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This is a bundled training package. It contains training for each of the bundled items below:

Course Price
ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis $74.95
ITIL® 2011 Edition OSA: Introduction to Event Management $74.95
ITIL® 2011 Edition OSA: Introduction to Incident Management $74.95
ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework $74.95
ITIL® 2011 Edition Overview: Certification and Benefits $74.95

Bundle Price: $199.00
Total Savings: $175.75


ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis

Within the context of ITIL®, service operation is sometimes referred to as the 'factory' of IT. It focuses on the daily activities and organizational infrastructure that are used to deliver services to the organization and the customer. The proper management of these activities and organizational infrastructure is the key to ensuring service operations functions and processes are delivered successfully. Service operations best practices also ensure adequate monitoring and controlling measures are in place and followed throughout the service lifecycle. This ultimately leads to strategic objectives being realized by the organization. This course provides an introduction to operational support and analysis. Specifically, the course covers the fundamentals of the ITIL® service operation core area, and how the processes and functions of service operation work within and support the overall service lifecycle. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.
  • identify the fundamentals of Service Operation
  • identify key characteristics of the Service Life Cycle model
  • distinguish between Service Life Cycle functions and processes
  • recognize how a Service Life Cycle can solve Service Management problems
  • recognize Service Operation process activities
  • recognize Service Operation function activities
  • identify how to improve Service Operation performance
  • assess basic service issues
  • address basic service issues

ITIL® 2011 Edition OSA: Introduction to Event Management

It's essential that you know the status of all components in your IT infrastructure at any given time. Monitoring all events that occur can provide you with invaluable data to help your organization identify and isolate not only problems that are happening, but areas that require improvement before troubles exist. This course provides an introduction to Event Management, including its goals and scope, and how Event Management processes interact with other processes in the ITIL® Service Lifecycle. The course also covers the specific components of Event Management including triggers and interfaces, and the detailed steps of Event Management. Finally, the course explores the key performance indicators, challenges and risks of Event Management, and the specific areas to consider when designing it. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.
  • explain the purpose of Event Management
  • outline the scope of Event Management
  • identify the advantages of Event Management to business
  • distinguish between types of events
  • identify what determines event types
  • recognize the purpose, scope, and business value of Event Management
  • recognize examples of different types of event
  • recognize how the Event Management process works
  • identify examples of triggers
  • identify processes with which Event Management interfaces
  • identify key information required in Event Management
  • distinguish between the activities in the Event Management process
  • recognize components and key data required in Event Management
  • explain the approach to service measurement in Event Management
  • outline how to build a Service Measurement Framework for Event Management
  • explain what service measures should be defined in Event Management
  • specify the metrics used to measure the Event Management process
  • recognize how to meet the key challenges to effective Event Management
  • specify key factors when designing instrumentation for Event Management
  • recognize the functions of error messaging and thresholds in Event Management design
  • identify the requirements for effective event detection and alert mechanisms in Event Management design
  • determine risks faced by Event Management
  • design Event Management
  • determine Event Management objectives and policies
  • analyze how Event Management contributes to efficient services
  • analyze a design for Event Management

ITIL® 2011 Edition OSA: Introduction to Incident Management

No process in IT service delivery is foolproof; at some point in time an unplanned interruption will most likely occur ranging from a minor incident to the disastrous crashing of a critical system. The key to surviving any type of incident lies in an organization's ability to deal with incidents, no matter how big or small, as quickly and efficiently as possible so that services resume and service levels are brought back within acceptable range with as little impact as possible on other processes, the organization itself, users, and customers. This course introduces the goal and scope of Incident Management. Specifically, the course covers the purpose of Incident Management, as well as the value Incident Management provides to the overall organization. In addition, the course covers the elements to consider when managing incidents, including timescales, incident models, and major incidents. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.
  • identify the objectives of Incident Management
  • identify what the Critical Success Factors involve in Incident Management
  • sequence the activities in the Incident Management process
  • distinguish between Incident Management and Problem Management
  • recognize examples of events that are within scope of Incident Management
  • perform basic Incident Management
  • examine how basic Incident Management helps ensure service quality and availability is maintained
  • outline why Incident Management is valuable to an organization
  • explain the approach to timescale policies in Incident Management
  • explain the approach to Incident Model policies in Incident Management
  • explain the approach to major incident policies in Incident Management
  • specify the value of Incident Management to business
  • determine the approach to handling incidents using Incident Management
  • analyze the basics of how Incident Management supports an organization

ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework

A process or group of processes in place to manage the work of an organization, regardless of how meticulous and detailed it may be, is useless without being organized in some fashion. A planned structure is essential for ensuring success in managing IT functions in any organization. This course provides an introduction to the ITIL® Framework. Specifically, this course introduces the ITIL® Service Life Cycle and the five stages within the life cycle. The course covers an overview of Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement, including the purpose, scope, and processes of each. ITIL® is a registered trade mark of AXELOS Limited.
  • identify the five ITIL® Service Life Cycle stages
  • recognize the characteristics of the functions and processes across the Service Life Cycle
  • recognize the purpose of the Service Strategy stage
  • identify the key processes in the Service Strategy stage
  • recognize the goals of the Service Design stage
  • recognize key processes in the Service Design stage
  • recognize the purpose of the Service Transition stage
  • recognize key processes in the Service Transition stage
  • recognize the scope and value of the Service Operation stage
  • identify the functions of the processes within the Service Operation stage
  • identify the value of the Continual Service Improvement stage
  • recognize the functions of the key processes in the CSI stage
  • choose the right service process for a given situation

ITIL® 2011 Edition Overview: Certification and Benefits

It's widely accepted that certification in a particular subject area builds credibility and trust in your work and performance. Obtaining ITIL® certification positions you as a highly-regarded asset to your colleagues, organization, and industry. But how do you know exactly what level of certification is right? And what specific areas, whether it be in your individual professional career, or your organization as a whole, would benefit from ITIL® certification? And how? This course provides a detailed overview of the purpose, vision, and principles of the ITIL® certification scheme. Specifically, the course covers the knowledge areas, target audience, and examination format of all of the available ITIL® certification levels: Foundation, Intermediate, Expert, and Master. Finally, the course covers the benefits of achieving ITIL® certification, both to the individual and to the organization. ITIL® is a registered trade mark of AXELOS Limited.
  • recognize the goals of the ITIL® Foundation certificate
  • identify the purpose and vision of the ITIL® Qualification Scheme
  • identify the modules of the Service Life Cycle series
  • recognize the requirements for the Service Life Cycle series exams
  • recognize the focus and objectives of the Service Capability series
  • identify the objectives of the Managing Across the Life Cycle series
  • recognize the requirements for the Managing Across the Life Cycle Intermediate exam
  • recognize the requirements for the ITIL® Expert level certification
  • recognize the objectives of the ITIL® Master level certification
  • recognize the personal benefits of an ITIL® certification
  • identify benefits of ITIL® certification to an organization
  • choose the appropriate level of ITIL® certification needed in a given scenario
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ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA) Part 1 e-learning bundle
  • Course ID:
    252816
  • Duration:
    11 hours
  • Price:
    $199