ITIL Operational Support and Analysis

ITIL-108 (5 Days)

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ITIL Training Overview

This ITIL Operational Support and Analysis training teaches attendees the processes and roles within ITIL IT Service Management. Students gain a balanced knowledge of ITIL® practices. This course prepares students for the exam leading to a Certificate in ITIL Service Capability Management – Operational Support and Analysis.

Note: An exam voucher for each student is included in the price of the training.

 

Location and Pricing

Most Accelebrate courses are delivered as private, customized, on-site training at our clients' locations worldwide for groups of 3 or more attendees and are custom tailored to their specific needs. Please visit our client list to see organizations for whom we have delivered private in-house training. These courses can also be delivered as live, private online classes for groups that are geographically dispersed or wish to save on the instructor's or students' travel expenses. To receive a customized proposal and price quote for private training at your site or online, please contact us.

ITIL Training Objectives

All students learn how to:

  • Oversee the service operation process
  • Manage common activities in Operational Support Analysis (OSA)
  • Implement application management functions
  • Organize and implement OSA

ITIL Training Outline

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Introduction to Operational Support & Analysis
  • Service Operation
  • Principles of OSA
  • OSA Summary
Service Operation Processes
  • Event Management
  • Incident Management
  • Request Fulfillment Introduction
  • Problem Management
  • Access Management Introduction
  • Operational Activities of Other Lifecycle Processes
OSA Common Activities
  • Common Activities
  • OSA's Common Activities
Service Operation Functions
  • Service Desk Function
  • Technical Management Function
  • IT Operations Management
  • Application Management Function
Organize & Implement
  • Organizational Structures
  • Roles & Responsibilities
  • Technology Considerations
  • Implementing OSA
  • Organize & Implement
Conclusion
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Lecture percentage

50%

Lecture/Demo

Lab percentage

50%

Lab

Course Number:

ITIL-108

Duration:

5 Days

Prerequisites:

No prior experience is presumed. This ITIL course will be of interest to candidates who wish to be certified in a deep level understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum, however, the primary focus is the process activities, execution and use throughout the Service Lifecycle.

Training Materials:

All students receive comprehensive courseware.

Copyright Deep Creek Center©

Software Requirements:

This is an interactive seminar that does not require computers. The room should be configured to support pencil and paper exercises in groups of 3-4 participants.

Contact Us:

Accelebrate’s training classes are available for private groups of 3 or more people at your site or online anywhere worldwide.

Don't settle for a "one size fits all" public class! Have Accelebrate deliver exactly the training you want, privately at your site or online, for less than the cost of a public class.

For pricing and to learn more, please contact us.

Contact Us Train For Us

Toll-free in US/Canada:
877 849 1850
International:
+1 678 648 3113

Toll-free in US/Canada:
866 566 1228
International:
+1 404 420 2491

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Atlanta, GA 30309-3918
USA

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