ITIL® Operational Support and Analysis

An in-depth review of the ITIL Operational Support and Analysis concepts, processes and best practices

Course Code : 7001
ITIL® Operational Support and Analysis 0 5 0

Overview

In this course participants learn about the principles, concepts, processes and best practices described in the ITIL® operational support and analysis syllabus. Operational support and analysis covers information from the ITIL service operation core volume. This course focuses on concepts, techniques and aspects that are important to managing operational services. This course covers the processes of event management, problem management, incident management, request fulfilment and access management. It also covers the functions of service desk, technical management, IT operations management and application management.

The course focuses on hands-on information about designing and implementing these processes and functions.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive operational support and analysis exam results.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Schedule Classes

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 5 days

Live Virtual Classroom
Duration: 5 days

What You'll learn

  • Review of basic service management concepts
  • Event management
  • Incident management
  • Problem management
  • Request fulfilment
  • Access management
  • Service desk
  • Common operational functions
  • Improving operational support and analysis
  • Technology and implementation considerations

Outline

  • History of ITIL
  • What is a service?
  • Utility, warranty and value
  • Assets, resources and capabilities
  • What is a service management?
  • Stakeholders
  • Processes and functions
  • Generic service management roles
  • The service lifecycle map
  • Design coordination
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Justification for the service desk
  • Objectives
  • Organizational structures
  • Purpose of a single point of contact
  • Importance of properly trained and staffed service desk
  • Service desk tools
  • Outsourcing considerations
  • Key roles
  • Common functions
  • Technical management
  • IT operations management
  • Application management
  • Relationship between business goals and objectives
  • Measuring operational support and analysis performance
  • Service and process measurement frameworks
  • Rules and policies for creating a reporting framework
  • How operational support and analysis processes are measured and reported
  • How operational support and analysis processes support the seven-step improvement process
  • Monitoring, reporting and improving operational support and analysis processes and capabilities
  • Good practices for process implementations
  • Good practices for technology design, evaluation and implementation
  • Challenges, risk and critical success factors related to designing, transitioning and operating service management processes and supporting technologies
Each participant receives a copy of the following Kindle books:

  • Service Operation: Practical Applications of Operational Concepts, Processes and Best Practices
  • Core Elements of Service Operation
  • Operational Support and Analysis Exam Questions – Set 1
  • Operational Support and Analysis Exam Questions – Set 2
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Prerequisites

There are no mandatory prerequisites.

Who should attend

The ITIL Operational Support and Analysis course is highly recommended for current and aspiring-

  • IT professionals
  • Service desk professionals
  • Business professionals
  • Executive leadership
  • Service management professionals
  • Incident managers
  • Problem managers
  • IT governance professionals
  • Financial management professionals
  • Business relationship managers
  • Service level managers
  • Service transition professionals
  • Release and deployment management professionals
  • Knowledge management professionals
  • Service operation professionals
  • Change managers
  • Quality improvement professionals
  • Continuity planning professionals
  • Information security professionals
  • Anyone interested or involved in application of ITIL and service management best practices

Interested in this course? Let’s connect!

Certification Exam Details

The ITIL® Operational Support and Analysis certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answers reward a different number of points based on level of accuracy according to the following scale:

  • Best answer – 5 points
  • 2nd Best answer – 3 points
  • 3rd Best answer – 1 point
  • Worst answer – 0 points

A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Operational Support and Analysis certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL service operation core book. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 4 credits in the ITIL® certification scheme.

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