Course Description
This course will ensure delegates understand the value to the business of the RCV processes and their activities bring. There is an in-depth review of the key processes needed to properly plan for service transitions; assess changes; build, test and depl
COURSE OBJECTIVES:The purpose of the ITIL Intermediate certificate in Operational Support & Analysis is to certify that the delegate has gained a thorough and detailed knowledge of the OSA processes, the structure and advanced concepts, and has comprehended the essential principles of ITIL based OSA practices for Service Management. When the delegate has completed this course, they should be confident in their ability to approach core OSA activities, such as:
Delivering maximum value to the organisation by mastering key ITIL processes that minimise downtime � keeping staff productive and the business running as smoothly and efficiently as possible
Creating an enterprise IT priority model covering Incidents and Problems in support of customer Service Level Agreements
Effectively identify and eliminate Incidents from the production environment
Increase availability and improve operational stability by reducing mean time to restore for Major Incidents
Reducing the cost of handling Incidents through streamlined escalation policies and procedures
Improving the effectiveness of the Service Desk by clearly defining roles and responsibilities for the Service Desk personnel and other support roles
Improving user satisfaction and reducing costs by streamlining the provisioning processes of Request Fulfilment
Agenda
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 and functions
Incident Management
- Focusing on restoring services back to normal operation as soon as possible, according to agreed service levels
Problem Management
- Focusing on the prevention of Problems and the elimination of recurring Incidents
Request Fulfilment
- Managing the fulfilment 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
- Focusing 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
- Granting authorised users the right to use a service, while preventing access to non-authorised users
In-depth review of the related functions
- IT Operations Management, Technical Management, Application Management and The Service Desk
Impact Operational Support and Analysis
- 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
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Audience
Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.
The Operational Support & Analysis Qualification would suit candidates working in the following IT professions or areas:
General IT Management
Configuration Manager
Availability Manager
Applications Support
IT Operations Manager
Network Control and Operation
Database Administrator
IT Security Manager
Problem Manager
Network Support
The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.