ITIL Intermediate Service Capability Operational Support and Analysis Boon Lay, West

Course details

This course is a classroom training relevant for professionals who play a role in the daily implementation and execution of activities covered under Operational Support and Analysis in order to deliver business value delivered through quality IT services. This course is a free-standing qualification and is also part of the ITIL® intermediate capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL® Service Lifecycle publications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the classroom training, the certification exam may be taken.

The ITIL® Operational Support and Analysis certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion.

COURSE OUTLINE

Introduction to OSA

• The value to the business of OSA activities
• The lifecycle within the OSA context
• The scope of OSA processes and functions
• Optimizing service operation performance

Event Management

• The event management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
• The benefits and business value that can be gained from event management

Incident Management

• The incident management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management within OSA practices
• The benefits and business value that can be gained from incident

Request Fulfillment

• The request fulfillment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management within OSA practices
• The benefits and business value that can be gained from request fulfillment as related to OSA

Problem Management

• The end-to-end process flow for problem management inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• A measurement model and the metrics that would be used to support problem management within OSA practices
• The benefits and business value that can be gained from problem management

Access Management

• The end-to-end process flow for access management process inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• A measurement model and the metrics that would be used to support access management within OSA practices
• The benefits and business value that can be gained from access management as related to OSA

The Service Desk

• The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
• The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
• A measurement model and the metrics that would be used to support the service desk function within OSA practices.

Functions

• The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• The benefits and business value that can be gained from functions as related to OSA

Technology and Implementation Considerations

• Technology requirements for service management tools and where/how they would be used within OSA for process implementation
• What best practices should be used in order to alleviate challenges and risks when implementing service management technologies