ITIL Intermediate Qualification: Operational Support and Analysis

ITIL Intermediate Qualification: Operational Support and Analysis Course Description

Intended Audience for the ITIL Intermediate Qualification: Operational Support and Analysis Course

• IT professionals
• Business managers
• Business process owners
• Individuals who require a deep understanding of the ITIL Certificate in the Operational Support
• and Analysis processes and how it may be used to enhance the quality of IT service support
• within an organization
• IT professionals who are working within an organization which has adopted and adapted ITIL
• and who need to be informed about, and thereafter contribute to, an ongoing service
• improvement programme
• Operational staff involved in event management process, incident management process,
• request fulfillment process, problem management process, access management process
• service desk, technical management, IT operations management and application management,
• and who wish to enhance their role-based capabilities
• Individuals who have attained the ITIL Foundation Certificate in IT Service Management and
• wish to advance to higher level ITIL certifications
• Individuals seeking the ITIL Expert Certificate in IT Service Management for which this
• qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for
• which the ITIL Expert is a prerequisite.

Training Packages & Career Tracks that include the ITIL Intermediate Qualification: Operational Support and Analysis Course

• ITIL Intermediate: Service Capability

ITIL Intermediate Qualification: Operational Support and Analysis Course Objectives

• Event management
• Incident management
• Request fulfilment
• Problem management
• Access management
• Service desk
• Technical management
• IT operations management
• Application management

ITIL Intermediate Qualification: Operational Support and Analysis Course Outline

1. Introduction to operational support and analysis
   1. The value to the business of OSA activities
   2. The lifecycle within the OSA context
   3. The scope of OSA processes and functions
   4. Optimizing service operation performance.
2. Event management
   1. The event management process inclusive of its design strategy, components, activities, roles and
3. operation including its organizational structure, as well as any interfaces with other processes
   1. Efficient event management and provision of examples showing how it is used to ensure service
4. quality within OSA
   1. The benefits and business value that can be gained from event management.
5. Incident management
   1. The incident management process inclusive of its design strategy, components, activities, roles
6. and operation including its organizational structure, as well as any interfaces with other processes
   1. The measurement model and the metrics that would be used to support incident management
7. within OSA practices
   1. The benefits and business value that can be gained from incident management.
8. Request fulfilment
   1. The request fulfilment process inclusive of its design strategy, components, activities, roles and
9. operation including its organizational structure, as well as any interfaces with other processes
   1. The measurement model and the metrics that would be used to support incident management
10. within OSA practices
    1. The benefits and business value that can be gained from request fulfilment as related to OSA.
11. Problem management
    1. The end-to-end process flow for problem management inclusive of design strategy, components,
12. activities, roles and operation including its organizational structure, as well as any interfaces with
13. other processes
    1. A measurement model and the metrics that would be used to support problem management within
14. OSA practices
    1. The benefits and business value that can be gained from problem management.
15. Access management
    1. The end-to-end process flow for access management process inclusive of design strategy,
16. components, activities, roles and operation including its organizational structure, as well as any
17. interfaces with other processes
    1. A measurement model and the metrics that would be used to support access management within
18. OSA practices
    1. The benefits and business value that can be gained from access management as related to OSA.
19. The service desk
    1. The complete end-to-end process flow for the service desk function inclusive of design strategy,
20. components, activities and operation, as well as any interfaces with other processes or lifecycle
21. phases
    1. The service desk validation components and activities (e.g. service desk role, organizational
22. structures, challenges, issues safeguards, etc.) and how these test components are used to
23. ensure service quality within OSA
    1. A measurement model and the metrics that would be used to support the service desk function
24. within OSA practices.
25. Functions
    1. The end-to-end process flow for OSA functions (i.e. technical management, IT operations
26. management, and applications management) inclusive of design strategy, objectives, components,
27. activities, roles and operation including its organizational structure, as well as any interfaces with
28. other processes
    1. The benefits and business value that can be gained from functions as related to OSA.
29. Technology and implementation considerations
    1. Technology requirements for service management tools and where/how they would be used within
30. OSA for process implementation
    1. What best practices should be used in order to alleviate challenges and risks when implementing
31. service management technologies.

