ITIL Operational Support & Analysis Training Course (Online)

Description:

COURSE OVERVIEW

This official ITIL capability certification course enables you to master the key ITIL processes needed to deliver IT services as specified and agreed to with the business. 

Students will learn about the practical application of the ITIL concepts, organizational structures, roles, functions and process activities related to the following processes:

• Incident Management
• Problem Management
• Request Fulfillment
• Event Management
• Access Management

WHAT YOU WILL LEARN

• How OSA processes and functions bring value to the business in supporting the service lifecycle
• In-depth review of the key processes, and their associated activities, functions, roles, responsibilities, challenges, risks and critical success factors:
• Incident Management:  Focuses on restoring services back to normal operation as soon as possible, according to agreed service levels
• Problem Management:  Focuses on the prevention of Problems and the elimination of recurring Incidents
• Request Fulfillment:  Manages the fulfillment of requests for services, with a goal of providing quick and effective access to standard services which business staff can use to improve their productivity
• Event Management:  Focuses on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
• Access Management:  Grants authorized users the right to use a service, while preventing access to non-authorized users

• In-depth review of  these critical related functions:
• IT Operations Management
• Technical Management
• Application Management
• Service Desk

• The impact operational support and analysis has on operational activities and other processes such as Change, Configuration, Release & Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity Management
• Technology and implementation considerations

TAKE-AWAYS

• Deliver maximum value to your organization by mastering key ITIL processes that enable you to minimize downtime – keeping staff productive and the business running as smoothly and efficiently as possible
• Create an enterprise IT priority model covering Incidents and Problems in support of customer Service Level Agreements
• Effectively identify and eliminate Incidents from your production environment
• Increase availability and improve operational stability by reducing mean time to restore up to 80% for Major Incidents
• Reduce the cost of handling Incidents through streamlined escalation policies and procedures
• Improve the effectiveness of the Service Desk by clearly defining roles and responsibilities for the Service Desk personnel and other support roles
• Improve user satisfaction and reduce cost by streamlining the provisioning processes of Request Fulfillment

COURSE FEATURES:

• Access to fully accredited ITIL Intermediate Course
• Audio/visual that covers all of the syllabus content
• ITIL Foundation Overview to refresh basic ITIL knowledge
• 24/7 availability throughout subscription time (6 months)
• Over 200 quiz review questions with automated scoring (Student must take the quiz questions and pass with an 85% to be eligible to receive a certificate of completion and request a voucher for an ITIL Intermediate exam)
• Course map that aligns syllabus topic to course unit
• AXELOS sample exam questions with enhanced rational presented in an audio/visual format
• Electronic copy of Pink Elephant’s Accredited Workbook
• Automated tracking of course completion for units and quizzes (Aligns with AXELOS contact hour requirements before sitting an intermediate exam)
• Ask-the-Instructor online help via email
• PowerPoint decks that contain each slide presented in the course that can be used electronically or printed for note taking
• PEOPLECERT Accredited Course
• At-a-glance course progress – an ever-present table of contents provides you with a quick glimpse of your progress
• Reporting – an especially beneficial feature for organizations with multiple enrolled employees, providing the ability to check attendee progress and view progress reports

BENEFITS OF THE ITIL OPERATIONAL SUPPORT & ANALYSIS SELF-PACED ONLINE COURSE

• Cost effective – no travel expenses; learn from your home or office
• Time efficient – 24/7 availability so you can learn anytime – allowing you to learn at your own pace
• Comprehensive – accredited courseware covers all areas of the ITIL Intermediate course syllabus
• Secure – unique sign-on assures that you can track your course progress and sample exam results
• Available anywhere there is internet access – at home, in the office, on the road
• Continual review – six months of access to the course material so you can review key concepts (renewable for USD150)

COURSE & INSTRUCTOR ACCREDITATION

Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN), the Information Systems Examination Board (ISEB), and PEOPLECERT.

Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team.  Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program.  You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of experience implementing ITIL processes in a variety of organizations worldwide.

SHOULD ATTEND & PREREQUISITES

• Individuals who have attained the ITIL Foundations Certificate in IT Service Management and who wish to advance to higher level ITIL certifications
• Individuals involved in the OSA processes and functions identified above, and who require a deep understanding of how they may be used to enhance the quality of IT service support within an organization
• IT professionals working within an organization that has adopted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program

You must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL Foundations course.  Your certificate must be presented as documentary evidence to gain admission to this course. 

EXAM, CERTIFICATIONS & AWARDS

• This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Operational Support & Analysis. A 90-minute exam is scheduled by the participant at a time that best suits their schedule (if purchased), based on proctor availability.  It consists of eight multiple choice, scenario-based, gradient scored questions.  To help prepare attendees for the final exam, sixteen sample exam questions are embedded in the course.  A passing mark of 70% is required to receive your certificate
• 4 ITIL credits
• You will attain 32 professional development units (PDUs) for Project Managers
• You will attain 12 Continual Processional Development credits (CPDs) from Professional Recognition for IT Service Management (priSM)

COURSE E-MATERIALS

Important note: Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 12 hours of personal study by reviewing the Operational Support & Analysis syllabus, as well as the Service Design, Service Operation, Service Transition, and Continual Service Improvement publications, in preparation for the examination