ITIL® 2011 Edition OSA: Technology and Implementation Considerations

Overview/Description
Implementing processes and technologies in any organization requires significant planning, analysis and management. Implementing Service Management process capabilities is no different. The method of implementation must be planned, requirements must be identified, and technologies must be carefully evaluated before proceeding with the implementation. Expected challenges and potential risks must also be identified and mitigated wherever possible. This course covers the technology considerations when implementing Service Management process capabilities, including the generic tool requirements and how to properly evaluate tools for consideration. This course also covers implementation considerations, including best practices in Project, Risk and Staff Management, as well as challenges, risks, and critical success factors to address during implementation. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of the Cabinet Office.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

Prerequisites
ITIL Foundation Certificate in IT Service Management

Expected Duration (hours)
2.5

Lesson Objectives

ITIL® 2011 Edition OSA: Technology and Implementation Considerations

recognize the need for an integrated set of Service Management technology for Service Management

match the generic requirements of an integrated set of Service Management technology for Service Operation, with their descriptions

identify the general consideration when evaluating Service Management tools

recognize the stages of the MoSCoW analysis

identify specific considerations when evaluating Service Management tools

analyze the ITSM tool needs of an organization, for a given scenario

classify considerations when implementing Service Operation

identify the factors affecting the implementation of Service Management technologies

recognize the challenges within Service Operation when implementing ITSM

match the critical success factors that mitigate the challenges when implementing ITSM to their descriptions

identify the risks faced if the challenges within Service Operation are not met

analyze Service Operation implementation, for a given scenario

analyze the critical success factors to meet the challenges and risks involved in implementing Service Operation, for a given scenario