Capability Operational Support Analysis

ITIL® Service Capability – Operational Support & Analysis

Overview
The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organization to introduce Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management processes, the Service Desk, Technical Management, IT Operations Management and Application Management functions as integral parts of its overall business-focussed Services Framework.

ITIL Credits

The purpose of Operational Support & Analysis is to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL. The course prepare delegates for the ITIL® Capability examination in Operational Support & Analysis.

To implement new services in a controlled and cost-effective manner, IT departments must successfully optimize their Operational Support and Analysis (OSA) best practices. This five (5) day course provides in-depth knowledge of the ITIL® Operational Support and Analysis (OSA) areas:

■ Event Management
■ Incident Management
■ Request Fulfillment
■ Access Management
■ Problem Management
■ Service Desk
■ Technical Management
■ IT Operations Management
■ Application Management

Earn 4 credits of the 22 required to achieve the ITIL Expert Certification.

Prerequisites

• The ITIL Version 3 Foundation Certification in IT Service Management – obtained through ITIL V3 Foundation or Foundation Bridge Course
• Two (2) to four (4) years professional experience with service management

Exam
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Service Transition Certificate.

Audience
The primary audience is IT operational staff and management requiring deep knowledge of, or involved in, Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management and Application Management

Course Content
Topics covered include:

• Service Management as a Practice and Service Operation Principals.
• Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis.
• 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, according to agreed service levels.
• Request Fulfillment which fulfills 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, to eliminate recurring incidents and to minimize 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 phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management for IT services, and IT Service Continuity Management.
• Common Service Operation activities related to Service Operation and Support.
• Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management.
• Service Operations and Support Service Operation roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks.