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> Digital Technologies training > IS Management training > ITIL, ISO, COBIT... training > ITIL® V3 Course Capability OSA training

ITIL® V3 Course Capability OSA Training

Hands-on course

Duration : 5 days

Ref : ITA

Price 2021 : Contact us

Program
Participants / Prerequisite
Intra/Tailored

Program

This training will enable you to acquire skills on the practice of IT Service Management, Principles of the Service Operation Lifecycle, the process "Operational Support & Analysis", processes and roles of the Service Operation Lifecycle. The certification is included in the course.

PROGRAM

Introduction

The importance of the OSA in the service lifecycle.

Event Management

Mission, goals and objectives of this process.
The process activities, methods and techniques of this process.
The triggers, inputs and outputs, and interfaces of this process.

Incident Management

Mission, goals and objectives of this process.
The process activities, methods and techniques of this process.
The triggers, inputs and outputs, and interfaces of this process.

Problem Management

Mission, goals and objectives of this process.
The value to business and to the service lifecycle.
The process activities, methods and techniques of this process.
The triggers, inputs and outputs, and interfaces of this process.

Technology and implementation considerations

List of generic requirements for technology to support process capability.
The challenges, risk and CSFs related to implementing practices and processes.
Plan and implement service management technologies.

Request Fulfilment

Mission, goals and objectives of this process.
The concept of the Request Model.
The process activities, methods and techniques of this process.
The triggers, inputs and outputs, and interfaces of this process.

Access Management

Mission, goals and objectives of this process.
The process activities, methods and techniques of this process.
The triggers, inputs and outputs, and interfaces of this process.

The Service Desk

The service desk role.
Different service desk organizational structures.
Measuring service desk performance.
Issues and safeguards to consider when outsourcing the service desk.

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Participants / Prerequisite

» Participants

Canditates must hold ITIL® V3 Foundation Certificate (or ITIL® V3 Foundation Bridge certificate) and want to progress into the cycle of ITIL ® certification.

» Prerequisite

Candidates must submit BEFORE the start of their training certificate ITIL ® Foundation (V3 Foundation or V2 Foundation plus Bridge).

Intra/Tailored

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Time schedule

Generally, courses take place from 9:00 to 12:30 and from 14:00 to 17:30.

However, on the first day attendees are welcomed from 8:45, and there is a presentation of the session between 9:15 and 9:30.

The course itself begins at 9:30. For the 4- or 5-day hands-on courses, the sessions finish at 15:30 on the last day