COURSE DESCRIPTION:Mastering ITIL Intermediate Courses requires IT
professionals to obtain great insight into the ITIL body of knowledge
and to learn how to apply ITIL in real life. ITpreneurs’ blended
Operational Support and Analysis (OSA) training Course uses an optimal
mix of training methods to achieve this result in a way that is most
convenient, effective, and economical to learners. Learners obtain the
“knowing” component of the Course by completing 10 hours of
self-paced eLearning in their own time and at their own pace. After
completing the eLearning component of the Course, the program taps
into the natural strengths of the classroom. In 2.5 days, learners are
provided with a safe environment where they can learn to “apply”
their knowledge through a combination of case studies, assignments,
and role plays. Thinking beyond the traditional classroom “box”
and presenting students with an optimal mix of Learning methods.
This ITIL Intermediate 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 in a
practical, hands-on Learning environment. This Course uses an optimal
mix of Learning methods to provide learners with the most effective
way to build their ITIL knowledge with respect to Operational Support
and Analysis, and to apply this knowledge in real life. Learners can
complete eLearning modules on their own time to build their knowledge
and then participate in interactive classroom or virtual classroom
sessions to apply this knowledge in Practice.
COURSE TOPICS:
INTRODUCTION
● Course Introduction
● Course Learning Objectives
● Unique Nature of the Course
● Course Qualification Scheme
● Course Agenda and Exam Details
● Event Management
● Purpose and Objectives
● Scope of the Process
● Business Value of the Process
● Policies, Principles, and Basic Concepts
● Designing for Event Management
● Use of Event Rule Sets and Correlation Engines
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Process Interfaces
● Information Management
● Process Measurement
● CSI References within the Context of Event Management
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Incident Management
● Purpose and Objectives
● Scope of the Process
● Business Value of the Process
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other
Processes
● Information Management
● Process Measurement
● CSI References Within the Context of Incident Management
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Request Fulfilment
● Purpose and Objectives
● Scope of the Process
● Business Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other
Processes
● Information Management
● Process Measurement
● Challenges and Risks
● Group/Individual Exercise
● Problem Management
● Purpose and Objectives
● Scope of the Process
● Business Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other
Processes
● Information Management
● Process Measurement
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Access Management
● Purpose and Objectives
● Scope of the Process
● Business Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other
Processes
● Information Management
● Process Measurement
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
SERVICE DESK
● Role of the Service Desk
● Service Desk Objectives
● Service Desk Organizational Structures
● Service Desk Staffing
● Measuring Service Desk Performance
● Outsourcing the Service Desk
● Group/Individual Exercise
● Sample Test Question
COMMON OSA FUNCTIONS AND ROLES
● The Technical Management Function
● The IT Operations Management Function
● The Application Management Function
● Roles and Responsibilities
● Group/Individual Exercise
● Sample Test Question
TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
● Generic Technology Requirements
● Service Management Tools
● Evaluation Criteria for Technology and Tools for Process
Implementation
● Project, Risk, and Staffing Practices for Process
Implementation
● Challenges, Csfs, and Risks in Process Implementation
● Planning and Implementing Service Management Technologies
● Group/Individual Exercise
● Sample Test Question
EXAM PREPARATION GUIDE
● Mock Exam 1
● Mock Exam 2
LEARNING GOALS:
● Understanding Service Management as a Practice and the
Principles, purposes and Objectives of Operational Support and
Analysis.
● 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 Analysis
● The challenges, critical success factors and Risks related
with Operational Support and Analysis
COURSE AGENDA:
ELEARNING , 6 HOURS OF SELF-PACED, INSTRUCTOR-SUPPORTED ELEARNING
DAY 1
● Introduction
● Introduction
● Event Management Lunch
● Incident Management Homework
DAY 2
● Request Fulfilment
● Problem Management
● Lunch
● Problem Management (Contd.)
● Homework
DAY 3
● Access Management
● Service Desk
● Lunch
● Common OSA Functions and Roles
● Technology and Implementation Considerations
● Homework
DAY 4
● 4 hours of self-paced, instructor-supported eLearning
WHO CAN ATTEND?
● Individuals who have their ITIL Foundation Certificate who
want to purse the intermediate and advanced level ITIL certifications.
