ITIL® Intermediate Capabilities: Operational Support & Analysis

Duration: 5 days
Exam Included: Yes
Qualification: ITIL® Operational Support and Analysis Certificate

Description

The ITIL® Operational Support and Analysis certificate is one of the four courses which make up the ITIL® Capability work-stream of the ITIL® Framework. Whereas the ITIL® Lifecycle courses concentrate more on the processes themselves, these courses concentrate more on the practical elements that are of use to a practitioner working in this Service Management area.

Operational Support and Analysis looks at the most customer-facing element of the ITIL® Framework, Service Operation.
This five-day course will take you through an explanation of these fundamentals and show how they drive the need for managing the day-to-day operation of an Organisation’s Information Technology services, and covers issues relating to the people, processes, infrastructure technology and relationships necessary to ensure the high-quality, cost-effective provision of IT service necessary to meet organisational needs.

The course ends with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%). You will be appropriately prepared for this by our ‘Expert’ tutors throughout the course, and you will sit two mock exams to help raise your confidence levels prior to the live exam.

About the courses

This course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.

  • Introduction – this initial unit provides an introduction to the core concepts and terminology of the service lifecycle, and the role that OSA activities play within the lifecycle. How to create business value and the optimisation of operational service performance is also covered.
  • Event Management – this unit covers how the process of Event Management contributes to OSA practices. A complete overview of the objectives, scope and importance of Event Management as a process to generate business value are explored.
  • Incident Management – this unit covers how the process of Incident Management contributes to OSA practices. A complete overview of the objectives, scope and importance of Incident Management as a process to generate business value are explored.
  • Request Fulfilment – this unit covers the Request Fulfilment process and how it contributes to OSA. A complete overview of the objectives, scope and importance of request fulfilment as a process to generate business value are explored.
  • Problem Management – this unit covers how the Problem Management process contributes to OSA practices. A complete overview of the objectives, scope and importance of problem management as a process to generate business value are explored.
  • Access Management – this unit covers how the Access Management process contributes to OSA practices. A complete overview of the objectives, scope and importance of problem management as a process to generate business value are explored.
  • The Service Desk – this unit covers the Service Desk function and how it contributes to OSA. A complete overview of the objectives, scope and importance of the Service Desk as a function to generate business value are explored.
  • Common OSA Functions & Roles – this unit deals with how the Service Operation functions of Technical Management, IT Operations Management, and Applications Management contribute to OSA practices.
  • Technology and Implementation Considerations – this unit deals with technology and implementation considerations and how they contribute to OSA practices.

Who Should Attend

Those who:

  • Are an individual who requires a detailed understanding of the OSA processes and how they may be used to enhance the quality of IT service support within an organisation.
  • Are an IT professional working within an organisation that has adopted and adapted ITIL® and needs to be informed about and thereafter contribute to an on-going service improvement programm
  • Are a member of Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
  • Are in one of the following IT professions or areas:
    • Configuration Manager
    • Availability Manager
    • System Software
    • Applications Support
    • IT Operations Manager
    • Network Control and Operation
    • Database Administrator
    • Problem Manager
    • Network Support
  • Individuals seeking progress towards the ITIL® Expert Certificate

Organisational Benefits

As Service Operation is the most customer-facing element of the ITIL Lifecycle, it has responsibility for the day-to-day activities and Infrastructure used to deliver services, but Service Operation’s overriding purpose is to deliver and support services – management of the Infrastructure and the operational activities must always support this purpose. Service Operation staff should have in place processes and support tools to allow them to have an overall view of Service Operation and delivery.

Services are also often provided by external service suppliers (3rd Parties) and Service Operation must also encompass these 3rd Parties in the overall provision of services provided to our customers.

Service Operation is neither an organisational unit nor a single process – it includes functions and many processes and activities that all assist in the delivery and support of services to our customers.

Processes:

  • Problem Management (root cause analysis)
  • Incident Management (restoration of service as soon as possible)
  • Event Management (anything you deem it important to monitor and control)
  • Request Fulfilment (service requests)
  • Access Management (ensuring the confidentiality, integrity and availability of our services – CIA) Functions
  • Technical Management (DBAs, Unix, Desktop, Mainframe, Middleware etc).
  • IT Operations Management (IT Operations Control – Routine monitoring & maintenance, back-up to tape, file restore, print and output distribution, batch jobs etc. and Facilities Management – the Management of the physical environment – Data Centres, Buildings, back-up sites etc).
  • Application Management – The technicians with specific skills in the development, design, building, testing, deployment and support of the applications used by our customers.
  • Service Desk – The single point of contact between IT and its customers for all operational issues.

Individual Benefits

You will gain an understanding on how service operation works to ensure that delivery and support of services matches the agreed and documented requirements of the organisation, both to meet the requirements of today, and also to identify and meet the requirements for tomorrow.

It will also become apparent from the training that service operation is, being customer-facing, a main-player in identifying weaknesses in the design, delivery and support of service provision, driving need for improvement, by giving feedback to other ITIL® lifecycle modules (particularly service transition and service design), and feeding these weaknesses into the continual service improvement (CSI) ITIL® lifecycle phase, which in turn drives improvements (via service improvement plans).

By having a better understanding of the best-practice framework, and in this particular course, Operational Support and Analysis, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better. The reward being advancement within your company and a potential to increase your salary!

Materials Provided

  • A full copy of all course slides, with room to make your own notes
  • A personal copy of the ITIL® Intermediate Capability Handbook – Operational Support & Analysis
  • A full copy of the ITIL® Glossary and Acronym List
  • Course hand outs to aid further understanding, where applicable
  • Sample questions

Prerequisites

Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate – please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

Pre-reading

It is not compulsory but it is recommended that you purchase the following volumes:

  • ITIL® Service Strategy
  • ITIL® Service Design
  • ITIL® Service Transition
  • ITIL® Service Operation
  • ITIL® Continual Service Improvement

Exam Overview

The course ends with a 90 minute (30 minutes extra time for non-native English speakers) ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
The course does however give you 4 Credits towards the ITIL® Expert qualification.
The examination is taken on the afternoon of the 5th day.

Delivery options
All our courses are available both as public and as a closed group (company internal).

ELearning with Personal Coach

Do you know that you can take this course as a set of pre-recorded videos, at the convenience of your home and at any given time during day and night? To ensure you gain proper level of understanding we can offer you a personal coach.

Learn more here.

Next Steps

Once you have completed your training and passed your exam you have several options available to you for further study and career enhancement.

These include:

ITIL® Capability Modules

ITIL® Managing Across The Lifecycle

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Cabinet Office, and is registered in the U.S. Patent and Trademark Office.

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