330 – ITIL Operational Support & AnalysisDownload Course Outline
Title: ITIL Operational Support & Analysis Course 330; 5 Days, Instructor-led
Description: This five-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support & Analysis of services. The main focus of the course is on the operational level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL Best Practice and positions the learner to successfully complete the associated examination. Key items covered include, Incident, Program, Event and Access Management along with Request Fulfillment.
At Course Completion: The goal of the course is to provide: Understanding Service Management as a Practice and the principles, purposes and objectives of Operational Support and Analysis Understanding the importance of Operational Support and Analysis in service provisioning and understanding how the in-scope processes interact with other Service Lifecycle Processes The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence How to measure performance The importance of IT Security Understanding technology and implementation requirements The challenges, critical success factors and risks
Audience & Prerequisites: The course is ideally suited for Individuals and operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management ITIL Foundation certificate
Course Outline Details: Unit 1: Introduction Business Value of OSA Activities Scope of the Process Context of OSA Activities within the Service Lifecycle Support of ASA Activities for the Service Lifecycle Optimizing Service Operation Performance Unit 2: Event Management Purpose, Objectives, Scope, Value of the Process Designing for Event Management Process Activities, Methods, and Techniques Event Occurrence, Event Notification, and Event Detection Responses to Events Review Actions and Close events Triggers, Inputs, Outputs and process Interfaces Process Measurement CSI References within the Context of Event Management Challenges and Risks Unit 3: Incident Management Purpose, Objectives, Scope, Value of the Process Process Activities, Methods and Techniques Incident Identification and Logging Incident Categorization and Prioritization Initial Diagnosis Incident Escalation, Investigation and Diagnosis Incident Resolution, recovery and Closure Triggers, Inputs, Outputs and Interfaces with Other Processes Process Measurement CSI References within the Context of Incident Management Challenges and Risks Unit 4: Request Fulfillment Purpose and Objectives, Scope of the Process, Value to the Business Policies, Principles, Basic Concepts, Process Activities Triggers, Inputs, Outputs and Interfaces with other Processes Process Activities, Methods, Techniques, and Relationships with the Service Lifecycle Process Measurement Challenges and Risks Unit 5: Problem Management Purpose and Objectives, Scope of the Process, Value to the Business Process Activities, Methods, Techniques, and Relationships with the Service Lifecycle Problem Detection and Logging Problem Categorization and Prioritization Problem Investigation and Diagnosis Workarounds and Raising a Known Error Record Problem Resolution and Closure Major Problem Review Information Management Process Measurement Challenges and risks Unit 6: Access Management Purpose and Objectives, Scope of the Process, Value to the Business Policies, Principles, Basic Concepts, Process Activities Request Access and Verification Provide Rights Check and Monitor Identity Status Log and Track Access Remove or Restrict Rights Triggers, Inputs, Outputs and Interfaces with other Processes Information Management Process Measurement Unit 7: Service Desk Role of the Service Desk Service Desk Objectives, Organizational Structures, Staffing Measuring Service Desk Performance Outsourcing the Service Desk Unit 8: Common OSA Functions and Roles The Technical Management Function The IT Operations Management Function The Application Management Function Roles and Responsibilities Unit 9: Technology and Implementation Considerations Generic Technology Requirements Evaluation Criteria for Technology and Tools for Process Implementation Project, Risk, and Staffing Practices for Process Implementation Challenges, Critical Success Factors, and Risks in Process Implementation Planning and Implementing Service Management Technologies Unit 10: Exam Preparation Guide Mock Exams
Start Date: 08/05/2019
End Date: 08/09/2019