its design strategy, components, activities, roles, operation, organizational structure and interfaces with other processes
Efficient execution of the process and examples showing how it is used to ensure service quality within OSA
The benefits and business value that can be gained

Lesson 3 : The service desk

The complete end-to-end process flow for the service desk function, its design strategy, components, activities, operation and interfaces with other processes or lifecycle phases
Service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
A measurement model and the metrics that would be used to support the service desk function within OSA practices

Lesson 4 : Technical management, application management, IT operations management

The end-to-end process flow for other OSA functions, design strategy, objectives, components, activities, roles, operation, organizational structure and interfaces with other processes
Benefits and business value that can be gained from functions as related to OSA

Lesson 5 : Technology and implementation considerations

Technology requirements for service management tools and where/how they would be used within OSA for process implementation
The use of best practices to alleviate challenges and risks when implementing service management technologies

Schedule:

= "Guaranteed to Run"
ILT - Instructor-Led Training | MLT - Mentor-Led Training | Anywhere LIVE OLT - Live Online Training | Bellevue LIVE OLT - Live Online Training
Location RegisterTime
Anywhere
(Live-OLT)
Oct 07 - Oct 11 6:00AM-2:00PM Pacific Time
Anywhere
(Live-OLT)
Dec 09 - Dec 13 6:00AM-2:00PM Pacific Time


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