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ICOSA: ITIL® Intermediate Module - Operational Support and Analysis

Location

Format What’s this?
Starting From
RM 8400.00
  1. 5 Days
  1. HRDF SBL Claimable
  2. Lunch & refreshment provided
  3. Certificate of Attendance available
Starting From
RM 3500.00
  1. 40 Hours
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  3. 90 days of access from date of activation

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  1. 5 Days

ICOSA: ITIL® Intermediate Module - Operational Support and Analysis

WHAT YOU WILL LEARN

During this 5-day instructor-led course, participants will obtain knowledge and hands-on experience in Operational Support & Analysis. A mixed balance of practical assignments and lecturing reinforce knowledge and boost capabilities on the subject. Interactive lessons and lectures prepare participants for the optional exam : ITIL v3 Capability Module Operational Support & Analysis.

AUDIENCE

Existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in operational support & analysis

PREREQUISITES

An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment

COURSE OBJECTIVES

  • Service management as a practice and service operation principals
  • The following processes across the service lifecycle pertaining to the capability of Operational Support and Analysis : Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management
  • Relevant operational activities of processes covered in other lifecycle phases
  • Common service operation activities related to Operational Support & Analysis
  • Organizing for service operation which describe functions to be performed within Operational Support and Analysis such as service desk, technical management, IT operations management and application management
  • Operational Support and Analysis roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks

Expand All

Modules

Course Introduction
  • Introduction / Housekeeping
  • The concept of Service Management as a practice
  • The concept of Service, its value proposition and composition
  • The functions and processes across the Lifecycle
  • The role of processes in the Service Lifecycle
  • How Service Management creates business value
  • How Operational Support and Analysis supports te Service Lifecycle


Event Management
  • Purpose, goal and objectives of the Event Management process
  • The scope of the process
  • The value to business and to the Service Lifecycle
  • The policies, principles and basic concepts
  • The process activities, methods and techniques that enable this process and how it relates to the Service Lifecycle
  • The triggers, inputs and outputs and the process interfaces
  • The Event Management involvement in Information Management
  • How metrics can be used to check effectiveness and efficiency of the Event Management process
  • Challenges, Critical Success Factors and risks associated with the Event
  • Management process
  • How to design for Event Management

Exercises :

  • Event Management 1
  • Event Management 2


Service Desk
  • The Service Desk role
  • The Service Desk objectives
  • The different Service Desk organizational
  • The different Service Desk staffing options
  • The different Service Desk metrics that can be used to measure its effectiveness and efficiency
  • The issues and safeguards to consider when outsourcing the Service Desk

Exercises :

  • Service Desk 1
  • Service Desk 2



Incident Management
  • The purpose, goal and objectives of the Incident Management process
  • The scope of the process
  • The value to business and to the Service
  • The policies, principles and all basic concepts
  • The process activities, methods and techniques and how they relate to the Service Lifecycle
  • The triggers, inputs and outputs and the process interfaces
  • The Incident Management involvement in Information Management
  • How metrics can be used to check effectiveness and efficiency of the Incident Management process
  • The challenges, Critical Success Factors and risks associated with the Incident Management process

Exercises :

  • Incident Management 1
  • Incident Management 2


Problem Management
  • The purpose, goal and objectives of the Problem Management process
  • The scope of the process
  • The value to business and Service Lifecycle
  • Understanding of the policies, principles and the problem model concept
  • The process activities, methods and techniques and how they relate to the Service Lifecycle
  • The triggers, inputs and outputs and the process interfaces
  • The Problem Management involvement in Information Management
  • How metrics can be used to check effectiveness and efficiency of the Problem Management process
  • The challenges, Critical Success Factors and risks associated with the Problem Management process

Exercises :

  • Problem Management 1
  • Problem Management 2


Request Fulfilment
  • The purpose, goal and objectives of the Request Fulfilment process
  • The scope of the process
  • The value to business and Service Lifecycle
  • The policies, principles and the request model concept
  • The process activities, methods and techniques and how they relate to the Service Lifecycle
  • The triggers, inputs and outputs and the process interfaces
  • The Request Fulfilment involvement in Information Management
  • How metrics can be used to check effectiveness and efficiency of the Request Fulfilment process
  • The challenges, Critical Success Factors and risks associated with the Request Fulfilment process

