ITIL® Intermediate Capability Path – Operational Support & Analysis

About the course

The Service Capability series is of interest to those who are looking for a deeper understanding of specific IT Service Management processes, process activities, and the execution and use of these processes throughout the Lifecycle.

This Operational Support and Analysis course highlights the practical aspects of the ITIL Service Lifecycle and the processes associated with Operational Support and Analysis (OSA). The main focus of this course is on the operational-level process activities for Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management. The course further teaches supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

Audience

The main target group for this ITIL® Intermediate Qualification Certificate includes, but is not restricted to:

  • IT professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the ITIL® Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization which has adopted and adapted ITIL® and who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • 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, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management which shall be presented as documentary evidence to gain admission.

  • At least 30 contact hours with an Accredited Training Organization (ATO) or an accredited e-learning solution, as part of a formal, approved training course
  • 2 to 4 years’ professional experience working in IT service management is highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management
  • It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

Additionally it is recommended that candidates:

  • Can demonstrate familiarity with IT terminology and understand Operational Support and Analysis within the context of their own business environment.
  • Have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines:
    • Event management process
    • Incident management process
    • Request fulfillment process
    • Problem management process
    • Access management process
    • Service desk
    • Technical management
    • IT operations management
    • Application management.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Operation and Service Transition publications.

Options of Course Delivery

  • In English and French
  • In class at the IT Chapter office located in Old Montreal, or virtual ONLINE (Instructor-Led) WEBEX
  • At the client site for group training to suit your needs

Certification Exam

  • This five (5) days classroom-training course with examination held on the afternoon of the 5th day and includes a sample examination and preparation to re-enforce the knowledge gained.
  • The format of the examination consists of a closed book paper of 8 multiple-choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed an additional 30 minutes and allowed use of a dictionary). The passing mark is 70% or more than 28 correct answers.

Course Content

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence in the following areas upon successful completion of the education and examination components related to this certification:

  • The value to the business of OSA activities
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
  • How the processes in OSA interact with other service lifecycle processes
  • How to use the OSA processes, activities and functions to achieve operational excellence
  • How to measure OSA
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • Specific emphasis on the service operation lifecycle processes and roles included in:
    • Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service
    • Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
    • Request fulfillment, which fulfills a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
    • Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
    • Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.
  • Operational activities of processes covered in other Lifecycle phases such as:
    • Change Management
    • Service Asset and Configuration Management
    • Release and Deployment Management
    • Capacity Management
    • Availability Management
    • Knowledge Management
    • Financial Management for IT Services, and
    • IT Service Continuity Management
  • Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.

The program covers the following modules:

The candidates are able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:

Introduction

The value to the business of OSA activities

  • The context of OSA activities within the service lifecycle
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance

Event Management

  • The purpose and objectives of the event management process
  • The scope of the event management process
  • The value to business and to the service lifecycle
  • The policies, principles and basic concepts of event management
  • Designing for event management
  • Use of event rule sets and correlation engines
  • The process activities, methods and techniques that enable this process and how it relates to the service lifecycle
  • The triggers, inputs and outputs, and interfaces
  • Information management within the event management process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the event management process
  • The challenges and risks associated with the event management process

Incident Management

  • The purpose and objectives of the incident management process
  • The scope of the incident management process
  • The value to business and to the service lifecycle
  • The policies, principles and basic concepts of incident management
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs and outputs and interfaces
  • Information management within the incident management process
  • How critical success factors and key performance indicators can be used to check the effectiveness and efficiency of the incident management process
  • The challenges and risks associated with the incident management process

Request Fulfilment

  • The purpose and objectives of the request fulfilment process
  • The scope of the request fulfilment process
  • The value to business and to the service lifecycle
  • The policies and principles of request fulfilment and the request model concept
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs and outputs and interfaces
  • Information management within the request fulfilment process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the request fulfilment process
  • The challenges and risks associated with the request fulfilment process

Problem Management

  • The purpose and objectives of the problem management process
  • The scope of the problem management process
  • The value to business and service lifecycle
  • The policies, principles and basic concepts of problem management and the problem model concept
  • Problem Analysis techniques and error detection in development environments.
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs and outputs, and interfaces
  • Information management within the problem management process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the problem management process
  • The challenges and risks associated with the problem management process

Access Management

  • The purpose and objectives of the access management process
  • The scope of the access management process
  • The value to business and service lifecycle
  • The policies, principles and basic concepts of access management
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs and outputs, and interfaces
  • Information management within the access management process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the access management process
  • The challenges and risks associated with the access management process

The Service Desk

  • The service desk role
  • The service desk objectives
  • Different service desk organizational structures
  • Different service desk staffing options
  • Measuring service desk performance
  • Issues and safeguards to consider when outsourcing the service desk

Common OSA functions and roles

  • The roles within each function
  • The roles within each OSA process
  • The objectives of each function
  • The activities of each function

Technology and Implementation considerations

  • The generic requirements for technology to support process capability
  • The evaluation criteria for technology and tools for process implementation
  • Project, risk and staffing practices for process implementation
  • The challenges, risks and CSFs related to implementing practices and processes
  • How to plan and implement service management technologies

Format

check eLearning Self-Study

Duration

90 days

Price

$760

Group discounts available

Schedule

Inquire

Take Classes at Your Office

Get a Quote!

IT Chapter Training Facility is located at

300 St-Sacrement, Suite 407 Montreal, QC H2Y 1X4

Tel: 514.868.2116 / 514.431.0542
E-mail: contact@itchapter.com