ITIL Training : ITIL Operational Support & Analysis (OSA)

ITIL Operational Support & Analysis (OSA)

ITIL Training Overview

The ITIL� Operational Support & Analysis 5-day course immerses learners in the practical aspects of the ITIL� Service Lifecycle and processes associated with the Operational Support and Analysis of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL� best practice and positions the student to successfully complete the associated exam.

ITIL Training Audience

The ITIL� Operational Support & Analysis course will be of interest to:

Individuals who have their ITIL� Foundation Certificate who want to purse the intermediate and advanced level ITIL� certifications.

Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management

IT professionals involved in IT Service Management implementation and improvement programs.

A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

ITIL Training Prerequisites

Candidates for this course must:

Hold an ITIL� Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL� , e.g.: ITIL v2, must pass the current ITIL� Foundation exam before attending this course)

There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable

It is also strongly recommended that candidates:

Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment

Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management

It is strongly recommended that candidates read the ITIL� Service Lifecycle core publications in advance of attending training for the certification.

Course duration

5 Days

ITIL Training Course outline

1. Service Operation Practices

Business Value of Operational Support and Analysis

Scope of Operational Support and Analysis Processes and Functions

How Operational Support and Analysis Activities Support the Service Lifecycle

Optimizing Service Operation Performance

2. Event Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Event Management Process
Challenges and Risks

3. Incident Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Incident Management Process
Challenges and Risks

4. Problem Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Problem Management Process
Challenges and Risks

5. Request Fulfillment Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Request Fulfillment Process
Challenges and Risks

6. Access Management Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Information Management within the Access Management Process
Challenges and Risks

7. Service Desk Function

Service Desk Role
Objectives
Different Service Desk Organizational Structures
Service Desk Staffing Considerations
Measuring Service Desk Performance
Issues and Safeguards to Consider When Outsourcing the Service Desk

8. Common Operational Support and Analysis Functions

Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions

9. Improving Operational Support and Analysis

Relationship Between Business Goals and Metrics to Measure Operational Performance
Service and Process Measurement Frameworks
Rules and Policies for Creating a Successful Reporting Framework
How Operational Support and Analysis Practices Support Continual Service Improvement

10. Technology and Implementation Considerations

Generic Technology Requirements
Evaluation Criteria for Technology and Tools for Process Implementation
Project, Risk, and Staffing Practices for Process Implementation
Challenges, Risks, and CSFs for Implementing Practices and Processes
Planning and Implementing Service Management Technologies

11. Exam Preparation