Mastering ITIL Intermediate Courses requires IT professionals to obtain great insight into the ITIL body of knowledge and to learn how to apply ITIL in real life. ITpreneurs’ blended Operational Support and Analysis (OSA) training Course uses an optimal mix of training methods to achieve this result in a way that is most convenient, effective, and economical to learners. Learners obtain the “knowing” component of the Course by completing 10 hours of self-paced eLearning in their own time and at their own pace. After completing the eLearning component of the Course, the program taps into the natural strengths of the classroom. In 2.5 days, learners are provided with a safe environment where they can learn to “apply” their knowledge through a combination of case studies, assignments, and role plays. Thinking beyond the traditional classroom “box” and presenting students with an optimal mix of Learning methods.
This ITIL Intermediate Course immerses learners in the practical aspects of the ITIL Service Lifecycle and Processes associated with the Operational Support and Analysis of services. The main focus of this 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 uses an optimal mix of Learning methods to provide learners with the most effective way to build their ITIL knowledge with respect to Operational Support and Analysis, and to apply this knowledge in real life. Learners can complete eLearning modules on their own time to build their knowledge and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in Practice.
Duration Learning Credits
4 days – 32 hours of 32 PDU’s
Session
Public Classroom Pricing:
Early Bird Price: AUD 3555.00
Regular Price: AUD 3999.00
Instructor-Led Virtual Live Pricing:
Early Bird Price: AUD 2995.00
Regular Price: AUD 3555.00
Private Group/ In-House Learning:
Have a group of 3 or more people?
Register yourself with a special pricing and
request the training exclusively
Introduction
● Course Introduction
● Course Learning Objectives
● Unique Nature of the Course
● Course Qualification Scheme
● Course Agenda and Exam Details
● Event Management
● Purpose and Objectives
● Scope of the Process
● Business Value of the Process
● Policies, Principles, and Basic Concepts
● Designing for Event Management
● Use of Event Rule Sets and Correlation Engines
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Process Interfaces
● Information Management
● Process Measurement
● CSI References within the Context of Event Management
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Incident Management
● Purpose and Objectives
● Scope of the Process
● Business Value of the Process
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other Processes
● Information Management
● Process Measurement
● CSI References Within the Context of Incident Management
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Request Fulfilment
● Purpose and Objectives
● Scope of the Process
● Business Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other Processes
● Information Management
● Process Measurement
● Challenges and Risks
● Group/Individual Exercise
● Problem Management
● Purpose and Objectives
● Scope of the Process
● Business Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other Processes
● Information Management
● Process Measurement
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Access Management
● Purpose and Objectives
● Scope of the Process
● Business Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other Processes
● Information Management
● Process Measurement
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
Service Desk
● Role of the Service Desk
● Service Desk Objectives
● Service Desk Organizational Structures
● Service Desk Staffing
● Measuring Service Desk Performance
● Outsourcing the Service Desk
● Group/Individual Exercise
● Sample Test Question
Common OSA Functions and Roles
● The Technical Management Function
● The IT Operations Management Function
● The Application Management Function
● Roles and Responsibilities
● Group/Individual Exercise
● Sample Test Question
Technology and Implementation Considerations
● Generic Technology Requirements
● Service Management Tools
● Evaluation Criteria for Technology and Tools for Process Implementation
● Project, Risk, and Staffing Practices for Process Implementation
● Challenges, Csfs, and Risks in Process Implementation
● Planning and Implementing Service Management Technologies
● Group/Individual Exercise
● Sample Test Question
Exam Preparation Guide
● Mock Exam 1
● Mock Exam 2
The Operational Support and Analysis Capability Course will be of interest to:
● Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
● Individuals and / or 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
● IT professionals involved in IT Service Management implementation and improvement programs.
● A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business Process owners, IT practitioners.
● Understanding Service Management as a Practice and the Principles, purposes and Objectives of Operational Support and Analysis.
● Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope Processes interact with other Service Lifecycle Processes
● The activities, methods and functions used in each of the Operational Support and Analysis Processes
● The application of Operational Support and Analysis Processes, activities and functions to achieve operational excellence
● How to measure Operational Support and Analysis performance
● The importance of IT Security and how it supports Operational Support and Analysis
● Understanding technology and implementation Requirements in support of Operational Support and Analysis
● The challenges, critical success factors and Risks related with Operational Support and Analysis