Operational Support and Analysis

$2,995.00

Description

Operational Support and Analysis

CLASS DETAILS

Dates: Sept. 10-14

Times: 9 am- 5 pm

Price: $2995

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

  • Introduction
  • Event Management
  • Incident Management
  • Request Fulfillent
  • Problem Management
  • Access Management
  • The Service Desk
  • Common OSA Functions
  • Technology and Implementation Considerations

In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

The target group of the ITIL Expert Qualification: Operational Support and Analysis is:

  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the v2 Foundation plus the v3 Foundation Bridge Certificate and who wish to advance to higher-level ITIL certifications
  • Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an on-going service improvement program
  • Operational staff involved in the Event Management Process, the Incident Management Process, the Request Fulfilment Process, the Problem Management Process, the Access Management Process, the Service Desk, Technical Management, IT Operations Management and Application Management

This may include, but is not limited to, IT professionals, business managers and business process owners.

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

It is also strongly recommended that candidates:

  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • Have experience working in the 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 Fulfilment Process
    • Problem Management Process
    • Access Management Process
    • Service Desk
    • Technical Management
    • IT Operations Management
  • Application Management

It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, in particular, the ITIL Service Operation publication.

Course Length

  • Five days- includes lecture, classroom group exercises, exam preparation, and exam

Exam

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Class Size

Maximum of 18 students

 

Objectives

Introduction

  • The value to the business of OSA activities
  • The scope of OSA processes and functions:
    • Event
    • Incident
    • Problem and Access Management
    • Request Fulfillment
    • The Service Desk
  • How OSA supports 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, 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 all basic concepts of Incident Management
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, outputs and interfaces
  • Information Managementwithin the Incident Management process
  • How critical success factors and key performance indicators can be used to check 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, outputs and interfaces
  • Information Managementwithin 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 to the service lifecycle
  • The policies and principles of Problem Management and the problem model concept
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, outputs and interfaces
  • Information Managementwithin 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 to the 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, outputs and interfaces
  • InformationManagement 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

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

Functions

  • The roles of each function
  • Their objectives
  • Each function’s activities

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 Critical Success Factors related to implementing practices and processes
  • How to plan and implement Service Management technologies

Summary; Exam Preparation and Directed Studies

Eligibility for the exam

To be eligible for the ITIL Expert Qualification: Operational Support & Analysis examination, the candidate must have fulfilled the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication.

23 Seats Available (can be backordered)