ITIL V3: Operational Support and Analysis – Capability Course

This intermediate ITIL v3 course provides participants with a deep understanding of the Operational Support and Analysis processes and functions and how they may be used to enhance the quality of IT service support within an organization and assists operational staff involved in the Event Management, Incident Management, Request Fulfillment, Problem Management, and Access Management processes, and the Service Desk, Technical Management, IT Operations Management and Application Management functions in enhancing their role-based capabilities.

Candidates can expect to gain competencies in the following upon successful completion of this certification:

• Service Management as a Practice and Service Operation Principals
• Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis
• Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service.
• Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
• Request Fulfillment which fulfills a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products.
• Problem Management which prevents problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
• Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users.
• Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management for IT services, and IT Service Continuity Management.
• Common Service Operation activities related to Service Operation and Support
• Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management
• Service Operations and Support Service Operation roles and responsibilities
• Technology and Implementation Considerations, Challenges, Critical Success Factors and risks

And specifically in the following key ITIL process and role areas:

• Event Management Process
• Incident Management Process
• Request Fulfillment Process
• Problem Management Process
• Access Management Process
• Service Desk
• Technical Management
• IT Operations Management
• Application Management 

Delivery Details

Additional Prerequisites: In addition to the general prerequisites described above, candidates for attending the Operational Support and Analysis course must:

• Demonstrate familiarity with IT terminology.  Understanding the context of Operational Support and Analysis management in their own business environment is strongly recommended.
• Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the Operational Support and Analysis management processes.

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Accredited ITIL® training is provided by Third Sky, a Loyalist Certification Services Accredited Training Organization