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ICOSA: ITIL® Intermediate Module - Operational Support and Analysis

Location

Format What’s this?
Starting From
RM 6900.00
  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
  1. 5 Days
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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


Kaustuv De

Kaustuv De

Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
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Raja Segaran AL Amasi

Raja Segaran AL Amasi

Raja Segaran Amasi has over 10 years of working experience in ICT operations with large telecommunication and outsourcing companies. During this period, he was involved in multiple projects in process improvement to achieve organizational efficiency.He was actively involved in the setup of an IT service desk and service management best practices process (incident, problem and change management) implementation within the IT support structure. His specialization is in data centre operations and service operations. During his professional career with a large outsourcing company, he was actively involved in ISO20000 certification and in the initial stage of design ITIL based service management process owners for at least 3 processes.Raja Segaran's strengths are his seniority, combining experience and helicopter-view, sense of humour and enthusiasm. He strongly believes that IT is about achieving results together and being a team player. His impressive list of clients included DH: ITSC, Shell IT International, Dell Asia Pacific, HP India, Microsoft Thailand, Microsoft Korea, EMC Australia, Wipro India, Infosys India, Siemens India, Prudential Asia Pacific, Intel Penang, AMD Penang, CSA Penang, Fairchild Semiconductor Penang and MISC. Read More

Kui Tze Lin

Kui Tze Lin

Experienced consulting in the IT industry focusing on supporting the operations of supply chain planning and optimizing solutions. Started career in IT as a technical/application support consultant. In less than 2 years, he was promoted as the Team Lead to set up and run 24/7 support operations before taking up the role as an Account Manager in 2017.As a grew up in a family of educators are potential life changers and able to facilitate someone to be successful in life. Since his high school and college days, he enjoyed imparting his knowledge to his peers who needed help by organizing group study sessions. Once he finished his A-level examinations, he was teaching in a primary school for half a year before he started university. After he graduated, he continues to deliver customized 1-on-1 tutoring high school pupils during weekends simply because he loves teaching and helping other. Read More

Sean Low

Sean Low

Sean Low is a Diploma holder in Graphic Design from Saito Academy & Higher Diploma and Master's Degree in Business with Infromation Technology from University of Northumbria, NewCastle. He is Management Consultant for Pink Elephant with the responsibility for delivery (consulting projects), training and development in the Asian region. Service Management Process and Applications Manager with the responsibilities of defining, documenting and implementing IT service management processes and policies across the World Vision International (WVI) global partnership that consists of more than 50 countries. Technical Services Manager with HP (formerly EDS) with the responsibility of managing the Wintel support team with 100-150 staffs supporting over international/multinational customers which includes daily operational responsibility for people, customer and day-to-day project management activities of the team. IT Manager for Malaysia’s premier business weekly The Edge. Responsibilities include managing a team of web designers, programmers and system support staff. Other responsibilities include providing strategic direction to implementation of IT processes within the organisation Read More

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