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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 the Service Desk $74.95
ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing $74.95
ITIL® 2011 Edition OSA: Introduction to Functions $74.95
ITIL® 2011 Edition OSA: Function Activities $74.95
ITIL® 2011 Edition OSA: Technology and Implementation Considerations $74.95

Bundle Price: $199.00
Total Savings: $175.75


ITIL® 2011 Edition OSA: Introduction to the Service Desk

Whether you call your Internet provider because you can't connect to your bank because your online banking password isn't working or your satellite television provider because your signal is poor, chances are all these different calls for completely different things will have at least one thing in common – you'll reach a Service Desk. This is because most IT service providers recognize the value and necessity of a Service Desk for their internal and external customers. Service Desks are an integral point of contact in organizations for addressing IT service-related issues, concerns and questions, and it's essential they are set up properly in order to achieve customer satisfaction and organizational objectives. This course covers the importance and benefits of the Service Desk in an IT service delivery organization, as well as the objectives and responsibilities Service Desks strive to deliver. This course also covers the different Service Desk organizational structures, such as local, centralized, and virtual, and also explores the different considerations, such as the environment that must be addressed when setting up and maintaining a Service Desk. Finally, the course covers the key considerations when staffing a Service Desk such as different roles necessary, skill levels, training considerations, and staff retention. 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.
  • recognize the key features of a Service Desk
  • identify the benefits a Service Desk brings to an organization
  • identify the responsibilities of the Service Desk
  • specify the role of the Service Desk
  • distinguish between the different benefits a Service Desk brings to an organization
  • determine the objective and responsibilities of the Service Desk
  • identify each of the different Service Desk organizational structures
  • classify considerations when setting up a Service Desk
  • identify considerations for staffing a Service Desk
  • match the staff roles needed for the Service Desk to their descriptions
  • analyze Service Desk requirements, for a given scenario

ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing

Service Desks are an integral part of any IT service-providing organization, and it's vital to accurately and consistently measure how your Service Desk is performing to ensure it is addressing the needs of customers and users, and also to make changes where necessary. When a decision is made to outsource a Service Desk, there are also special considerations that must be planned to ensure that customers and users receive a consistent level of service. This course covers the purpose and importance of using metrics to evaluate the performance of a Service Desk, including metrics like average turnaround times and resolution rates. This course also details the different types of user satisfaction surveys that can be used to assess customer and user perceptions of Service Desk operations. Finally, the specific considerations that must be addressed when the choice is made to outsource the Service Desk, including common tools and processes, SLA targets, good communications, and ownership of data are covered. 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.
  • recognize the need for realistic Service Desk metrics
  • identify the detailed metrics required to evaluate Service Desk performance
  • recognize the considerations involved when planning user satisfaction surveys
  • identify different types of user satisfaction survey techniques and tools
  • analyze the importance of Service Desk metrics, for a given scenario
  • distinguish between 'hard' and 'soft' metrics
  • identify the most appropriate survey technique to use, for a given scenario
  • identify considerations involved in outsourcing the Service Desk
  • recognize the safeguards used to ensure outsourced Service Desk integration
  • propose an upgraded, outsourced Service Desk solution, for a given scenario

ITIL® 2011 Edition OSA: Introduction to Functions

When you hear the term 'manage', you might typically think in terms of people management – the staff and human resources of an organization that perform the work of the business. However, much more than just people are managed in a successful IT organization. The tools, systems, and networks they use, and the processes and tasks they perform must also be managed. Management of the technical assets and architecture, and management of how those assets and architecture are used, maintained, supported, and delivered are essential to a complete and efficient IT organization. This course covers the Technical Management function, including its role, objectives, and activities. The course also covers the role and objectives of the IT Operations Management function, and the documentation created and used in this function such as Standard Operating Procedures, Operations Logs, Shift Schedules and Reports, and Operations Schedules. 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.
  • recognize the roles of Technical Management in an IT organization
  • classify different Technical Management activities
  • recognize the aims and roles of Technical Management
  • distinguish between different Technical Management activity types
  • recognize the characteristics of IT Operations Management
  • identify how IT Operations Management balances it's dual roles
  • recognize how IT Operations Management is organized
  • identify the different types of documentation produced by IT Operations Management
  • distinguish between the distinct roles of IT Operations Management
  • predict the activities of IT Operations Management, for a given scenario
  • distinguish between different types of documentation produced by IT Operations Management

ITIL® 2011 Edition OSA: Function Activities

Every IT service requires applications – software that provides functioning for systems, services, and processes. And proper Application Management is critical to successfully delivering, supporting, and maintaining IT services in your organization, both internally to your users and to your external customers. This course covers the high level and low level roles of the Application Management function within the organization, and the objectives of Application Management. This course also details both the generic and specific activities that are part of the Application Management function. 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.
  • recognize the roles of Application Management
  • identify how Application Management meets its objectives
  • categorize the generic activities of Application Management
  • identify the application-specific activities of Application Management
  • analyze the Application Management requirements of an IT team, for a given scenario

ITIL® 2011 Edition OSA: Technology and Implementation Considerations

Implementing processes and technologies in any organization requires significant planning, analysis and management. Implementing Service Management process capabilities is no different. The method of implementation must be planned, requirements must be identified, and technologies must be carefully evaluated before proceeding with the implementation. Expected challenges and potential risks must also be identified and mitigated wherever possible. This course covers the technology considerations when implementing Service Management process capabilities, including the generic tool requirements and how to properly evaluate tools for consideration. This course also covers implementation considerations, including best practices in Project, Risk and Staff Management, as well as challenges, risks, and critical success factors to address during implementation. 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.
  • recognize the need for an integrated set of Service Management technology for Service Management
  • match the generic requirements of an integrated set of Service Management technology for Service Operation, with their descriptions
  • identify the general consideration when evaluating Service Management tools
  • recognize the stages of the MoSCoW analysis
  • identify specific considerations when evaluating Service Management tools
  • analyze the ITSM tool needs of an organization, for a given scenario
  • classify considerations when implementing Service Operation
  • identify the factors affecting the implementation of Service Management technologies
  • recognize the challenges within Service Operation when implementing ITSM
  • match the critical success factors that mitigate the challenges when implementing ITSM to their descriptions
  • identify the risks faced if the challenges within Service Operation are not met
  • analyze Service Operation implementation, for a given scenario
  • analyze the critical success factors to meet the challenges and risks involved in implementing Service Operation, for a given scenario
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ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA) Part 3 e-learning bundle
  • Course ID:
    252818
  • Duration:
    10 hours
  • Price:
    $199