● Individuals 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.
Course Description:
Mastering ITIL Intermediate Courses requires IT professionals to
obtain great insight into the ITIL body of knowledge and to learn how
to apply ITIL in real life. ITpreneurs’ blended Operational Support
and Analysis (OSA) training Course uses an optimal mix of training
methods to achieve this result in a way that is most convenient,
effective, and economical to learners. Learners obtain the
“knowing” component of the Course by completing 10 hours of
self-paced eLearning in their own time and at their own pace. After
completing the eLearning component of the Course, the program taps
into the natural strengths of the classroom. In 2.5 days, learners are
provided with a safe environment where they can learn to “apply”
their knowledge through a combination of case studies, assignments,
and role plays. Thinking beyond the traditional classroom “box”
and presenting students with an optimal mix of Learning methods.
This ITIL Intermediate 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 in a
practical, hands-on Learning environment. This Course uses an optimal
mix of Learning methods to provide learners with the most effective
way to build their ITIL knowledge with respect to Operational Support
and Analysis, and to apply this knowledge in real life. Learners can
complete eLearning modules on their own time to build their knowledge
and then participate in interactive classroom or virtual classroom
sessions to apply this knowledge in Practice.
Course Topics:
Introduction
● Course Introduction
● Course Learning Objectives
● Unique Nature of the Course
● Course Qualification Scheme
● Course Agenda and Exam Details
● Event Management
● Purpose and Objectives
● Scope of the Process
● Business Value of the Process
● Policies, Principles, and Basic Concepts
● Designing for Event Management
● Use of Event Rule Sets and Correlation Engines
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Process Interfaces
● Information Management
● Process Measurement
● CSI References within the Context of Event Management
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Incident Management
● Purpose and Objectives
● Scope of the Process
● Business Value of the Process
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other
Processes
● Information Management
● Process Measurement
● CSI References Within the Context of Incident Management
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Request Fulfilment
● Purpose and Objectives
● Scope of the Process
● Business Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other
Processes
● Information Management
● Process Measurement
● Challenges and Risks
● Group/Individual Exercise
● Problem Management
● Purpose and Objectives
● Scope of the Process
● Business Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other
Processes
● Information Management
● Process Measurement
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Access Management
● Purpose and Objectives
● Scope of the Process
● Business Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other
Processes
● Information Management
● Process Measurement
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
Service Desk
● Role of the Service Desk
● Service Desk Objectives
● Service Desk Organizational Structures
● Service Desk Staffing
● Measuring Service Desk Performance
● Outsourcing the Service Desk
● Group/Individual Exercise
● Sample Test Question
Common OSA Functions and Roles
● The Technical Management Function
● The IT Operations Management Function
● The Application Management Function
● Roles and Responsibilities
● Group/Individual Exercise
● Sample Test Question
Technology and Implementation Considerations
● Generic Technology Requirements
● Service Management Tools
● Evaluation Criteria for Technology and Tools for Process
Implementation
● Project, Risk, and Staffing Practices for Process
Implementation
● Challenges, Csfs, and Risks in Process Implementation
● Planning and Implementing Service Management Technologies
● Group/Individual Exercise
● Sample Test Question
Exam Preparation Guide
● Mock Exam 1
● Mock Exam 2
Learning Goals:
● Understanding Service Management as a Practice and the
Principles, purposes and Objectives of Operational Support and
Analysis.
● 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 Analysis
● The challenges, critical success factors and Risks related
with Operational Support and Analysis
Course Agenda:
eLearning , 6 hours of self-paced, instructor-supported eLearning
Day 1
● Introduction
● Introduction
● Event Management Lunch
● Incident Management Homework
Day 2
● Request Fulfilment
● Problem Management
● Lunch
● Problem Management (Contd.)
● Homework
Day 3
● Access Management
● Service Desk
● Lunch
● Common OSA Functions and Roles
● Technology and Implementation Considerations
● Homework
Day 4
● 4 hours of self-paced, instructor-supported eLearning
Who can Attend?
● Individuals who have their ITIL Foundation Certificate who
want to purse the intermediate and advanced level ITIL certifications.
● Individuals 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.
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13/06/2020 Last update