• Course
  • Vendor

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

  • Course Start Date: 2019-03-25
  • Time: 08:30:00 - 17:30:00
  • Duration: 5 days 08:30 AM - 05:30 PM
  • Location: Virtual
  • Delivery Methods(s): Virtual Instructor Led

Course Outline

Pre-Requisites

- ITIL 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 publication Service Operation (ISBN 10: 0113310463) and complete at least 12 hours of personal study

Lessons

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

This course immerses you in the practical aspects of the ITIL 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 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.

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.

Training Location

Online Classroom
your office

your city, your province
your country   

About Global Knowledge

x

Global Knowledge is the world's leading learning services and professional development solutions provider. We deliver learning solutions to support customers as they adapt to key business transformations and technological advancements that drive the way that organizations around the world differentiate themselves and thrive. Our learning programs, whether designed for a global organization or an individual professional, help businesses close skills gaps and foster an environment of continuous talent development.

Training Provider Rating

This vendor has an overall average rating of 4.38 out of 5 based on 421 reviews.

No comment
No comment
No comment
No comment
No comment
No comment
No comment
No comment
No comment
Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platfo ... Read more
x

Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platform.. from adobe to something called zoom; I had to call support line cause it stated our instructor wasn’t present. Thankfully I called cause everyone online was in the adobe virtual classroom waiting for what looked like a teacher who didn’t show up for class (IT didn’t get anything resolved until 10mins after start time). I felt like he was really getting hung up on very basic knowledge for the first half of the course (talking about how to create tabs and drag formulas as an example). I completed files a few times before he was done explaining. There was a scheduled fire drill for them (roughly 30mins)that also cut into our time, which wasn’t deducted from the hour lunch break or the two, fifteen min breaks. I also really wish he touched base more on the automating workbook functions portion which we barely did. I'm happy there were/are those study guides (learning videos) and exams to take on my own time that I hope after I've had the class are still available for me to learn from.

No comment
No comment
No comment
No comment
It was difficult to practice on my PC while trying to watch the presentation online.
No comment
David was excellent!! I am very for having this course!!
No comment
Everything was great, but the instructor wasted a lot of time talking about unrelated subjects (like demo-ing different programs, ... Read more
x

Everything was great, but the instructor wasted a lot of time talking about unrelated subjects (like demo-ing different programs, talking about other classes, and talks about how Excel/technology has changed) took up way too much time. The course could have been condensed or better focus would have been great

Did not actually receive the course materials yet (and the course has concluded). Ratings assume that I will receive the course m ... Read more
x

Did not actually receive the course materials yet (and the course has concluded). Ratings assume that I will receive the course materials as soon as possible.

Course Reviews

This course has an overall avarage rating of 3.56 out of 5 based on 4 reviews.

Previous

Brent Farren attended this course Sep 2015

Facilities

Course Content

Delivery Structure

Instructor Ability

No comment

Spencer Leung attended this course May 2015

Facilities

Course Content

Delivery Structure

Instructor Ability

Had GK before, last time was good. This time the instructor was a bit off with the teaching style. Both times they send the course materia... Read more
x

Had GK before, last time was good. This time the instructor was a bit off with the teaching style. Both times they send the course materials to the wrong location, company had to re-route it.

Denis Godin attended this course Feb 2013

Facilities

Course Content

Delivery Structure

Instructor Ability

No comment

Shacker Alnajjar attended this course Sep 2012

Facilities

Course Content

Delivery Structure

Instructor Ability

No comment
Next