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Course data sheet

ITIL® Operational Support and


Analysis
HF428S
This course focus the spotlight on the Service Operation
HPE course number HF428S
principles and the Event Management, Incident Management,
Course length 5 Days
Problem Management, Access Management and Request
Delivery mode ILT , VILT
Fulfillment processes. In support of the main processes,
View schedule, local
pricing, and register
View now the course details how other processes interact with and
View related courses View now enable their effectiveness. Organizing for Service Operation,
roles, responsibilities, technology and their considerations
are included. The course prepares attendees for the ITIL
Why HPE Education Services? Intermediate Qualification: Operational Support and Analysis
•• IDC MarketScape leader 5 years running
for IT education and training*
(OSA) Certificate, module that leads to the ITIL Expert
•• Recognized by IDC for leading with
Certificate.
global coverage, unmatched technical
expertise, and targeted education Audience
consulting services* • IT Professionals, Business managers, • Individuals who have attained the ITIL
•• Key partnerships with industry leaders
Business process owners Foundation Certificate in IT Service
OpenStack®, VMware®, Linux®, Microsoft®, • Individuals who require a deep Management and wish to advance to higher
ITIL, PMI, CSA, and SUSE level ITIL certifications
understanding of the ITIL Certificate in the
•• Complete continuum of training delivery Operational Support and Analysis processes
options—self-paced eLearning, custom
• Individuals seeking the ITIL Expert
education consulting, traditional
and how it may be used to enhance the Certificate in IT Service Management for
classroom, video on-demand instruction, quality of IT service support within an which this qualification can be one of the
live virtual instructor-led with hands-on organization prerequisite modules
lab, dedicated onsite training
• IT professionals who are working within an • Individuals seeking progress toward the ITIL
•• Simplified purchase option with
organization that has adopted and adapted Master Certificate in IT Service Management
HPE Training Credits
ITIL and who need to be informed about, and for which the ITIL Expert is a prerequisite.
thereafter contribute to, an ongoing service
improvement program Prerequisites
• Operational staff involved in event
• Hold the ITIL Foundation Certificate in IT
management process, incident management
Service Management (or other appropriate
process, request fulfillment process, problem
management process, access management earlier ITIL and bridge qualifications).
process, service desk, technical management, • 2 to 4 years’ professional experience
IT operations management and application working in IT service management is highly
management, and who wish to enhance their desirable.
*Realize Technology Value with Training, IDC role-based capabilities
Infographic 2037, Sponsored by HPE, October 2017
• Complete at least 30 contact hours (hours • How to use the OSA processes, activities
of instruction, excluding breaks, and not and functions to achieve operational excel-
including summary review time, with an lence
Accredited Training Organization (ATO) or • How to measure OSA
an accredited e-learning solution), as part of
a formal, approved training course/scheme. • The importance of IT security and its contri-
butions to OSA
• Complete at a minimum 12 hours of personal
study by reviewing the syllabus and the • Understanding the technology and imple-
pertinent areas within the ITIL Service mentation considerations surrounding OSA
Operation core guidance in preparation for • The challenges, critical success factors
the examination. (CSFs) and risks associated with OSA
• Before attending training for the certification • Specific emphasis on the service operation
it is also strongly recommended that lifecycle processes and roles included in
candidates read the ITIL Service Lifecycle Event management, Incident management,
core publications and, in particular, the ITIL Request fulfillment, Problem management,
Service Operation publication Access management.
• Operational activities of processes covered
in other lifecycle stages such as: Change
Course objectives management, Service asset and configuration
Candidates can expect to gain competencies in management, Release and deployment man-
the following areas upon successful completion agement, Capacity management, Availability
of the education and examination components management, Knowledge management,
related to this certification: Financial management for IT services, IT
service continuity management.
• The value to the business of OSA activities
• Organizing for service operation which
• How OSA activities support the service describes roles and functions to be performed
lifecycle within the service operation and support
• Optimizing service operation performance such as service desk, technical management,
IT operations management and application
• How the processes in OSA interact with other management
service lifecycle processes
Course data sheet Page 3

Detailed course outline


Module 1 : Introduction to operational •• The value to the business of OSA activities. •• Optimizing service operation performance.
support and analysis
•• The lifecycle within the OSA context.

Module 2 : Event management •• ­The event management process inclusive of its design •• ­Efficient event management and provision of examples
strategy, components, activities and operation including its showing how it is used to ensure service quality within
organizational structure, as well as any interfaces with other OSA.
processes.
•• ­The benefits and business value that can be gained
from event management.

Module 3 : Incident management •• ­The incident management process inclusive of its •• ­The benefits and business value that can be gained
components, activities and operation including its from incident management.
organizational structure, as well as any interfaces with other
processes.
•• ­The measurement model and the metrics that would be used
to support incident management within OSA practices.

Module 4 : Request fulfillment •• ­The request fulfillment process inclusive of its components, •• ­The benefits and business value that can be gained
activities and operation including its organizational structure, from request fulfillment as related to OSA.
as well as any interfaces with other processes. ­
•• The measurement model and the metrics that would be used
to support incident management within OSA practices.

Module 5 : Problem management •• ­The end-to-end process flow for problem management •• ­A measurement model and the metrics that would
inclusive of problem analysis techniques, error detection, be used to support problem management within OSA
components, activities and operation including its practices.
organizational structure, as well as any interfaces with other
processes. •• ­The benefits and business value that can be gained
from problem management.

Module 6 : Access management •• ­The end-to-end process flow for access management process •• ­A measurement model and the metrics that would
inclusive of components, activities and operation including its be used to support access management within OSA
organizational structure, as well as any interfaces with other practices.
processes.
•• ­The benefits and business value that can be gained
from access management as related to OSA.

Module 7 : The service desk •• ­The complete end-to-end process flow for the service desk •• ­A measurement model and the metrics that would be
function inclusive of design strategy, components, activities used to support the service desk function within OSA
and operation, as well as any interfaces with other processes practices.
or lifecycle phases.
•• ­The service desk validation components and activities (e.g.
service desk role, organizational structures, challenges, issues
safeguards, etc.) and how these test components are used to
ensure service quality within OSA.

Module 8 : Functions and Roles •• ­The end-to-end process flow for OSA functions (i.e. technical •• ­The roles within each OSA process and generic roles.
management, IT operations management, and applications
management) inclusive of design strategy, objectives, •• ­The benefits and business value that can be gained
components, activities, roles and operation including its from functions as related to OSA
organizational structure, as well as any interfaces with other
processes.

Module 9 : Technology and implementation •• ­Technology requirements for service management tools •• ­What best practices should be used in order to alleviate
considerations and where/how they would be used within OSA for process challenges and risks when implementing service
implementation management technologies
Course data sheet Page 4

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c04576480, November 2017 , HF428S B.03