TOPICS

Course Outline
1. Service Operation Practices
Business Value of Operational Support and Analysis
Scope of Operational Support and Analysis Processes and Functions
How Operational Support and Analysis Activities Support the Service Lifecycle
Optimizing Service Operation Performance
2. Event Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Event Management Process
Challenges and Risks
3. Incident Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Incident Management Process
Challenges and Risks
4. Problem Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Problem Management Process
Challenges and Risks
5. Request Fulfillment Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Request Fulfillment Process
Challenges and Risks
6. Access Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Access Management Process
Challenges and Risks
7. Service Desk Function
Service Desk Role
Objectives
Different Service Desk Organizational Structures
Service Desk Staffing Considerations
Measuring Service Desk Performance
Issues and Safeguards to Consider When Outsourcing the Service Desk
8. Common Operational Support and Analysis Functions
Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions
9. Improving Operational Support and Analysis
Relationship Between Business Goals and Metrics to Measure Operational Performance
Service and Process Measurement Frameworks
Rules and Policies for Creating a Successful Reporting Framework
How Operational Support and Analysis Practices Support Continual Service Improvement
10. Technology and Implementation Considerations
Generic Technology Requirements
Evaluation Criteria for Technology and Tools for Process Implementation
Project, Risk, and Staffing Practices for Process Implementation
Challenges, Risks, and CSFs for Implementing Practices and Processes
Planning and Implementing Service Management Technologies
11. Exam Preparation/Mock Exam.