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                              • ITIL Intermediate Operational Support & Analysis (5 Day)

                              ITIL® Intermediate; Operational Support & Analysis


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                              Quick Overview

                              This course is aimed at individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will benefit delegates who require a deep understanding of Operational Support and Analysis processes and how they may be used to enhance the quality of IT service support.


                              The ITIL Intermediate Certificate in Operational Support and Analysis forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of the operational support processes and roles across the Service Lifecycle.

                              Individuals who may find this course of interest include IT professionals that are working within an organisation that has adopted and adapted ITIL and who need to be informed about and contribute to a service improvement programme, as well as operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management, and who wish to enhance their role-based capabilities.

                              What Are The Course Objectives?

                              The key objectives of this course are to enable participants to:

                              • Understand the importance of Service Management as a Practice
                              • Recognise the importance of Operational Support and Analysis while providing service
                              • Appreciate how all processes in Operational Support and Analysis interact with other Service Lifecycle Processes
                              • Identify the processes, activities, methods and functions used in each of the Operational Support and Analysis processes
                              • Identify the Service Operations and Operational Support roles and responsibilities
                              • Explain how to measure Operational Support and Analysis
                              • Understand the technology and implementation considerations surrounding Operational Support and Analysis and the associated Challenges and Risks

                              Course Content:

                              1. Operational Support and Analysis

                              • - Service Management as a Practice
                              • - What is Service?
                              • - Service Management and Business Value
                              • - Processes in the Service Lifecycle
                              • - Service Operation Fundamentals

                              2. Event Management

                              • - Goal, Objectives and Scope
                              • - Key Concepts and Activities
                              • - Event and Information Management
                              • - Key Metrics

                              3. Incident Management

                              • - Goal, Objectives and Scope
                              • - Key Concepts and Activities
                              • - Incident Management and Information Management
                              • - Key Metrics

                              4. Request Fulfilment

                              • - Goal, Objectives and Scope
                              • - Key Concepts and Activities
                              • - Request Fulfilment and Information Management
                              • - Key Metrics

                              5. Problem Management

                              • - Goal, Objectives and Scope
                              • - Key Concepts and Activities
                              • - Problem and Information Management
                              • - Key Metrics

                              6. Access Management

                              • - Goal, Objectives and Scope
                              • - Key Concepts and Activities
                              • - Access Management and Information Management
                              • - Key Metrics

                              7. Service Desk

                              • - Role and objectives
                              • - Service Desk Structures and Staffing Options
                              • - Outsourcing Considerations
                              • - Key Metrics

                              8. Technical Management

                              • - Role, Objectives and Activities
                              • - Organisation Structures
                              • - Metrics and Documentation

                              9. IT Operations Management

                              • - Role, Objectives and Activities
                              • - Organisation Structures
                              • - Metrics and Documentation

                              10. Application Management

                              • - Role, Objectives, Principles and Activities
                              • - Lifecycle and Organisation
                              • - Roles and Responsibilities
                              • - Metrics and Documentation

                              11. Service Operation Roles, Responsibilities and Organisation Structures

                              12. Technology and Implementation Considerations

                              13. Challenges, CSFs and Risks

                              What examinations are taken on the course?

                              ITIL® Intermediate Operational Support & Analysis Exam: 90 Mins, closed book, Eight complex multiple-choice questions choice questions

                              Additional Information

                              Course Type Intermediate
                     Master PRINCE2PST3.0/Flexi

                              SPOCE delivers accredited training courses across the country. The following is a list of SPOCE's training venues. Residential accommodation (A) can be arranged at our Bournemouth venue. Refreshments (R) are provided at all venues. Lunch (L) is also provided at all venues except London.

                              ONLIVE Virtual - ONLive Virtual Classroom, Instructor-led Training, accessible from anywhere in the world with internet connectivity.

