1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Operational Support and Analysis

 
Course: 995   Type: Course Workshop   Duration: 5 Days
 
 

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Operational Support and Analysis Exam
  • Outline key activities for the Operational Support and Analysis processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Operational Support and Analysis processes, activities and functions
  • Evaluate the success of Operational Support and Analysis by applying key metrics

Course Benefits

Successful implementation of ITIL Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve ITIL Intermediate Qualification: Operational Support and Analysis certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshop

Through workshops, you gain knowledge of the Operational Support and Analysis processes. Workshops include:
  • Managing incidents and events in the provision of IT services
  • Returning to normal operations
  • Providing quick and effective access to standard services
  • Eliminating recurring incidents and minimizing unpreventable incidents

Related Courses

 
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce. 		 

Upcoming Dates

Feb 2 - 6, 2009
 Washington, DC (Alexandria, VA)
Feb 9 - 13, 2009
 Ottawa
Feb 9 - 13, 2009
 Washington, DC (Rockville, MD)
Feb 23 - 27, 2009
 Washington, DC (Reston, VA)
Mar 2 - 6, 2009
 Chicago (Schaumburg)
Mar 9 - 13, 2009
 Toronto
Mar 16 - 20, 2009
 New York
Mar 23 - 27, 2009
 Los Angeles
Mar 30 - Apr 3, 2009
 Washington, DC (Reston, VA)
Apr 13 - 17, 2009
 Washington, DC (Rockville, MD)
May 4 - 8, 2009
 New York
May 11 - 15, 2009
 Ottawa
May 11 - 15, 2009
 Washington, DC (Alexandria, VA)
Jun 1 - 5, 2009
 Toronto
Jun 1 - 5, 2009
 Washington, DC (Rockville, MD)

For complete schedule, please visit www.learningtree.com
 
http://www.learntree.com/courses/995pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Operational Support and Analysis

 
Course: 995   Type: Course Workshop   Duration: 5 Days
 
 
Course 995 Content
 

Introduction and Overview

  • Service Management as a practice
  • The Service value proposition
  • The role of Operational Support and Analysis processes in the lifecycle
  • How Operational Support and Analysis supports the Service Lifecycle

Core Service Operation Processes

Event Management

  • The purpose, goal and objectives of Event Management
  • Explaining triggers, inputs, outputs and the process interfaces
  • Using metrics to check effectiveness and efficiency
  • Employing active and passive monitoring tools

Incident Management

  • Managing the Incident Lifecycle
  • Identifying process activities, methods and techniques and how they relate to the Service Lifecycle
  • Interaction with design services
  • Incident Management involvement on Information Management

Request Fulfillment

  • Scope of the processes
  • The policies, principals and the request model concept
  • Dealing with service requests from users
  • How metrics can verify effectiveness and efficiency of the Request Fulfillment process

Problem Management

  • The objectives of the Problem Management process
  • Managing the lifecycle of problems
  • Value to the business and the Service Lifecycle
  • Identifying triggers, input and output to other processes
  • Analyzing metrics to check efficiency

Access Management

  • Policies, principles and basic concepts
  • Managing authorized user access
  • Distinguishing Access Management and Information Management
  • Executing Security and Availability Management policies
  • Challenges and critical success factors
  • Establishing metrics to ensure process quality

Service Desk

  • Establishing the Service Desk objectives
  • Organizational structures and staffing options
  • Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of Service Desk on customer perception
  • Reasons and options for outsourcing the Service Desk

Service Operation Functions

  • Functions of Technical Management, IT Operations Management and Application Management
  • How the functions contribute to Operational Support and Analysis
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analyzing the function's activities

Technology Considerations

  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing Service Management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

  • Managing change in Service Operations
  • Examining implementation aspects of Service Operation and Project Management
  • Assessing and managing risk in Service Operation
  • Operational staff considerations in Service Design and Transition
  • How to plan and implement Service Management technologies
 
http://www.learntree.com/courses/995pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Operational Support and Analysis

 
Course: 995   Type: Course Workshop   Duration: 5 Days
 
 

Course Tuition
$ 3,090 Standard Tuition
Tuition with a Savings Plan
$ 2,250 10-Day Pass
$ 1,670 Training Passport
$ 1,700 Premium-Pass
$ 2,200 Voucher 10-Pack
$ 2,785 Alumni Gold Discount
$ 2,744 Government Discount
 

 

Your Course Tuition Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate awarding Continuing Education Units
  • FREE participation in Professional Certification
  • FREE participation in College Credit programs (including related exams)

Important Course Information:

  • Approx. 5 to 8 hours of pre-course preparation
  • 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day
  
 

Tuition Savings Plans

Training Passport
  • 3 courses in 12 months
  • As little as $1,670 per course
  • Savings as much as 40%
  • Only $5,000
Premium Pass
  • 4 courses in 24 months
  • As little as $1,700 per course
  • Save as much as 45%
10-Day Pass
  • A NEW way to save on training
  • 10 days of training for one person
  • Save as much as $990 per course
  • Only $4,500
Training Vouchers
  • Save as much as $990 per course
  • Fully transferable
  • As low as $2,200 per course
Alumni Gold Discount Attend your first course and you'll receive a personalized Alumni Gold Discount card, entitling you to save as much as $305 on each course you take within the following 12 months. Take just one course each year and you'll be entitled to ongoing discounts...year after year!

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course--and then pay only if you feel the course was well worth the tuition.

Enrolling is Easy and Flexible!

Enroll by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrollment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learntree.com/courses/995pf.htm