Event Details

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2013 TRAININGS |BEST ITIL INTERMEDIATE OSA TRAINING |ITIL INTERMEDIATE OSA ONLINE COURSE |ITIL INTERMEDIATE OSA TRAININGS ONLINE |ITIL INTERMEDIATE OSA TRAINING IN HYDERABAD | INDIA | UK | USA | CANADA ASTRALIA |ITIL INTERMEDIATE OSA ONLINE TRAINING

course contents:

Ecorp Trainings, one of the best institute providing quality level of training in E-learning & Corporate Services.

We offer instructor led online training. Classroom trainings are conducted in Hyderabad , India.

We provide training for almost all IT technologies,i.e : Documentum, SAP , ORACLE , JAVA , DOTNET , STORAGE products ,HYPERION etc.

for more details please visit-

http://www.ecorptrainings.com/itil-intermediate-osa-online-training-in-hyderabad-india.php

Course Contents 

Introduction and Overview

Service management as a practice

The service value proposition

Optimizing operational service performance

The role of OSA processes in the lifecycle

How OSA supports the service lifecycle

Core Service Operation Processes

Event management

The purpose, goal and objectives of event management

Triggers, inputs, outputs and the process interfaces

Using critical success factors to check effectiveness

Employing active and passive monitoring tools

Incident management

Managing the incident lifecycle

Identifying process activities, methods and techniques and how they relate to the service lifecycle

Interaction with design services

Incident management involvement

Request fulfillment

Scope of the processes

The policies, principles and the request model concept

Dealing with service requests from users

How KPIs can verify effectiveness and efficiency of the request fulfillment process

Problem management

The objectives of the problem management process

Managing the lifecycle of problems

Value to the business and the service lifecycle

Identifying triggers, input and output to other processes

Analyzing critical success factors to check efficiency

Access management

Policies, principles and basic concepts

Managing authorized user access

Distinguishing access management and information management

Executing security and availability management policies

Challenges and critical success factors

Verifying effectiveness and efficiency

Service Desk

Establishing the service desk objectives

Organizational structures and staffing options

Providing a single point of contact

Measuring effectiveness and efficiency

Impact of service desk on customer perception

Reasons and options for outsourcing the service desk

Service Operation Functions

Functions of technical management, IT operations management and application management

How the functions contribute to OSA

Identifying the roles of each function

Distinguishing the objectives of each function

Analyzing the function's activities

Technology Considerations

Generic technology requirements

Evaluation criteria for technology and tooling for process implementation

Planning and implementing service management technologies

Assessing and managing the project, risk and staffing for process implementation

Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

Managing change in service operation

Examining implementation aspects of service operation and project management

Assessing and managing risk in service operation

Operational staff considerations in service design and transition

How to plan and implement service management technologies

Contact

ECORP TRAININGS.

Training Coordinator.

UK :+44-203-468-0685

USA : +1-703-445-4802

INDIA: +91-8143111555 ; +91-40-64643304 / 06

URL : www.ecorptrainings.com

Email : training@ecorptrainings.com



www.ecorptrainings.com/itil-intermediate-osa-online-training-in-hyderabad-india.php

Schedule

January 21, 2014 — 9:00 am to
May 21, 2018 — 6:00 pm

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Venue

ECORP TRAININGS