The management of services in the live environment involves communicating with users that are having issues, need resources in order to perform their tasks, resolving incidents and problems and understanding how the technical environment is functioning. Managing all of this is the aim of this Capability module. It also looks at the interaction between the operations phase and the other closely related processes.

Lifecycle stream or Capability stream?
If you are familiar with the ITIL v2 certification scheme, you can translate Lifecycle and Capability into Service Manager and Practitioner. If you are unfamiliar with v2, Lifecycle courses are for those individuals working "on" ITSM implementation and Capability courses are for those individuals working "in" the daily process activities.

Credits
Successful candidates will be awarded 4 credits towards the ITIL Expert qualification.

Who Should Attend
The course is suitable for delegates who require a deep understanding of Operational Support & Analysis processes and how it may be used to enhance the quality of IT service provision within an organisation.

Pre-requisites
Delegates must already hold the ITIL Foundation Certificate in IT Service Management. (The V3 Foundation or V2 Foundation plus Bridge Certificate)

Additional Costs
Prices shown are excluding VAT - there is also an additional exam fee of £110+VAT

COURSE OVERVIEW

During the course, you will obtain knowledge on:

The importance of Service Management as a Practice concept & Service Operation Principles, Purpose & Objectives.

How ITIL Operational Support and Analysis processes interact with other Service Lifecycle Processes.

The Processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis Processes, and how to use them to achieve operational excellence

The importance of IT Security and its contributions to ITIL Operational Support and Analysis The technological and implementation considerations surrounding ITIL Operational Support and Analysis Challenges, Critical Success Factors and Risks associated to ITIL Operational Support and Analysis

ACCESS MANAGEMENT

REQUEST FULFILMENT

PROBLEM MANAGEMENT

SERVICE DESK

FUNCTIONS
The Service Operation functions of Technical Management
IT Operations Management and Applications Management and how they contribute to Operational Support & Analysis

TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
Technology implementation as part of implementing service management process capabilities
Special technology functions and features that are related to OSA

APMG EXAMINATION PROCESS EXPLAINED
Hints and tips on Passing the examinations
Typical examination Scenarios and Questions
Mock Examination papers

Delegates will need to bring Photographic ID to show the Invigilator before the exam can be taken

EXAMINATIONS & PRE-COURSE WORK
It is strongly recommended that you complete at least 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications. Pre Course materials will be sent 4 -6 weeks before the course starts.

The course features a 90 minute closed book multiple choice exam, which takes places on the last afternoon of the course.