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ITIL SO/OSA Training in Bangalore with 100% Passing Warranty

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Ejipura, Bangalore

Course ID: 9371

Ejipura, Bangalore

Students Interested 9 (Seats Left 0)

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About the Course

ITIL Intermediate – Life Cycle – Service Operations (SO),ITIL Intermediate Service Operations (SO),ITIL SO,ITIL Service Operations Training India-Bangalore,ITIL Service Operations Certification @Bangalore,ITIL Service Operation Training & Certification at Bangalore:SkillMetrix:Itil intermediate training in bangalore-itil intermediate capability osa,rcv,ppo,soa training in bangalore-itil intemediate life cycle so,sd,ss,st,csi training certification exam at Bangalore. SkillMetrix is a one stop training solutions to fulfill all your expectations and requirements from all available quality frameworks, practices and standards like ITIL, PRINCE2,Cloud Computing, CobiT, ISO 20000, Six Sigma, PMP, ISO 27001,TOGAF etc.

SkillMetrix deliver in-house, open-house and customized trainings across various domains. We would also like to keep you updated about our training domains like –IT Service Management, Project Management, Information Security Management and Quality Management, Business Management.

SkillMetrix partners with accreditation bodies like PMI®, EXIN®, APMG and TUV.

Why SkillMetrix:
1.Best in class instructors – All certified ITIL expert.
2.100% Passing Warranty
3.World class course material with inputs from Subject Matter Expert who scored 100% at ITIL Manager’s Bridge to achieve ITIL Expert Certification.
4.Great support Team.
5.Support from expert professionals even after training.
6.You can avail lucrative discounts.

Training Details:
•Location of Training: Bangalore
•Duration of Training:2 Days

Topics Covered

? The main purpose and objective of service operation
? The scope of service operation
? The context of service operation and the service lifecycle
? The value to the business
? Service operation fundamentals
Service Operation Principles
? Achieving balance in service operation
? Providing good service
? Involvement in other lifecycle stages
? Operational health
? Communication
? Documentation
? Service operation inputs and outputs
Service Operation Process
? For each of the processes the following subsections of the books will
be included or excluded:
? Included:
o Purpose and objectives
o Scope
o Value to Business
o Policies, principles and basic concepts
o Process activities, methods and techniques
o Triggers, inputs, outputs and interfaces
o Critical success factors and key performance indicators
o Challenges and risks
? Excluded:
o Process activities, methods and techniques
o Process information management
Common Service Operation Activities
? Monitoring and control
? IT operations
? Server and mainframe management and support
? Network management
? Storage and archive
? Database administration
? Directory services management
? Desktop and mobile device support
? Middleware management
? Internet/web management
? Facilities and data centre management
? Operational activities of processes covered in other lifecycle stages
? Improvement of operational activities
Organizing for Service Operation
? Functions
o Service desk function
o Technical management function
o IT operations management function
o Application management function
? Roles
? Service operation organizational structures
Technology Considerations
? Technology, tools and telephony requirements for the service
operation processes and functions, including:
o Generic requirements
o Event management
o Incident management
o Request fulfillment
o Problem management
o Access management
o Service desk
Implementation of Service Operation
? Managing change in service operation
? Service operation and project management
? Assessing and managing risk in service operation
? Operational staff in design and transition
? Planning and implementing service management technologies
Challenges, Critical Success Factor & Risks
? Challenges
? Critical success factor
? Risk

Who should attend

The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate
includes, but is not restricted to:

• IT professionals
• Business managers
• Business process owners
• Individuals who require a deep understanding of the ITIL Certificate in the Operational Support
and Analysis processes and how it may be used to enhance the quality of IT service support
within an organization
• IT professionals who are working within an organization which has adopted and adapted ITIL
and who need to be informed about, and thereafter contribute to, an ongoing service
improvement programme
• Operational staff involved in event management process, incident management process,
request fulfilment process, problem management process, access management process,
service desk, technical management, IT operations management and application management,
and who wish to enhance their role-based capabilities
• Individuals who have attained the ITIL Foundation Certificate in IT Service Management and
wish to advance to higher level ITIL certifications
• Individuals seeking the ITIL Expert Certificate in IT Service Management for which this
qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for
which the ITIL Expert is a prerequisite.


ITIL V3 Foundation Certificate

What you need to bring

During the training we will provide you with:
Hard Copy
Student Handbook (Slide and note)
Key concept guide (Prepared as per exam focusing on exam as per syllabus)

Key Takeaways

ITIL Intermediate SO Training & Certification

Date and Time

Not decided yet.

