ITIL: Operational Support and Analysis

The course is designed for IT managers who manage IT support departments (Service Desk) to get an idea of the best practices in the formation and provision of services, and the formation of service desks of any (including digital) forms.
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Open training

3 days
24 hours

Venue: online

Group: recruited

Program: standard

42 000 hrn
36 000* hrn
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* promotional price is valid for a limited time

Corporate training

3 days*
24 hours

Venue: online or in your office

Group: members of your company

Program: takes into account the characteristics of the customer

* the number of days may vary depending on the customer's wishes
By arrangement*.
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* the price is formed depending on the needs of the customer

Closest events

No events available.

Features

Language: Ukrainian, English, Finnish, Arabic, Hebrew

Program: includes practical classes

Certificate: students will receive a certificate of attendance and additional materials in electronic form.

 

Coach Kochukov Andrey

Experience: 25+ years of teaching various management practices and business processes. Conducting audits of companies around the world and setting up their management solutions.

Education: ICI, Brussels, Belgium Faculty of Sociology, full-time. Specialty Sociology Ph.D.

For whom?

The course is designed for IT managers who manage IT support departments (Service Desk) to get an idea of the best practices in the formation and provision of services, and the formation of service desks of any (including digital) forms.

Programm

 

  • Basic principles of service management
  • Services, their parameters and characteristics
  • ITSM processes and functions
  • Life cycle of services
  • Levels of service delivery
  • Process maturity levels and their impact on the IT organization
  • Basic principles of process modeling
  • Practical work on studying the IDEF0 standard
  • Practical work on studying examples of regulations
  • SOA processes and their place in the service life cycle.
  • Goals, objectives and role of SOA processes in the service life cycle
  • Incident management
  • Purpose, goals and objectives of the process, business value and role in the service life cycle
  • Policies, principles, basic concepts
  • Activities, methods and techniques
  • Practical work on studying the process diagram
  • Triggers and interfaces, interaction with other elements of the service management system, participation in information management
  • Practical work on the development of a classification procedure
  • Practical work: Service Desk automation systems
  • Practical work: implementation of monitoring
  • Metrics and performance indicators
  • Challenges, success factors and risks
  • Event management
  • Purpose, goal and objectives of the process, business value and role in the service life cycle
  • Process boundaries
  • Policies, principles, basic concepts
  • Activities, methods and techniques
  • Triggers and interfaces, interaction with other elements of the service management system, participation in information management
  • Practical work on studying the process diagram
  • Metrics and performance indicators
  • Challenges, success factors and risks
  • Procedure for reviewing applications for
  • Purpose, goal and objectives of the process, business value and role in the service life cycle
  • Process boundaries
  • Policies, principles, basic concepts
  • Activities, methods and techniques
  • Triggers and interfaces, interaction with other elements of the service management system, participation in information management
  • Metrics and performance indicators
  • Challenges, success factors and risks
  • Access management
  • Purpose, goal and objectives of the process, business value and role in the service life cycle
  • Process boundaries
  • Policies, principles, basic concepts
  • Activities, methods and techniques
  • Triggers and interfaces, interaction with other elements of the service management system, participation in information management
  • Metrics and performance indicators
  • Challenges, success factors and risks
  • Service Desk
  • General description of the function goal, objectives, structure, basic concepts, activities, roles and relationships
  • Approaches to the organization of Service Desk
  • Practical work: what to record?
  • Methods and techniques
  • Practice: “How to convince the business?”
  • Practice: “How to convince IT staff?” (Optional)
  • Choosing a Service Desk structure
  • Personnel and other assets of the function
  • Case study: Training of personnel for Service Desk
  • Metrics and performance indicators
  • Control requirements when launching a service
  • Comments on software selection
  • Possibility of outsourcing
  • Difficulties, success factors, and risks
  • Practical work: calculation of the achieved service availability based on Service Desk incident statistics
  • Problem management
  • Purpose, goal and objectives of the process, business value and role in the service life cycle
  • Process boundaries
  • Policies, principles, basic concepts
  • Types of activities, methods and techniques
  • Triggers and interfaces, interaction with other elements of the service management system, participation in information management
  • Practical work on studying the process diagram
  • Metrics and performance indicators
  • Challenges, success factors and risks