Computer Technology
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
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Learn the service operation principals
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Learn the operational activities of processes covered in lifecycle phases
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Organize for service operation
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Understand the technology and implementation process
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Perform operational support and analysis such as technical management, IT operations management, application management and service desk
Course Outline
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Service management
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Service lifecycle
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Event management process
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Scope of the process
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Policies, principles and basic concepts
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Service desk role and objectives
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Incident management
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Policies, principles and basic concepts
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Problem management process
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Request fulfilment process
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Access management
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Functions
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Technology and implementation
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Challenges, critical success factors and risk
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Plan and implement service management technology