ITIL v3 Service Capability: Operational Support and Analysis

This course immerses you in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery.

Course Outline

Gain practical experience executing processes within ITIL Operational Support and Analysis.

This course immerses you in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course uses an engaging case study-based approach to learning the core disciplines of ITIL best practices, and it positions 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 Process
• Incident Management Process
• Request Fulfillment Process
• Problem Management Process
• Access Management Process
• Service Desk, Technical Management
• IT Operations Management
• Application Management

Why Global Knowledge?

Emphasis on Practicing, Not Preaching

Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the
difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater expertise.

Flexible Courses That Fit Your Needs

Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver
exactly what you need.

Customization for Organizations

Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization's training investment.

What You'll Learn

• Importance of Service Management as a practice concept and Operational Support and Analysis principals, purpose, and objective
• The importance of ITIL Operational Support and Analysis while providing service
• How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle Processes
• Processes, activities, methods, and functions used in each of the ITIL Operational Support and Analysis processes
• How to use the ITIL Operational Support and Analysis processes, activities, and functions to achieve operational excellence
• How to measure ITIL Operational Support and Analysis
• Importance of IT Security and its contributions to ITIL Operational Support and Analysis
• Technology and implementation considerations surrounding ITIL Operational Support and Analysis challenges, critical success factors, and risks associated with ITIL Operational Support and Analysis

Who Needs to Attend

• IT Operations
• Technical or IT Management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Course Outline

1. Introduction and Service Management as a Practice

• Good Practice in IT Service Management
• Service Management and Services
• Functions
• The Purpose of the Service Lifecycle
• Operational Support and Analysis
• Interfaces to Other Service Management Lifecycle Stages
• Generic Roles in Service Management

2. Event Management

• Purposes, Goals, and Objectives
• Event Management Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Event Management Triggers
• Inputs, Outputs, and Inter-Process Interfaces
• Information Management
• Metrics and Measurement
• Challenges, Critical Success Factors, and Risks
• Designing for Event Management
• Event Management Roles

3. Incident Management

• Purposes, Goals, and Objectives
• Incident Management Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Interfaces with Other Processes
• Information Management
• Incident Management Metrics
• The Contribution of CSI to Incident Management Metrics
• Challenges
• Critical Success Factors and Risks
• Incident Management Roles

4. Problem Management

• Purposes, Goals, and Objectives of Problem Management
• Problem Management Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Problem Management Process
• Triggers, Inputs, Outputs, and Inter-Process Interfaces
• Information Management
• Measurement and Metrics in Problem Management
• Challenges, Critical Success Factors, and Risks
• Problem Management Roles

5. Access Management

• Purposes, Goals, and Objectives of Access Management
• Access Management Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Triggers, Inputs, Outputs, and Inter-Process Interfaces
• Information Management
• Access Management Metrics
• Challenges, Critical Success Factors, and Risks
• Access Management Roles

6. Request Fulfillment

• Purposes, Goals, and Objectives
• Request Fulfillment Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Triggers, Inputs, Outputs, and Inter-Process Interfaces
• Information Management
• Request Fulfillment Metrics
• Challenges, Critical Success Factors, and Risks
• Request Fulfillment Roles

7. Functions

• Functions in Service Operations
• Technical Management
• IT Operations Management
• Application Management

8. Service Desk

• Roles of the Service Desk
• Service Desk Objective
• Service Desk Organizational Structures and Considerations
• Staffing the Service Desk
• Service Desk Metrics
• Outsourcing the Service Desk

9. Technology Considerations

• Generic Requirements for ITSM Technology
• Evaluating Service Management Technology
• Benefits of Project Management in Service Operations
• Assessing and Managing Risk in Service Operation
• Supportability of Services
• Challenges, Risks, and Critical Success Factors
• Planning and Implementing Service Management Technologies

10. Exam Preparation/Mock Exam

11. Exam

* Please note: The ITIL v3 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.

