Course Description
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.
With completion of this course, you will learn:
- The concept of Service
Management as a practice
- The role of processes in the Lifecycle
- The
purpose, goal and objectives of the Event Management Process
- The Service
Desk Role and concepts
- The purpose, goal and objectives of the Incident
Management Process
- The purpose, goal and objectives of the Problem
Management Process
- The purpose, goal and objectives of the Request
Fulfillment Process
- The purpose, goal and objectives of the Access
Management Process
- How to plan and implement Service Management
Technologies
Agenda
Lesson 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
Lesson 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
Lesson 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
Lesson 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
Lesson 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
Lesson 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
Lesson 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
Lesson 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
Lesson 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
Lesson 10: EXAM PREPARATION
- Sample Exams
- Feedback
- Recap
Audience
IT Managers, Operational staff, and anyone requiring a deeper knowledge of or
who are involved in the Operational Support & Analysis cluster of processes
and functions.
Comments
Virtual ITIL Intermediate Operational Support & Analysis 2011 Edition Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.