About the Trainer

4.43 Avg Rating

7 Reviews

24 Students

32 Courses

Shailesh Wanjara

MBA from Pune University

Service Line:
• IT Service Management
o Trainings , Consulting and Tools
Areas of Practice:
• ITSM implementations
• ITIL Gap Analysis and Consultancy
• ISO 20000 Consultancy
• Various ITIL V2 & V3 Trainings at all levels
• COBIT Trainings
• Project/Program Management
• Business/Systems Analysis
• Data Analysis
• Post-implementation reviews
Industry Lines:
? Telecommunications
? Financial Services
? Technology Services
? Service Management Tools
Education & Certifications:
? MBA from Pune University
? ITIL v2 and v3 foundation certified
? ITIL Service Manager (V2 Manager Certification)
? ITIL V3 Expert Certified
? ISO 20000 Internal Auditor Certification
? CobiT Certified
? PRINCE 2 Certified
Professional Experience:
Shailesh Wanjara is a Senior Consultant in the IT Service Management (ITSM)
practice of SkillMetrix. Shailesh is a hard-working
professional who values his productivity in an organization right from day zero. He is
working towards a successful and rewarding career in consulting organizations to help them realize the true potential of their investments in IT. He has 9+ years of experience in IT domain in ITSM, Server Support, Desktop Support, Networking,Managed Services and IT Infrastructure Services in designing and customizing thesolutions through consulting and training practice. He brings in the experience from
an IT service provider’s & System Integrator’s point of view.
Experience Highlights:
Shailesh has specific experience on various end to end ITIL / ISO 20000 and ITSM
Implementations and consulting projects such as follows:
• One of the largest bank in Saudi Arabia wants to implement BMC Remedy ITSM to
streamline the service support activities of the bank’s IT team. Shailesh was
involved in the project from the conception to delivery in terms of Requirement
Gathering, Understanding Docs, Reporting, Conducting the
Analysis/brainstorming workshops, Communications with the business/user
representatives involved in implementation and User Trainings. He is also
responsible for status reporting and management presentations at end of each
major phase of implementation.
• A software services organization (6,000 employee strength) : Client desired to
have their internal IT support team (@60 members) motivated and trained for
process performance improvements before an ISO 20 000 audit. Shailesh
Delivered an orientation workshop where we secured acknowledgement from the
team for the gap-analysis and agreement for performance improvements targets.
The client team was highly motivated towards performance improvement. The bimonthly
targets set in the last ‘commitment’ session were actually achieved by
the team on an average within 25 days, telescoping one year’s improvement in
less than six months.
• Shailesh has worked with a large technology company as core member of ITSM
practice and implementation. He has done ITIL process consultancy (Gap
analysis, project planning, design) for the company. He was also involved in ISO
20000 work, ITIL Process Design and Implementation, Reporting Design and
• He has been involved in ITIL in various roles like: Core Team Member ITSM
Practice and Implementation, ITIL Process consultancy (Gap analysis – specially
for incident and problem management process, project planning, design) Design
and development of ITIL Training Courseware and its delivery Team member
Employee ITIL Certification program.
• Trainings worldwide: Shailesh has delivered trainings worldwide in the areas of
ITIL. He has delivered several trainings in ITIL Foundation, ITIL Service Manager
in India, Middle East and Africa.
Multiple End to End ITIL and ISO 20000 consultancy experience which includes all
aspects of ITIL like Current State and Gap Analysis, Implementation, Pre
Certification Audit, Tool customization guidelines and project planning
• Total experience of more than nine years
• Spent over 2 years in IT Service operations at various levels.
• Spent Two years as a team member for implementing Remedy (IT Service
Management Tool from BMC Software).
• Worked on Remedy migration projects.
• Worked on enhancement and optimization and utilization aspects of open source
ticketing system OTRS for the one of the employers.
• Has worked on ITIL Framework as trainer, consultant and implementer.
• Have done various assignments on ITIL / ISO 20000 consulting and
implementations along with open source tool like OTRS.
• Has worked on service management tools like Remedy (BMC Software) and also
on Discovery and Event monitoring tool from BMC.
Consulting and Implementation:
• Implemented (On-site Team Member/Functional Consultant) Remedy (ITSM Tool)
at a multinational bank in Saudi Arabia and other various companies with On
site/Offsite model.
• Worked as Subject Matter Expert for the courseware development on ITIL
Foundation, Practitioner & Managers level.
• Played instrumental role in getting many organizations certified for ISO 20000
• Played instrumental role in getting organization accredited for ITIL Foundation,
Practitioner and Managers level
? Training delivery on ITIL V3 Foundation level & Intermediate level, CobiT and PRINCE
2 with passing rate of more than 95 % in India and across the Globe


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