Online Available
* All fees are exclusive of vat
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Course Description
In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.
The Operational Support and Analysis (OSA) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.
The content of the course is based mainly on the best practice guidance contained in the ITIL Service Operation publication.
The OSA course can teach organizations and individuals how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers.
It also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost-effective IT services that are required to meet organizational needs.
Please note: The ITIL Foundation certification is required to take the exam at the end of class.
What Do Participants Learn?
- Importance of service management as a practice concept and operational support and analysis principals, purpose, and objective
- Importance of ITIL operational support and analysis while providing service
- Processes in ITIL operational support and analysis interact with other service lifecycle processes
- Processes, activities, methods, and functions used in each of the ITIL operational support and analysis processes
- How to use the ITIL operational support and analysis processes, activities, and functions to achieve operational excellence
- How to measure ITIL operational support and analysis
- Importance of IT security and its contributions to ITIL operational support and analysis
- Technology and implementation considerations surrounding ITIL operational support and analysis challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks
Who Should Attend?
- IT operations, technical, or IT management personnel requiring more information about ITIL best practices
- Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
What Will the Learning Experience Include?
Phase: 1
Introduce
- Comprehensive pre-program activities include:
- Web-based information forms & surveys completed by attendee.
- Direct consultation with the attendee about the expectations.
- During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
- Participants learn from expert trainers who have both academic and business experiences.
- Highly applicable training content & instructive activities for adding depth to training topics.
- **A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Phase: 2
Explore & Practice
Phase: 3
Apply
- Apply & sustain the learning experience by using this ongoing support:
- To ensure participant has new skills or behavior progress.
- Optional, fee-based mentoring & coaching with the trainer.
- Training materials & additional documents (e-books, pdf files, presentations and articles)
- Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
- Participant's Evaluation
- Trainer's Evaluation
Phase: 4
EVALUATE
Day One:
- Service Operation Practices
- Business Value of Operational Support and Analysis
- Scope of Operational Support and Analysis Processes and Functions
- How Operational Support and Analysis Activities Support the Service Lifecycle
- Optimizing Service Operation Performance
- Event Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Information Management within the Event Management Process
- Challenges and Risks
Day Two:
- Incident Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Information Management within the Incident Management Process
- Challenges and Risks
- Problem Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Information Management within the Problem Management Process
- Challenges and Risks
Day Three:
- Request Fulfillment Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Information Management within the Request Fulfillment Process
- Challenges and Risks
- Access Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Information Management within the Access Management Process
- Challenges and Risks
Day Four:
- Service Desk Function
- Service Desk Role
- Objectives
- Different Service Desk Organizational Structures
- Service Desk Staffing Considerations
- Measuring Service Desk Performance
- Issues and Safeguards to Consider When Outsourcing the Service Desk
- Common Operational Support and Analysis Functions
- Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions
Day Five:
- Improving Operational Support and Analysis
- Relationship Between Business Goals and Metrics to Measure Operational Performance
- Service and Process Measurement Frameworks
- Rules and Policies for Creating a Successful Reporting Framework
- How Operational Support and Analysis Practices Support Continual Service Improvement
- Technology and Implementation Considerations
- Generic Technology Requirements
- Evaluation Criteria for Technology and Tools for Process Implementation
- Project, Risk, and Staffing Practices for Process Implementation
- Challenges, Risks, and CSFs for Implementing Practices and Processes
- Planning and Implementing Service Management Technologies
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IT Data Storage Networks
Electronic Document and Record Management
Effective Business Decisions Using Data Analysis
IT Project Management
Airside Safety
Managing Weather Impacts: Aviation Safety & Flight Performance
Air Transport Engineering
Airport Terminal Management
Airport Ramp Management
Air Transportation Management
Management of Civil Aviation Quality and Service
GPON FTTx Training
Sponsorship Management
Business Process Improvement
Inventory Analysis and Stock Control Techniques
Warehouse Operations and Management
First Steps Towards Entrepreneurship
E-Procurement Course
Effective Events Management
Service Level Agreements
Empowerment in the Professional World
Corporate Social Responsibility
Leadership Training Course
Assertiveness and Confidence Building
Inspiring Leadership Through Emotional Intelligence
Problem Solving and Decision Making
Effective Time Management
Corporate Leadership and Management Skills
Intelligence in Communication and Negotiation
Leadership and Communication
Building and Managing Strategic Relationships and Partnership
Developing High-Performing Teams
Lead Conflict Management
Effective Delegation Skills for All Levels
Creating a Path towards Employee Engagement
Personal Leadership Development
Strategic Thinking & Business Planning
Professional Planning Specialist Skills
Leading & Change Management
Effective Development of Business Strategy
Leadership - Masterclass
Management - Masterclass
Stakeholder Management
Strategic Planning
Management & Leadership Development
Time Management & Stress Reduction
Creative Strategic Planning & Leadership
Leadership Development: Self-awareness, Skills & Strategies
Facilities Management
Technical Writing Guideline & Specification
Fundamental Negotiation Skills
Administration and Office Management
Logistics & Supply Chain Management
Fundamental Etiquette for Managers
Decision Making & Emergency Management
Corporate Leadership and People Management
Dynamic Leadership Skills
Leadership & Professional Development
Change Management and Operational Excellence
The Leadership Challenge
SS7 in Mobile Networks
SIP Advanced
5G Slicing
TCP / IP
SS7 Signalling in Mobile Networks
GSM UMTS LTE System Overview
VoLTE Overview
SIP Fundamentals
IMS VoLTE Training
5G System Overview
LNG Value Chain
LNG (Liquidify Natural Gas)
GSM Network Technology (10 Days)
Land Acquisition, Resettlement and Social Sustainability
Data Centre for Telecommunication
Fiber Optics Technique
CRM in Telecommunications
Telecom Technologies for Business
Beyond Regulation Stimulating Telecom Competition
Telecom Regulation for Today`s World
Petroleum Project Economics
Petroleum Refinery Processing
Oil & Gas Field Operations
International Oil Supply, Transportation, Refining & Trade
Understanding Success Factors in Oil & Gas Industry
Oil & Gas Commercial Contracts & Negotiation Skills
Finance & Accounting for the Oil & Gas Industry
Petroleum Engineering
Fundamentals of Oil and Gas Industry
Risk Management for Oil & Gas Projects
Oil & Gas Gravity Separation
Natural Gas Liquids Recovery (NGLs)
Natural Gas Dehydration Technology
Basic Instrumentation For Process Operators
Test Shadi
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Certification
Averest Training Certificate of Completion or delegates who attend and complete the training course
This course is certified by:
On-Site Training
This Course can be customized delivered to a group at your facility saving time and money.