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
Updated on 08 November, 2015

About New Horizons Ireland

With a very convenient location next to Jervis street in Dublin 1, we offer a wide range of IT and business skills courses and we can also send our instructors to your location.

We are 100% Irish owned, but we are also part of the largest independent IT Training Provider, New Horizons Computer Learning Centres who deliver more courses than any other IT training company.

Because we're local, we understand the needs of business and individuals in our community. Whether you choose to take classes in person or online, you're always welcome to call or stop by.

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