ITIL ® Intermediate Operational Support & Analysis 2011 Edition

Course details

Students will learn the OSA (Operational Support & Analysis) part of the ITIL® v3 Intermediate Capability certification stream. The course prepares candidates to take the ITIL® v3 Operational Support & Analysis Intermediate exam.

Course Outline

1 - INTRODUCTION

• Introduction/Housekeeping
• The concept of Service Management as a practice
• Service, its value proposition and composition
• Functions and processes across the lifecycle
• The role of processes in the Service Lifecycle
• How Service Management creates business value
• How Operational Support and Analysis supports the Service Lifecycle

2 - EVENT MANAGEMENT

• Purpose, goal and objectives
• Scope
• The Value to business and the Service Lifecycle
• Policies, principles and basic concepts
• Triggers, inputs and outputs and process interfaces
• Involvement in Information Management
• Metrics
• Challenges, Critical Success Factors and risks
• How to design for Event Management

3 - SERVICE DESK

• The Service Desk role & objectives
• Service Desk organizational structures
• Service Desk staffing options
• Service Desk metrics that can be used to measure its effectiveness and efficiency
• Issues and safeguards to consider when outsourcing the Service Desk

4 - INCIDENT MANAGEMENT

• Purpose, goal, objectives & Scope
• Value to business and to the Service
• Policies, principles and all basic concepts
• Process activities, methods and techniques and how they relate to the Service Lifecycle
• Triggers, inputs and outputs and the process interfaces
• Involvement in Information Management
• Metrics
• The challenges, Critical Success Factors and risks

5 - PROBLEM MANAGEMENT

• Purpose, goal and objectives
• Scope
• Value to business and Service Lifecycle
• Understanding of the policies, principles and the problem model concept
• Process activities, methods and techniques and how they relate to the Service Lifecycle
• Triggers, inputs and outputs and the process interfaces
• Involvement in Information Management
• Metrics
• Challenges, Critical Success Factors and risks

6 - REQUEST FULFILLMENT

• Purpose, goal and objectives
• Scope
• Value to business and to the Service Lifecycle
• Policies, principles and the request model concept
• Process activities, methods and techniques and how they relate to the Service Lifecycle
• Triggers, inputs and outputs and the process interfaces
• Involvement in Information Management
• Metrics
• Challenges, Critical Success Factors and risks

7 - ACCESS MANAGEMENT

• Purpose, goal and objectives
• Scope
• Value to business and Service Lifecycle
• Policies, principles and basic concepts
• Process activities, methods and techniques and how they relate with the Service Lifecycle
• Triggers, inputs and outputs and the process interfaces
• Involvement in Information Management
• Metrics
• Challenges, Critical Success Factors and risks

8 - FUNCTIONS

• Service Desk Roles, Objectives and Activities
• Technical Management Roles, Objectives and Activities
• IT Operations Management Roles, Objectives and Activities
• Application Management Roles, Objectives and Activities

9 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

• Generic requirements for technology to support process capability
• Evaluation criteria for technology and tools for process implementation
• Project, risk and staffing practices for process implementation
• Challenges, Critical Success Factors and risks
• How to plan and implement Service Management technologies

10 - EXAM PREPARATION

• Sample Exams
• Feedback
• Recap

Related Certifications:

• ITIL Intermediate Life Cycle
• ITIL Intermediate Operational Support & Analysis

Related Exams:

• ITIL Operational Support and Analysis