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ITIL Service Capability: Operational Support and Analysis
Duration
5 Days
Course
LQPN-2727-MG
Available Formats
Online Training
Course Description
Overview
In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.
Objectives
- Importance of service management as a practice concept and operational support and analysis principals, purpose, and objective
- Importance of ITIL operational support and analysis while providing service
- Processes in ITIL operational support and analysis interact with other service lifecycle processes
- Processes, activities, methods, and functions used in each of the ITIL operational support and analysis processes
- How to use the ITIL operational support and analysis processes, activities, and functions to achieve operational excellence
- How to measure ITIL operational support and analysis
- Importance of IT security and its contributions to ITIL operational support and analysis
- Technology and implementation considerations surrounding ITIL operational support and analysis challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks
Audience
- IT operations, technical, or IT management personnel requiring more information about ITIL best practices
- Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
Prerequisites
- ITIL Foundation Certification (v3 or newer) required
- Two to four years of relevant work experience
- To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publicationService Operation (2011 Edition, ISBN 9780113313075) and complete at least 12 hours of personal study
Topics
1. Service Operation Practices
- Business Value of Operational Support and Analysis
- Scope of Operational Support and Analysis Processes and Functions
- How Operational Support and Analysis Activities Support the Service Lifecycle
- Optimizing Service Operation Performance
2. Event Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Information Management within the Event Management Process
- Challenges and Risks
3. Incident Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Information Management within the Incident Management Process
- Challenges and Risks
4. Problem Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Information Management within the Problem Management Process
- Challenges and Risks
5. Request Fulfillment Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Information Management within the Request Fulfillment Process
- Challenges and Risks
6. Access Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Information Management within the Access Management Process
- Challenges and Risks
7. Service Desk Function
- Service Desk Role
- Objectives
- Different Service Desk Organizational Structures
- Service Desk Staffing Considerations
- Measuring Service Desk Performance
- Issues and Safeguards to Consider When Outsourcing the Service Desk
8. Common Operational Support and Analysis Functions
- Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions
9. Improving Operational Support and Analysis
- Relationship Between Business Goals and Metrics to Measure Operational Performance
- Service and Process Measurement Frameworks
- Rules and Policies for Creating a Successful Reporting Framework
- How Operational Support and Analysis Practices Support Continual Service Improvement
10. 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, Risks, and CSFs for Implementing Practices and Processes
- Planning and Implementing Service Management Technologies
11. Exam Preparation/Mock Exam
Related Courses
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ITIL Expert Qualification: Managing Across the Lifecycle
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Self-Paced Training Info
Learn at your own pace with anytime, anywhere training
- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
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