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Operational Support & Analysis

Operational Support & Analysis

Duration (Days)

5

Overview

This course is designed to help participant to obtain knowledge and hand-on experience in operational support and analysis. Participants will learn how to practice and service operation principles and common service activities related to operational support and analysis.

Objectives
  • Learn the service operation principals

  • Learn the operational activities of processes covered in lifecycle phases

  • Organize for service operation

  • Understand the technology and implementation process

  • Perform operational support and analysis such as technical management, IT operations management, application management and service desk

Course Outline
  • Service management

  • Service lifecycle

  • Event management process

  • Scope of the process

  • Policies, principles and basic concepts

  • Service desk role and objectives

  • Incident management

  • Policies, principles and basic concepts

  • Problem management process

  • Request fulfilment process

  • Access management

  • Functions

  • Technology and implementation

  • Challenges, critical success factors and risk

  • Plan and implement service management technology