ITIL Operational Support and Analysis (Capability Stream)

Course:  ITOSA
Duration:  5 Days
Level:  II
Course Summary

This course provides students with in-depth coverage of the Event Management, Incident Management, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management best practices from ITIL.

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Topics Covered In This Course

Event Management

  • Scope, Purpose, Goals, and Objectives of Event Management
  • Process Activities, Methods, and Techniques of Event Management
  • Triggers, Inputs, and Outputs of Event Management
  • Relationship between Event Management and Other Processes
  • Use of Metrics in Event Management
  • Challenges and Critical Success Factors Associated with Event Management
  • How to Design for Event Management

Incident Management

  • Scope, Purpose, Goals, and Objectives of Incident Management
  • Process Activities, Methods, and Techniques of Incident Management
  • Triggers, Inputs, and Outputs of Incident Management
  • Relationship between Incident Management and Other Processes
  • Use of Metrics in Incident Management
  • Challenges and Critical Success Factors Associated with Incident Management

Request Fulfillment

  • Scope, Purpose, Goals, and Objectives of Request Fulfillment
  • Process Activities, Methods, and Techniques of Request Fulfillment
  • Relationship between Request Fulfillment and Other Processes
  • Use of Metrics in Request Fulfillment
  • Challenges and Critical Success Factors Associated with Request Fulfillment

Problem Management

  • Scope, Purpose, Goals, and Activities of Problem Management
  • Process Activities, Methods, and Techniques of Problem Management
  • Relationship between Problem Management and Other Processes
  • Use of Metrics in Problem Management
  • Challenges and Critical Success Factors Associated with Problem Management

Access Management

  • Scope, Purpose, Goals, and Objectives of Access Management
  • Process Activities, Methods, and Techniques of Access Management
  • Relationship between Access Management and Other Processes
  • Use of Metrics in Access Management
  • Challenges and Critical Success Factors Associated with Access Management

The Service Desk

  • The Service Desk Role and its Objectives
  • Different Service Desk Organizational Structures
  • Service Desk Staffing Options
  • Service Desk Metrics
  • Issues and Safeguards for Outsourcing the Service Desk

Technical Management

  • The Objectives
  • The Activities

Operations Management

  • The Objectives
  • The Activities

Applications Management

  • The Objectives
  • The Activities
  • Technology and Implementation Considerations
What You Can Expect

At the end of this course, students will be able to:

  • Understand Event Management
  • Understand Incident Management
  • Understand Request Fulfillment
  • Understand Access Management
  • Understand Problem Management
  • Understand Service Desk
  • Understand Technical Management
  • Understand IT Operations Management
  • Understand Application Management
Who Should Take This Course

This course is designed for those involved in or requiring knowledge of event management, incident management, request fulfillment, access management, problem management, service desk, technical management, IT operations management, and application management areas of ITIL.

Recommended Prerequisites

ITIL Foundation course.

Training Style

Instructor led with 50% lecture and 50% lab.

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Related Courses
Code Course Title Duration Level
ITILF
ITIL Foundation
3 Days
I
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ITILO
ITIL Overview
1 Day
I
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ITPPO
ITIL Planning, Protection, and Optimization (Capability Stream)
5 Days
II
Details

Every student attending a Verhoef Training class will receive a certificate good for $100 toward their next public class taken within a year.

You can also buy "Verhoef Vouchers" to get a discounted rate for a single student in any of our public or web-based classes. Contact your account manager or our sales office for details.

Schedule For This Course
There are currently no public sessions scheduled for this course. We can schedule a private class for your organization just a couple of weeks from now. Or we can let you know the next time we do schedule a public session.
Notify me the next time this course is confirmed!
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