ITIL ® Intermediate Capability Module Operational Support & Analysis

Course details

Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.

Lesson 1: Introduction

• Introduction/Housekeeping
• The concept of Service Management as a practice
• Service, its value proposition and composition
• Functions and processes across the lifecycle
• The role of processes in the Service Lifecycle
• How Service Management creates business value
• How Operational Support and Analysis supports the Service Lifecycle

Lesson 2: Event Management

• Purpose, goal and objectives
• Scope
• The Value to business and the Service Lifecycle
• Policies, principles and basic concepts
• Triggers, inputs and outputs and process interfaces
• Involvement in Information Management
• Metrics
• Challenges, Critical Success Factors and risks
• How to design for Event Management

Lesson 3: Service Desk

• The Service Desk role & objectives
• Service Desk organizational structures
• Service Desk staffing options
• Service Desk metrics that can be used to measure its effectiveness and efficiency
• Issues and safeguards to consider when outsourcing the Service Desk

Lesson 4: Incident Management

• Purpose, goal, objectives & Scope
• Value to business and to the Service
• Policies, principles and all basic concepts
• Process activities, methods and techniques and how they relate to the Service Lifecycle
• Triggers, inputs and outputs and the process interfaces
• Involvement in Information Management
• Metrics
• The challenges, Critical Success Factors and risks

Lesson 5: Problem Management

• Purpose, goal and objectives
• Scope
• Value to business and Service Lifecycle
• Understanding of the policies, principles and the problem model concept
• Process activities, methods and techniques and how they relate to the Service Lifecycle
• Triggers, inputs and outputs and the process interfaces
• Involvement in Information Management
• Metrics
• Challenges, Critical Success Factors and risks

Lesson 6: Request Fulfillment

• Purpose, goal and objectives
• Scope
• Value to business and to the Service Lifecycle
• Policies, principles and the request model concept
• Process activities, methods and techniques and how they relate to the Service Lifecycle
• Triggers, inputs and outputs and the process interfaces
• Involvement in Information Management
• Metrics
• Challenges, Critical Success Factors and risks

Lesson 7: Access Management

• Purpose, goal and objectives
• Scope
• Value to business and Service Lifecycle
• Policies, principles and basic concepts
• Process activities, methods and techniques and how they relate with the Service Lifecycle
• Triggers, inputs and outputs and the process interfaces
• Involvement in Information Management
• Metrics
• Challenges, Critical Success Factors and risks

Lesson 8: Functions

• Service Desk Roles, Objectives and Activities
• Technical Management Roles, Objectives and Activities
• IT Operations Management Roles, Objectives and Activities
• Application Management Roles, Objectives and Activities

Lesson 9: Technology and Implementation Considerations

• Generic requirements for technology to support process capability
• Evaluation criteria for technology and tools for process implementation
• Project, risk and staffing practices for process implementation
• Challenges, Critical Success Factors and risks
• How to plan and implement Service Management Technologies

Lesson 10: Exam Preparation

• Sample Exams
• Feedback
• Recap

Prerequisites

ITIL® Foundation

Learning Objectives At the end of this course, you will learn:

• The concept of Service Management as a practice
• The role of processes in the Lifecycle
• The purpose, goal and objectives of the Event Management Process
• The Service Desk Role and concepts
• The purpose, goal and objectives of the Incident Management Process
• The purpose, goal and objectives of the Problem Management Process
• The purpose, goal and objectives of the Request Fulfillment Process
• The purpose, goal and objectives of the Access Management Process
• How to plan and implement Service Management Technologies