* All fees are exclusive of vat
** PREMIUM - Customize your learning experience
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
Related Trainings
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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.