Exercises :

  • Request Fulfilment 1
  • Request Fulfilment 2


Access Management
  • The purpose, goal and objectives of the Access Management process
  • The scope of the process
  • The value to business and Service Lifecycle
  • The policies, principles and the request model concept
  • The process activities, methods and techniques and how they relate to the Service Lifecycle
  • The triggers, inputs and outputs and the process interfaces
  • The Access Management involvement in Information Management
  • How metrics can be used to check effectiveness and efficiency of the Access Management process
  • The challenges, Critical Success Factors and risks associated with the Access Management process

Exercises :

  • Access Management 1


Functions
  • The roles of each function
  • Their objectives
  • Each function’s activities

Exercises :

  • Functions 1
  • Functions 2


Technology And Implementation Considerations
  • The generic requirements for technology to support process capability
  • The evaluation criteria for technology and tools for process implementation
  • The project, risk and staffing practices for process implementation
  • The challenges, Critical Success Factors and risks related to implementing practices and processes
  • How to plan and implement Service Management technologies

Exercises :

  • Technology And Implementation Considerations 1
  • Technology And Implementation Considerations 2


Exam Preparation
  • Mock Exam
  • OSA Exam


Noordin Bin Aboo Talib Khalid

Noordin Bin Aboo Talib Khalid

Noordin Aboo Talib Khalid has over 13 years of working experience in Information Communication Technology (ICT) industry, especially in automotive manufacturing and logistic areas. He specializes in ITIL (Expert), Cobit, Prince2 and ISO20000

He has an analytical, professional skill with strong result oriented work ethic and emphasis on strategic planning and decision-making. He has experienced in large system development work including managing a complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues, anticipates strategic project requirements, migration, development and risks, and is able to communicate effectively with all levels of professionals within the organization.


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Olivia Lee Pei Wern

Olivia Lee Pei Wern

Olivia Lee graduated from University of Warwick, United Kingdom with a BSc. in Industrial Economics.

She is an ITIL V3 Expert and a certified ISO/IEC 20000 Consultant and Auditor.

Olivia has over 16 years of experience in service management and strategy consulting, project management, user training and communication. She has previously worked with KPMG Consulting and Accenture providing governance consulting; and implementing and supporting efficient SAP and/or Oracle ERP systems. Her work experience has taken her to multiple countries within the APJ region, as well as to the UK. She has delivered IT service management engagements across the region, ranging from ITIL assessments, process design, service improvement and roadmap planning. She has also been involved in IT transformation strategy and planning engagements, providing IT strategy consulting and implementation to realize their transformation objectives. She provides thought leadership consulting to enterprise customers with regards to Strategy and Planning, Service Management, Operations Improvement and Organizational Design. She advises customers on “Running IT as a Business", providing industry experience and best practice know-how on process improvement and organizational alignment.

In many previous engagements, Olivia has successfully addressed a customer's needs and developed a workable solution based on best practices, proven methodologies and frameworks. Her strengths are in understanding a customer's needs, expected future state and working closely with the customer to define, develop and deliver value to the organization; and building a trusted relationship with the customer. By leveraging her experience and expertise in IT strategy planning, process consulting, value engineering and realization engagements, she has delivered and led multiple successful projects and achieved consistently high customer satisfaction results.

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Aaron Ho Khong

Aaron Ho Khong

Aaron Ho is certified in ITIL V3 Intermediate, Prince2 Practitioner and Project Management Professional PMP). He has over 14 years of working experience in the information and communication technology industry specializing in Telecom Value Added Services Management, Contact Center Management and IT Service Management.He has good analytical and business acumen skills which helps him to better understand business needs and identify opportunities. He is result oriented with good work ethics and is able to translates business goals into project/program requirements and engages the stakeholders to obtain expertizes, resources and support.His emphasis is on strategic planning, decision-making, negotiating, balancing competing business issues, anticipating strategic project requirements, migration, development and risks. He communicates effectively with all levels of professionals within the organization. Read More

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