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ITIL and IT Service Management Training









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ITIL® Intermediate: Operational Support and Analysis

COURSE TYPE

Practitioner

Course Number

995

Duration

5 Days

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About This Course: You learn to plan, implement and optimize ITIL OSA processes. Training includes pre-course and evening study, many practical assignments, the exam and overview maps that illustrate the ITIL lifecycle stages, reinforcing key concepts. The ITIL Foundation Certificate is required to take the ITIL Intermediate OSA exam.

You Will Learn How To

  • Prepare for and pass the ITIL Operational Support and Analysis (OSA) Exam
  • Outline key activities for ITIL OSA processes
  • Achieve operational excellence by applying ITIL OSA processes
  • Verify the success of OSA by evaluating challenges, critical success factors and risks

Course Outline

  • ITIL OSA: Introduction and Overview
  • Service management as a practice
  • The service value proposition
  • Optimizing operational service performance
  • The role of OSA processes in the lifecycle
  • How OSA supports the service lifecycle
  • Core Service Operation Processes

Event management

  • The purpose, goal and objectives of event management
  • Triggers, inputs, outputs and the process interfaces
  • Using critical success factors to check effectiveness
  • Employing active and passive monitoring tools

Incident management

  • Managing the incident lifecycle
  • Identifying process activities, methods and techniques and how they relate to the service lifecycle
  • Interaction with design services
  • Incident management involvement

Request fulfillment

  • Scope of the processes
  • The policies, principles and the request model concept
  • Dealing with service requests from users
  • How KPIs can verify effectiveness and efficiency of the request fulfillment process

Problem management

  • The objectives of the problem management process
  • Managing the lifecycle of problems
  • Value to the business and the service lifecycle
  • Identifying triggers, input and output to other processes
  • Analyzing critical success factors to check efficiency

Access management

  • Policies, principles and basic concepts
  • Managing authorized user access
  • Distinguishing access management and information management
  • Executing security and availability management policies
  • Challenges and critical success factors
  • Verifying effectiveness and efficiency
  • 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
  • Service Operation Functions
  • Functions of technical management, IT operations management and application management
  • How the functions contribute to OSA
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analyzing the function's activities
  • Technology Considerations
  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing service management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes
  • Implementation Considerations
  • Managing change in service operation
  • Examining implementation aspects of service operation and project management
  • Assessing and managing risk in service operation
  • Operational staff considerations in service design and transition
  • How to plan and implement service management technologies
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Course Schedule

Attend this live, instructor-led course In-Class or Online via AnyWare.

Hassle-Free Enrollment: No advance payment required.
Tuition due 30 days after your course.

Nov 28 - Dec 2 Herndon, VA/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Feb 13 - 17 Toronto/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Feb 27 - Mar 3 Ottawa/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Mar 6 - 10 Rockville, MD/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Mar 20 - 24 New York/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Mar 27 - 31 Herndon, VA/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Jul 24 - 28 Toronto/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Aug 14 - 18 Rockville, MD/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Aug 28 - Sep 1 Ottawa/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Sep 18 - 22 New York/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Sep 25 - 29 Herndon, VA/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Guaranteed to Run

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Bring this Course to Your Organization and Train Your Entire Team
For more information, call 1-888-843-8733 or click here

Tuition

Standard

$3190

Government

$2833

Course Tuition Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

ITIL Certification Success Package
Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

Free Course Exam
You can take your course exam on the last day of your course and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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Questions

Call 1-888-843-8733 or click here »

An experienced training advisor will happily answer any questions you may have and alert you to any tuition savings to
which you or your organization may be entitled.

Training Hours

Days 1 - 4 Course Hours:
9:00 a.m. - 5:00 p.m.
Two 15-minute breaks
60-minute lunch

Day 5 Course Hours - Last Day:
9:00 a.m. - 4:00 p.m.
Two 15-minute breaks
60-minute lunch
Free Course Exam*:
2:30 p.m. - 4:00 p.m.

*All AnyWare remote attendees participating in an ITIL course will have the opportunity to take their ITIL exam through a Pearson Vue testing center authorized by APMG.  However, there are other options available for most ITIL exams, including ProctorU.  If you have any questions or would like to learn more about your exam options, please call us at 1-888-THE-TREE (843-8733).
 
ITIL® is a registered trade mark of AXELOS Limited.

Enhance Your Credentials with Professional Certification

Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.

Learning Tree is an official strategic partner of the product owner, AXELOS and an Accredited Training Provider (ATO) of the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. Read more ...

Earn 30 Credits from NASBA

This course qualifies for 30 CPE credits from the National Association of State Boards of Accountancy CPE program. Read more ...

Earn 30 PDUs


PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
and PMBOK are marks of the Project Management Institute, Inc.

This course is approved by PMI® for 30 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs.

Business & Strategic : 30 PDUs

Read more ...

“My Learning Tree ITIL instructor did a great job. He brought a ton of real-world experience and examples to the table.”

- D. Correa, Project Manager
Applied Information Sciences, Inc.

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