                              Birmingham (L,R) - Hallmark Hotel - Strathallan, 225 Hagley Road, Edgbaston, Birmingham, West Midlands, B16 9RY

                              Bournemouth - West Cliff (A,L,R) - Hallmark Hotel - West Cliff, Durley Chine Road, Bournemouth, Dorset, BH2 5JS

                              Bournemouth - East Cliff (A,L,R) - Hallmark Hotel Bournemouth East Cliff, East Overcliff Drive, Bournemouth BH1 3AN

                              Bournemouth - Best Western Royale (A,L,R) - The Best Western Hotel Royale, 16 Gervis Road, Bournemouth, BH1 3EQ

                              Bournemouth - The Cumberland(A,L,R) - The Cumberland, East Overcliff Drive, Bournemouth, BH1 3AF

                              Bournemouth - The Suncliff (A,L,R) - The Suncliff Hotel, East Overcliff Drive, Bournemouth, BH1 3AG

                              Bournemouth - The Trouville Hotel (A,L,R) - The Trouville Hotel, 5-7 Priory Road, Bournemouth, Dorset, BH2 5DH

                              Brighton (L,R) - Holiday Inn Brighton Seafront, 137 King’s Road, Brighton, B1 2JF

                              Bristol (L,R) - Arnos Manor Hotel, 470 Bath Road, Avon, Bristol, BS4 3HQ

                              Cardiff (L,R) - Jurys Inn Cardiff, Park Place, Cardiff, CF10 3DN

                              Cambridge (L,R) - Hallmark Hotel Cambridge, Bar Hill, Cambridge CB23 8EU

                              Canterbury (L,R) - Best Western Abbots Barton Hotel, 36 New Dover Road, Canterbury, Kent, CT1 3DU

                              Coventry (L,R) - The Welcome Centre, 47 Parkside, Coventry CV1 2HG

                              Exeter (L,R) - Gipsy Hill Hotel, Gipsy Hill Lane, Exeter EX1 3RN

                              Fleet (L,R) - GBS Corporate, Ancells Business Park, Oakmere, Barley Way, Fleet, Hampshire GU51 2UT

                              Leeds (L,R) - Mercure Leeds, Otley Road, Leeds LS16 8AG

                              Leicester (L,R) - Devonshire Place, 78 London Rd, Leicester LE2 0RA

                              Liverpool (L,R) - Jurys Inn, 31 Keel Wharf, Liverpool, L3 4FN

                              London (R) - SPOCE, 2nd Floor, New London House, 6 London Street, London, EC3R 7LP

                              London (R) - ITIL - SPOCE, 9 Devonshire Square, London EC2M 4YF

                              Manchester (L,R) - Trafford Hall Hotel, 23 Talbot Rd, Stretford, Manchester M16 0PE

                              Milton Keynes (L,R) - Hotel Novotel Milton Keynes, Saxon St, Heelands, Milton Keynes MK13 7RA

                              Newcastle (L,R) - Ramada Encore Newcastle-Gateshead, Hawks Road, Gateshead Quays, Newcastle Upon Tyne, NE8 3AD

                              Nottingham (L,R) - Eastwood Hall, Mansfield Road, Eastwood, Nottingham, NG16 3SS

                              Norwich (L,R) - Mercure Norwich Hotel, 121-131 Boundary Road, Norwich, NR3 2BA

                              Oxford (L,R) - Oxford Milton Hill House, Steventon, Abingdon, Oxford, OX13 6AF

                              Portsmouth (L,R) - Best Western Royal Beach Hotel, St Helens Parade, Portsmouth, PO4 0RN

                              Plymouth (L,R) - Future Inn Plymouth, 1 William Prance Road, Plymouth International Business Park, PL6 5ZD

                              Reading (L,R) - Best Western Reading Calcot Hotel, Bath Rd, Calcot, Reading RG31 7QN

                              Sheffield (L,R) - Sheffield Metropolitan Hotel, Blonk Street, Sheffield, S1 2AU

                              Southampton (L,R) - Lancaster Court, Barnes Wallis Road, Fareham, Hampshire. PO15 5TU

                              Southampton (L,R) - The Learning Centre, 14 Annealing Close, Eastleigh, Hants, SO50 9PX

                              Stoke-on-Trent (L,R) - Quality Hotel Stoke, 66 Trinity Street, Hanley, Stoke-On-Trent, ST1 5NB

                              Swansea (L,R) - Mercure Swansea, Phoenix Way, Swansea, West Glamorgan, SA7 9EG

                              York (L,R) - Hotel 53, 53 Piccadilly, York YO1 9PL

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