ITIL® Capability: Operational Support & Analysis - Course Content
1. Introduction to ITIL Operational Support and Analysis
- Service Management as a practice
- Concept of Service, its value proposition and composition
- Functions and processes across the Lifecycle
- Role of processes in the Service Lifecycle
- Service Management creates business value
- Operational Support and Analysis supports the Service Lifecycle
2. Event Management and how it contributes to Service Operation and Analysis
- Purpose, goal and objectives of the Event Management process
- Scope of the process
- Value to business and to the Service Lifecycle
- Policies, principles and basic concepts
- Activities, methods and techniques that enable this process and relationship to the Service Lifecycle
- Triggers, inputs and outputs and the process interfaces
- Event Management involvement in Information Management
- Metrics can be used to check effectiveness and efficiency of the Event Management process
- Challenges, Critical Success Factors and risks
- How to design for Event Management
3. Incident Management and how it contributes to Service Operation and Analysis
- Purpose, goal and objectives of the Incident Management
- Scope of the process
- Value to business and to the Service Lifecycle
- Policies, principles and all basic concepts
- Activities, methods and techniques and how they relate to the Service Lifecycle
- Triggers, inputs and outputs and the process interfaces
- Incident Management involvement in Information Management
- Metrics can be used to check effectiveness and efficiency of the Incident Management
- Challenges, Critical Success Factors and risks associated with the Incident Management
4. Request Fulfilment and how it contributes to Service Operation and Analysis
- Purpose, goal and objectives of the Request Fulfilment process
- Scope of the process
- Value to business and to the Service Lifecycle
- Policies, principles and the request model concept
- Activities, methods and techniques and how they relate to the Service Lifecycle
- Triggers, inputs and outputs and the process interfaces
- Request Fulfilment involvement in Information Management
- Metrics can be used to check effectiveness and efficiency of the Request Fulfilment process
- Challenges, Critical Success Factors and risks associated with the Request Fulfilment process
5. Problem Management and how it contributes to Service Operation and Analysis
- Purpose, goal and objectives of the Problem Management process
- Scope of the process
- Value to business and Service Lifecycle
- Policies, principles and the problem model concept
- Activities, methods and techniques and how they relate to the Service Lifecycle
- Triggers, inputs and outputs and the process interfaces
- Problem Management involvement in Information Management
- Metrics can be used to check effectiveness and efficiency of the Problem Management
- Challenges, Critical Success Factors and risks associated with the Problem Management process
6. Access Management and how it contributes to Service Operation and Analysis
- Purpose, goal and objectives of the Access Management process
- Scope of the process
- Value to business and Service Lifecycle
- Policies, principles and basic concepts
- Activities, methods and techniques and how they relate with the Service Lifecycle
- Triggers, inputs and outputs and the process interfaces
- Access Management involvement in Information Management
- Metrics can be used to check effectiveness and efficiency of the Access Management
- Challenges, Critical Success Factors and risks associated with the Access Management process
7. Service Desk and how it contributes to Service Operation and Analysis
- Service Desk role
- Service Desk objectives
- Different 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
8. Service Operation Functions of Technical Management, IT Operations Management, and Applications Management and how they contribute to Operational Support and Analysis
- Roles of each function
- Objectives
- Each function’s activities
9. Technology and Implementation considerations and features that are related to Service Operation and Analysis practices
- 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 related to implementing practices and processes
- How to plan and implement Service Management technologies
