ITIL ® Operational Support and Analysis Capability National Institute of Technology (NIT)

    Course details

    This 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes ina practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

    Audience:

    The Operational Support and Analysis Capability course will be of interest to:

    •  Inpiduals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
    •  Inpiduals and / or 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
    •  IT professionals involved in IT Service Management implementation and improvement programs.
    •  A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

    Learning Objectives:

    At the end of this course, the learner will gain competencies in:

    •  Understanding Service Management as a Practice, Service Operation principles, purpose and objective
    •  Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
    •  The activities, methods and functions used in each of the Operational Support and Analysis processes
    •  The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
    •  How to measure Operational Support and Analysis performance  The importance of IT Security and how it supports Operational Support and Analysis
    •  Understanding technology and implementation requirements in support of Operational Support and Analysi 
    •  The challenges, critical success factors and risks related with Operational Support and Analysis

    Course Organizational Logistics:

    •  A maximum of 18 students can attend this course with 1 instructor
    •  Classroom with U-shaped seating arrangement
    •  2 break out rooms where available- Whiteboard, flipchart, projector
    •  Previous ITIL Certificate numbers need to be provided prior to the start of the course
    Updated on 08 November, 2015

    About National Institute of Technology (NIT)

    NIT was established in the year 1997, with an objective of addressing the IT needs of the Kingdom and started its operations as a part of the US$ 100 million company, Almoayed Group

    NIT was the first Training institution in the country to achieve the prestigious ISO quality certification.

    Microsoft Learning Partner, Oracle University Education Provider, Cisco Partner, ITIL Licensed Affiliate, PRINCE2 Licensed Affiliate, ITPrenuers Regional Partner, PearsonVUE Testing Center.

    Trainings are delivered by Certified and Qualified faculties.

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