1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Operational Support and Analysis

 
Course: 995   Type: Course Workshop   Duration: 5 Days
 
 

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

Through workshops, you gain knowledge of the Operational Support and Analysis processes. Workshops include:
  • Managing incidents and events in the provision of IT services
  • Returning to normal operations
  • Providing quick and effective access to standard services
  • Eliminating recurring incidents and minimizing unpreventable incidents

Related Courses

 
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. 		 

Upcoming Dates


For complete schedule, please visit www.learningtree.com
 
http://www.learningtree.com/courses/995pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Operational Support and Analysis

 
Course: 995   Type: Course Workshop   Duration: 5 Days
 
 
Course 995 Content
 

Introduction and Overview

  • Service Management as a practice
  • The Service value proposition
  • The role of Operational Support and Analysis processes in the lifecycle
  • How Operational Support and Analysis supports the Service Lifecycle

Core Service Operation Processes

Event Management

  • The purpose, goal and objectives of Event Management
  • Explaining triggers
  • Using metrics to check effectiveness and efficiency
  • Employing active and passive monitoring tools

Incident Management

  • Managing the Incident Lifecycle
  • Interaction with design services
  • Incident Management involvement on Information Management

Request Fulfillment

  • Scope of the processes
  • Dealing with service requests from users
  • How metrics can verify effectiveness and efficiency of the Request Fulfillment process

Problem Management

  • Managing the lifecycle of problems
  • Value to the business and the Service Lifecycle
  • Triggers, input and output to other processes

Access Management

  • Policies, principles 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 principles
  • 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
 
http://www.learningtree.com/courses/995pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Operational Support and Analysis Tuition

 
Course: 995   Type: Course Workshop   Duration: 5 Days
 
 

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
 

 

Your Course Tuition Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate awarding Continuing Education Units
  • FREE participation in Professional Certification
  • FREE participation in College Credit programs (including related exams)

Important Course Information:

  • Approx. 5 to 8 hours of pre-course preparation
  • 1 hour of home study each evening
  • Course fee includes the ITIL Operational Support and Analysis Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day
  
 

Tuition Savings Plans

Training Passport
  • 3 courses in 12 months
  • As little as $1,665 per course
  • Savings as much as 40%
  • Only $4,990
Flex Pass
  • 3 courses in 24 months
  • As little as $1,830 per course
  • Save as much as 35%
10-Day Pass
  • A NEW way to save on training
  • 10 days of training for one person
  • Save as much as $990 per course
  • Only $4,150
Training Vouchers
  • Save as much as $950 per course
  • Fully transferable
  • As low as $2,095 per course
Alumni Gold Discount Attend your first course and you'll receive a personalized Alumni Gold Discount card, entitling you to save as much as $295 on each course you take within the following 12 months. Take just one course each year and you'll be entitled to ongoing discounts...year after year!

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course--and then pay only if you feel the course was well worth the tuition.

Enrolling is Easy and Flexible!

Enroll by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrollment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learningtree.com/courses/995pf.htm