Skip to content
Search upcoming classes
Course Name
Location
Date
Price
Register

ITIL Service Capability: Operational Support and Analysis

Gain practical experience planning and executing processes within ITIL® operational support and analysis.

This ITIL training course immerses you in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course uses an engaging case study-based approach to learning the core disciplines of ITIL best practices, and it positions you to successfully complete the associated exam. The exam will be offered on the last day of the course.

Available formats for this course
In-Person
Live Online
Corporate
Corporate Online
Duration
5 days/40 hours of instruction
Education Credits
30 PDUs
30 PDUs
Pricing

Starting at: $3295

GSA Price: $2775

Group Rate: $3095

Part 1: Introduction and Service Management as a Practice

  1. Good Practice in IT Service Management
  2. Service Management and Services
  3. Functions
  4. The Purpose of the Service Lifecycle
  5. Operational Support and Analysis
  6. Interfaces to Other Service Management Lifecycle Stages
  7. Generic Roles in Service Management

Part 2: Event Management

  1. Purposes, Goals, and Objectives
  2. Event Management Scope
  3. Value to the Business
  4. Policies, Principles, and Basic Concepts
  5. Process Activities, Methods, and Techniques
  6. Event Management Triggers
  7. Inputs, Outputs, and Inter-Process Interfaces
  8. Information Management
  9. Metrics and Measurement
  10. Challenges, Critical Success Factors, and Risks
  11. Designing for Event Management
  12. Event Management Roles

Part 3: Incident Management

  1. Purposes, Goals, and Objectives
  2. Incident Management Scope
  3. Value to the Business
  4. Policies, Principles, and Basic Concepts
  5. Process Activities, Methods, and Techniques
  6. Triggers, Inputs, and Outputs
  7. Interfaces with Other Processes
  8. Information Management
  9. Incident Management Metrics
  10. The Contribution of CSI to Incident Management Metrics
  11. Challenges
  12. Critical Success Factors and Risks
  13. Incident Management Roles

Part 4: Problem Management

  1. Purposes, Goals, and Objectives of Problem Management
  2. Problem Management Scope
  3. Value to the Business
  4. Policies, Principles, and Basic Concepts
  5. Process Activities, Methods, and Techniques
  6. Problem Management Process
  7. Triggers, Inputs, Outputs, and Inter-Process Interfaces
  8. Information Management
  9. Measurement and Metrics in Problem Management
  10. Challenges, Critical Success Factors, and Risks
  11. Problem Management Roles

Part 5: Access Management

  1. Purposes, Goals, and Objectives of Access Management
  2. Access Management Scope
  3. Value to the Business
  4. Policies, Principles, and Basic Concepts
  5. Process Activities, Methods, and Techniques
  6. Triggers, Inputs, Outputs, and Inter-Process Interfaces
  7. Information Management
  8. Access Management Metrics
  9. Challenges, Critical Success Factors, and Risks
  10. Access Management Roles

Part 6: Request Fulfillment

  1. Purposes, Goals, and Objectives
  2. Request Fulfillment Scope
  3. Value to the Business
  4. Policies, Principles, and Basic Concepts
  5. Process Activities, Methods, and Techniques
  6. Triggers, Inputs, Outputs, and Inter-Process Interfaces
  7. Information Management
  8. Request Fulfillment Metrics
  9. Challenges, Critical Success Factors, and Risks
  10. Request Fulfillment Roles

Part 7: Functions

  1. Functions in Service Operations
  2. Technical Management
  3. IT Operations Management
  4. Application Management

Part 8:  Service Desk

  1. Roles of the Service Desk
  2. Service Desk Objective
  3. Service Desk Organizational Structures and Considerations
  4. Staffing the Service Desk
  5. Service Desk Metrics
  6. Outsourcing the Service Desk

Part 9: Technology Considerations

  1. Generic Requirements for ITSM Technology
  2. Evaluating Service Management Technology
  3. Benefits of Project Management in Service Operations
  4. Assessing and Managing Risk in Service Operation
  5. Supportability of Services
  6. Challenges, Risks, and Critical Success Factors
  7. Planning and Implementing Service Management Technologies

Part 10: Exam Preparation/Mock Exam

Part 11: Exam

 

