ITIL® Operational Support and Analysis (ITILOSA)

 

Who should attend

The course is ideally suited for:

Individuals and operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: 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

Prerequisites

!IT-ITILF

Course Objectives

  • Understanding Service Management as a Practice and the principles, purposes and objectives of Operational Support and Analysis
  • Understanding the importance of Operational Support and Analysis in service provisioning and understanding how the in-scope processes interact with other Service Lifecycle Processes
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure performance
  • The importance of IT Security
  • Understanding technology and implementation requirements
  • The challenges, critical success factors and risks

Follow On Courses

Course Content

This five day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support & Analysis of services. The main focus of the 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 is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL Best Practice and positions the learner to successfully complete the associated examination. Key items covered include, Incident, Program, Event and Access Management along with Request Fulfillment.

Classroom training
Modality: G

Süre 4 Gün

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