Benefits of taking the ITIL Intermediate Qualification: Operational Support and Analysis course at NetCom

• Why choose ITIL Training at NetCom Learning?
  As a recognition for training excellence, NetCom Learning was chosen by Microsoft as the 2007 Worldwide Learning Solutions Partner of the year out of 1400 training companies.

  In addition, we have won numerous other training awards for quality and customer satisfaction by CompTIA, EC-Council and other vendors. We are simply passionate about learning and achieving the highest customer satisfaction in your learning experience!

• NetCom provides Authorized Training
  NetCom Learning is a Microsoft Gold Certified Partner for Learning Solutions (CPLS), Cisco Learning Partner, CompTIA Platinum Partner, EC-Council Accredited Training Center, Adobe Authorized Training Center, Autodesk Authorized Training Center and many others. We are proud to offer the highest quality, authorized training solutions from our many partners for our customers.

  See our comprehensive list of partner authorizations.

• Award winning, world-class Instructors

  Donna H. - High-skilled trainer and speaker. Delivered presentations in Dubai, Tokyo, London, New York, and China. - ITIL V3 Expert, teaching ITIL courses since 2005. More than 99% of her students have passed their ITIL Certification exams. - Process Improvement Expert with more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer. Bio: Donna is an expert in project management and Process Improvement. Her amazing presentation skills have taken her around the world, giving arrangements in Dubai, Tokyo, London, New York and China to name a few. "The Donna", as she is known in the industry, has more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer. Donna holds ITIL V3 Expert Certification and offers training and consulting services through NetCom Learning on Process Improvement framework as well as the ITIL practitioner level suite of Lifecycle and Capability Stream certification courses. She began presenting ITIL classes in 2005, and 99% of her students have passed their ITIL Certification exams. Along with ITIL courses, she promotes best practices in the support center industry, focusing on customer service skills training, individual and support center certification, training and consulting, and process infrastructure improvement.

  Michael G. - Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. - An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses. - High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning. Bio: Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses. Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.

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• Actual Client Testimonials

  Sep 09 2010 Good experience, would attend another NetCom class if needed. --Mayri H. Course(s) Taken ITIL: Foundation Certification - Boot Camp

  
  

  Sep 08 2010 This has been a very positive experience. Everyone was very customer service focused. -Dan B. Course(s) Taken ITIL: Foundation Certification - Boot Camp

  
  
• Awards won by NetCom
  NetCom Learning is an award winning, customer focused company. We are simply Passionate About Learning!

  See our list of awards.

• Specialized Boot Camp Training

  

  This training is also available as a boot camp. NetCom is world famous for delivering specialized boot camp training to our clients.

  For answers to questions regarding our boot camp training delivery format, please refer to our Boot Camp FAQ section.

Enrollment Options for the ITIL Intermediate Qualification: Operational Support and Analysis course

• Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with an Educational Consultant.

Training Delivery Methods

• Classroom Training
  NetCom’s classroom training ensures that you have state-of-the-art tools, techniques and practices you need to succeed on the job. Our instructors are active practitioners and true masters in their fields. With convenient classes at multiple learning centers across the US, you never have to go far to get ahead.

• Live Online Training (LOT)
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• Boot Camp Training
  NetCom’s intensive boot camps are designed to advance your skills in the shortest possible amount of time and get you certified. Boot camps go at a faster pace and often run for longer days, so you must have some level of subject matter experience before enrolling. Boot camps have mandatory assessment tests to ensure no one will slow down the class for other students. Learn more about Boot Camps

• Private Onsite Training
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• Private 1-on-1 Training
  NetCom’s private 1-on-1 training focuses on the highest quality training possible. You get individualized, full attention from the instructor and you decide where and when courses are held. The training is custom tailored to reflect your industry, corporate culture, goals and schedule. You pick the course content, length of training and instructional technique.
  Learn more about Private 1-on-1 Training

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