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

  • Importance of Service Management as a practice concept and Operational Support and Analysis principals, purpose, and objective
  • The importance of ITIL Operational Support and Analysis while providing service
  • How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle Processes
  • Processes, activities, methods, and functions used in each of the ITIL Operational Support and Analysis processes
  • How to use the ITIL Operational Support and Analysis processes, activities, and functions to achieve operational excellence
  • How to measure ITIL Operational Support and Analysis
  • Importance of IT Security and its contributions to ITIL Operational Support and Analysis
  • Technology and implementation considerations surrounding ITIL Operational Support and Analysis challenges, critical success factors, and risks associated with ITIL Operational Support and Analysis

In order to receive a refund for prepayment, you must cancel or reschedule your registration 16 or more calendar days before the start date of your scheduled class. Failure to provide the required notification will result in full charge of the course. If a student does not attend a scheduled course without the required prior notification, the funds will be forfeited and rescheduling will not be allowed. Within the required notification period, only student substitutions will be permitted.
Rescheduling is permitted at any time with 16 or more calendar days' notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

ITIL Service Capability: Operational Support and Analysis Schedule

Location
Date
Price
Register
CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VOqOvQAL', 'startDate' => '2021-03-08', 'startTime' => '8:30 am', 'endDate' => '2021-03-12', 'endTime' => '5:30 pm', 'name' => 'GK25003VCL', 'standardCourseFee' => 3295.0, 'courseId' => 'GKITILOSA', 'course' => 'a00370000029ulKAAQ', 'courseSfId' => 'a00370000029ulKAAQ', 'courseName' => 'ITIL Service Capability: Operational Support and Analysis', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCUQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '30', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), 'fullFacilityAddress' => 'Live Instructor-Led Online Training
Please call Cprime for location details
at 1-877-800-5221
,', ))
Live, Online Training
Mar 8th - 12th 8:30 am - 5:30 pm ET
$3295
CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000VP54wQAD', 'startDate' => '2021-06-07', 'startTime' => '8:30 am', 'endDate' => '2021-06-11', 'endTime' => '5:30 pm', 'name' => 'GK25004VCL', 'standardCourseFee' => 3295.0, 'courseId' => 'GKITILOSA', 'course' => 'a00370000029ulKAAQ', 'courseSfId' => 'a00370000029ulKAAQ', 'courseName' => 'ITIL Service Capability: Operational Support and Analysis', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCUQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '30', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), 'fullFacilityAddress' => 'Live Instructor-Led Online Training
Please call Cprime for location details
at 1-877-800-5221
,', ))
Live, Online Training
Jun 7th - 11th 8:30 am - 5:30 pm ET
$3295
CPSFDC\Entity\Session::__set_state(array( 'sfId' => 'a011G00000YBVxoQAH', 'startDate' => '2021-07-26', 'startTime' => '8:30 am', 'endDate' => '2021-07-30', 'endTime' => '5:30 pm', 'name' => 'GK25005VCL', 'standardCourseFee' => 3295.0, 'courseId' => 'GKITILOSA', 'course' => 'a00370000029ulKAAQ', 'courseSfId' => 'a00370000029ulKAAQ', 'courseName' => 'ITIL Service Capability: Operational Support and Analysis', 'instructorId' => '96725', 'instructorSfId' => 'a0237000001Y4RFAA0', 'instructorDisplayName' => 'GK', 'instructorName' => 'GK', 'locationCode' => 'VCL', 'sessionStatus' => 'O', 'city' => 'Live Online Training', 'state' => NULL, 'cityState' => 'Live, Online Training', 'locationSfId' => 'a0637000000tn2hAAA', 'subjectSfId' => 'a051G00000Jso1iQAB', 'subjectName' => 'Cloud & IT Services', 'specialitySfId' => 'a051G00000Jso27QAB', 'specialityName' => 'ITIL', 'expertiseSfId' => 'a051G00000JsoCUQAZ', 'expertiseName' => NULL, 'certificationSfId' => NULL, 'certificationBody' => NULL, 'certificationName' => NULL, 'pdus' => '30', 'deliveryModalities' => array ( 0 => 'In-Person', 1 => 'Live Online', ), 'fullFacilityAddress' => 'Live Instructor-Led Online Training
Please call Cprime for location details
at 1-877-800-5221
,', ))
Live, Online Training
Jul 26th - 30th 8:30 am - 5:30 pm ET
$3295

Learn more about corporate team training