Additional Details

Pre-Requisites

- ITIL v3 Foundation Certification (required) - Two to four years of relevant work experience - To prepare for the end-of-class exam, it is recommended that you review the ITIL v3 publication Service Operation (ISBN 10: 0113310463) and complete at least 12 hours of personal study

Certificates offered

30 PMI PDUs * Free Templates with Every Course Creating templates to support your methodology is expensive and time consuming. We make it easy for you to adopt best practices quickly and easily by including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.

Cancellation Policy

We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted.

Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

Map & Reviews

Global Knowledge
[ View Provider's Profile ]

Global Knowledge Ottawa (Holland Cross)
1600 Scott Street
3rd Floor Tower B
Ottawa, Ontario
Canada   K1Y 4N7

Reviews

 

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Here are some reviews of the training vendor.

   

- do we get a certifiacate for completing the courseÉ - although the instructor did give us excercises to do I would have liked a few more - almost like a test, so that I made sure I retained and understood what was taught. I`m a learn to do by doing person and like the instrutor lead courses so I can have someone there to explain in my terms how things work. I`ll have to really use the online excercises to make sure Ì am confident when I need to do something in Excel.

Reviewed by Delores P. 2012

   

Should be time allocated for questions and answer

Reviewed by Vinod P. 2012

   

The instructor was excellent as was the hands-on learning approach. The only thing I took issue with was the fact that there were a lot of bilingual persons taking the course and they tended to ask questions in French, during this English class. The instructor was trying very hard to explain everything in both languages, but I felt that these students should have requested a French-speaking classroom setting if they wanted to speak French.

Reviewed by Sheila D. 2012

   

Very professional. Facility clean and comfortable.

Reviewed by Christine P. 2012

   

For the cost of this course, a hard copy of the course handout should be provided as the classes follows the handout word for word.

Reviewed by Caroline P. 2012

   

The facilities at Global Knowledge were great. The Instructor was very knowlegable and made it easy to learn the material. It was a very good experience:)

Reviewed by Tonia L. 2012

   

Note: We had 2 different trainers during this 3 day course. Course: Terminology should reflect North America and be consistent with our business lingo.

Reviewed by Harman M. 2012

   

Found the course very informative. I had little exposure to Sharepoint and learned a number of things I didn't know. Plan to take the next level of training

Reviewed by Michael R. 2011

   

A charged mannul would be provided for students to make notes whereever they think instructions are important as reminders

Reviewed by jinxiu z. 2011

   

The course is so expensive to be payed by oneself. In almost all the others participants their companies pay the fee.

Reviewed by Ricardo T. 2011

   

No course books were provided for us to take.

Reviewed by Hala M. 2011

   

Course was very detailed but more time would be helpful during workshops. An additional day would help lessen the course load.

Reviewed by Roydon F. 2011

   

should have discuss some case studies,,overall A+

Reviewed by Syed A. 2011

   

Our instructor was very knowlegable and he provided excellent real life stories.

Reviewed by Stephen W. 2011

   

The course was very relevant. I was able to apply the knowledge I aquired in the course to my job on the very next day. The only complaint I have is with the temperature of the room. It was freezing! Students has to wear a jacket or sweater. We were told the temp gage was shared with another classroom that was quite warm so they had turned the temp very low causing our room to be very uncomfortable.

Reviewed by Yasmine I. 2011

   

Given the cost of the course, the hardcopy of the manual should have been provided. It would have been useful to make notes alongside the material as we went along.

Reviewed by Jeff P. 2011

   

I am very disappointed with the handouts. I was told I could go online and download a copy of the manual, the problem is that I would like the printed copy of the manual. I chatted online with one of your technitian who was unable to help me. Then I was told someone would contact me by phone to help me. That never happened. When taking a training course, a person EXPECTS to leave the course with ALL the material.

Reviewed by Betty M. 2011

   

Great course provider, keep it on your roaster

Reviewed by Catherine G. 2011

   

Course content and labs were very good, everything worked as expected.

Reviewed by Francisco C. 2011

   

I really enjoyed this course and was surpised how ell everything was run...enjoyed the instructer very much (Par) and would like to take an other course with him. I wish we could have taken the work book home with us though!!!

Reviewed by gail h. 2010