Course Description
Summary
In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.The main process and function focus areas of this course include:Event management processIncident management processRequest fulfillment processProblem management processAccess management processThe organizational functions focused on in this course include:Service deskTechnical managementIT operations managementApplication managementPlease note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
Outline
Module 1: Service Operation PracticesBusiness Value of Operational Support and AnalysisScope of Operational Support and Analysis Processes and FunctionsHow Operational Support and Analysis Activities Support the Service LifecycleOptimizing Service Operation Performance
Module 2: Event Management ProcessPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsProcess Activities, Methods, and TechniquesTriggers, Inputs, and OutputsCSFs and KPIsInformation Management within the Event Management ProcessChallenges and Risks
Module 3: Incident Management ProcessPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsProcess Activities, Methods, and TechniquesTriggers, Inputs, and OutputsCSFs and KPIsInformation Management within the Incident Management ProcessChallenges and Risks
Module 4: Problem Management ProcessPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsProcess Activities, Methods, and TechniquesTriggers, Inputs, and OutputsCSFs and KPIsInformation Management within the Problem Management ProcessChallenges and Risks
Module 5: Request Fulfillment ProcessPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsProcess Activities, Methods, and TechniquesTriggers, Inputs, and OutputsCSFs and KPIsInformation Management within the Request Fulfillment ProcessChallenges and Risks
Module 6: Access Management ProcessPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsProcess Activities, Methods, and TechniquesTriggers, Inputs, and OutputsCSFs and KPIsInformation Management within the Access Management ProcessChallenges and Risks
Module 7: Service Desk FunctionService Desk RoleObjectivesDifferent Service Desk Organizational StructuresService Desk Staffing ConsiderationsMeasuring Service Desk PerformanceIssues and Safeguards to Consider When Outsourcing the Service Desk
Module 8: Common Operational Support and Analysis FunctionsRole, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions
Module 9: Improving Operational Support and AnalysisRelationship Between Business Goals and Metrics to Measure Operational PerformanceService and Process Measurement FrameworksRules and Policies for Creating a Successful Reporting FrameworkHow Operational Support and Analysis Practices Support Continual Service Improvement
Module 10: Technology and Implementation ConsiderationsGeneric Technology RequirementsEvaluation Criteria for Technology and Tools for Process ImplementationProject, Risk, and Staffing Practices for Process ImplementationChallenges, Risks, and CSFs for Implementing Practices and ProcessesPlanning and Implementing Service Management Technologies
Module 11: Exam Preparation/Mock Exam
Module 12: Exam