Operational Support and Analysis

Students will examine the following topics. A detailed case-study is used for group exercises, enabling the translation of theory into practice.

• Service Management as a Practice
• Service Operation Principals
• The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
• Specific emphasis on the Service Operation Lifecycle processes and roles included in:
  • Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
  • Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
  • Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
  • Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
  • Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
• Operational activities of processes covered in other Lifecycle phases such as:
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Financial Management for IT Services, and
  • IT Service Continuity Management
• Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management
• Service Operations and Support Service Operation roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks

Course Materials

1. A full-colour, spiral-bound A4 manual , covering every slide (approximately 300 slides)
2. Spiral Bound Student workbook (50+ pages), with a detailed case-study, Exercises and Mock Exams
3. Spiral Bound Student Answer book (50+ pages), with detailed Exercise handouts and Mock Exams Answers and Rationale

Prerequisite Entry Criteria

1. ITIL® Foundation Certificate in IT Service Management (or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
2. It is also strongly recommended that candidates:

• Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
• Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management disciplines:
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Desk/Technical Management/IT Operations Management/Application Management
• It is strongly recommended that candidates read the ITIL® Service Lifecycle core publications in advance of attending training for the certification.
• It is also recommended that students should complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance publications and in particular, the Service Operation publication

This course is also offered through e-learning