ITILB. 2011: Operational Support and Analysis - AXELOS and EXIN Accredited Training

In This Course YouWill Learn How To:

•         Service Management as a Practice
•         Service Operation Principles
•         The Processes pertaining to Operational Support and Analysis across theService Lifecycle
•         How all processes in ITIL Operational Support and Analysis interact withother
•         Service Lifecycle 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
•         The importance of IT Security and its contributions to ITIL OperationalSupport and Analysis
•         Understanding the technology and implementation considerationssurrounding ITIL Operational Support and Analysis
•         The challenges, Critical Success Factors and risks associated with ITILOperational Support and Analysis
•         Specific emphasis on the Service Operation Lifecycle processes and rolesincluded in:

o   Event Management which defines any detectable or discernible occurrencethat has significance for the management of the IT Infrastructure or thedelivery of an IT service

o   Incident Management which has the capability to bring services back tonormal operations as soon as possible, according to agreed service levels

o   Request Fulfilment which fulfils a request providing quick and effectiveaccess to standard services which business staff can use to improve theirproductivity or the quality of business services and products

o   Problem Management which prevents problems and resulting Incidents fromhappening, to eliminate recurring Incidents and to minimize the impact ofIncidents that cannot be prevented

o   Access Management which grants authorized users the right to use aservice, while preventing access to non-authorized users

o   Operational activities of processes covered in other Lifecycle stages

o   Organizing for Service Operation which describe functions to beperformed within the Service Operation and Support such as Service Desk,Technical Management, IT Operations

o   Management and Application Management

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.