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ITIL® Service Capability – Operational Support and Analysis

////ITIL® Service Capability – Operational Support and Analysis

ITIL® Service Capability – Operational Support and Analysis

Course ID: ITILOSA 5 Days
   

ITIL® Service Capability – Operational Support and Analysis

Overview

The Operational Support and Analysis (OSA) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.

The content of the course is based mainly on the best practice guidance contained in the ITIL Service Operation publication.

The OSA course can teach organizations and individuals how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers.

It also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost effective IT services that are required to meet organizational needs.

Description

AUDIENCE

  • ITSM trainers involved in the ongoing management, coordination and integration of design activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL service design stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within, or about to enter, a service design environment and requiring an understanding of the concepts, processes, functions and activities involved
  • 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.

CERTIFICATION

ITIL Intermediate

EXAM

ITIL Service Capability – Operational Support and Analysis

INVESTMENT

Instructor-led / Virtual Instructor-led

Singapore: SGD3,145
Malaysia: MYR8,000
Thailand: THB72,000
India: USD2,500

PREREQUISITES

  • Earlier ITIL (V2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

OBJECTIVES

  • The value to the business of OSA activities
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
  • How the processes in OSA interact with other service lifecycle processes
  • How to use the OSA processes, activities and functions to achieve operational excellence
  • How to measure OSA
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • Specific emphasis on the service operation lifecycle processes and roles included in:- Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the –   delivery of an IT service
    – Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
    – Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their – productivity or the quality of business services and products
    – Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
    -Access management, which grants authorized users the right to use a service while preventing access to non-authorized users
  • Operational activities of processes covered in other lifecycle stages such as:
    – Change management
    – Service asset and configuration management
    – Release and deployment management
    – Capacity management
    – Availability management
    -Knowledge management
    – Financial management for IT services
    – IT service continuity management
  • Organizing for service operation which describe s roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management

COURSE CONTENT

Module 1: Introduction to operational support and
analysis

  • 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

Module 2: 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

Module 3: 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

Module 4: Request fulfilment

  • The request fulfilment 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 fulfilment as related to OSA

Module 5: 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

Module 6: 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

Module 7: 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.

Module 8: Functions and Roles

  • 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

Module 9: 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

What’s Next

The OSA module is worth four credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

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