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ITIL v3: Operational Support and Analysis

 
Course: 995     Type: Course Workshop     Duration: 5 Days

Quick Enroll    

You Will Learn How To
  • Prepare for and take the ITIL Operational Support and Analysis Certification Exam
  • Outline key activities for the Operational Support and Analysis processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Operational Support and Analysis processes, activities and functions
  • Evaluate the success of Operational Support and Analysis by applying key metrics

Course Benefits
Successful implementation of ITIL Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL Operational Support and Analysis Certification Exam.

Who Should Attend
This course is valuable for those who want to achieve ITIL Operational Support and Analysis certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshop
  • Detecting significant occurrences for the delivery of IT services
  • Returning to normal operations
  • Providing quick and effective access to standard services
  • Eliminating recurring incidents and minimizing unpreventable incidents

Course 995 Content
Introduction and Overview
  • Service Management as a practice
  • The Service value proposition
  • How Operational Support and Analysis supports the Service Lifecycle
Core Service Operation Processes
Event and Incident Management
  • Explaining triggers
  • Using metrics to check effectiveness and efficiency
  • Employing active and passive monitoring tools
  • Managing the incident lifecycle
  • Interaction with design services
Request Fulfillment and Problem Management
  • Scope of the processes
  • Dealing with service requests from users
  • Managing the lifecycle of problems
  • Value to the business and the Service Lifecycle
  • Triggers, input and output to other processes
Access Management
  • Policies, principals and basic concepts
  • Managing authorized user access
  • Executing Security and Availability Management policies
  • Challenges and critical success factors
  • Establishing metrics to ensure process quality
Common Service Operation Activities
  • Mainframe, server and network management
  • Storage, database services and directory services
  • Desktop support and middleware
  • Internet/Web, facilities management and information security
Service Desk
  • Establishing the Service Desk objectives
  • Organizational structures and staffing options
  • Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of Service Desk on customer perception
  • Reasons and options for outsourcing the Service Desk
Technical Management
  • Role and objectives
  • Organization structure
  • Balancing skill levels, utilization and cost
  • Metrics and documentation
IT Operations Management
  • Performing ongoing management and maintenance
  • Turning plans into action
  • Building repeatable, consistent actions
Application Management
  • Role, objectives and principals
  • Identifying functional and management requirements
  • Generic activities and organization
  • Design and deployment
  • Support and improvement
  • Metrics and documentation
Organizing Service Operations
Roles and responsibilities
  • Service desk and technical management
  • Operations and applications management
  • Event, incident and request fulfillment
  • Problem and access management
Service Operation organization
  • Options for organizing: technical specialties, activities, processes, geographies
  • Hybrid Service Operation organization structures
Technology and Implementation Considerations
  • Generic requirements and evaluation criteria
  • Managing change in Service Operations
  • Planning and implementing Service Management technologies
  • Assessing and managing risk

Important Course Information
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
  
 
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ITIL v3: Operational Support and Analysis
Upcoming Dates
Jul 21 - 25, 2008
 New York
Jul 21 - 25, 2008
 Ottawa
Aug 4 - 8, 2008
 Washington, DC (Alexandria, VA)
Aug 11 - 15, 2008
 Washington, DC (Rockville, MD)
Aug 18 - 22, 2008
 Los Angeles
Aug 18 - 22, 2008
 Toronto
Aug 25 - 29, 2008
 Chicago (Schaumburg)
Sep 22 - 26, 2008
 Washington, DC (Reston, VA)
Oct 20 - 24, 2008
 New York
Oct 27 - 31, 2008
 Washington, DC (Alexandria, VA)

ITIL v3: Operational Support and Analysis
Bring Learning Tree On-Site

Course Tuition
$ 2,950 Standard Tuition
Tuition with a Savings Plan
$ 2,075 10-Day Pass
$ 1,665 Training Passport
$ 1,830 Flex-Pass
$ 2,095 Voucher 10-Pack
$ 2,655 Alumni Gold Discount
$ 2,620 Government Discount
 

 

ITIL v3: Operational Support and Analysis

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APM Group--ITIL CPE 29 Credits 2 Hour(s) College Credit
Customer Service or Enroll: 1-800-843-8733