Course Description
The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate. This 5 day course immerses students in the practical aspects of the ITIL® 2011 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. Successful implementation of ITIL® Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. The main process and function focus areas in this course include: Event Management, Incident Management, Request Management, Problem Management, and Access Management. You will learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL® Operational Support and Analysis Certification Exam
Agenda
1. Introduction and Overview
Service Management as a practice
The Service value proposition
The role of Operational Support and Analysis processes in the lifecycle
How Operational Support and Analysis supports the Service Lifecycle
Core Service Operation Processes
2. Event Management
The purpose, goal and objectives of Event Management
Explaining triggers
Using metrics to check effectiveness and efficiency
Employing active and passive monitoring tools
3. Incident Management
Managing the Incident Lifecycle
Interaction with design services
Incident Management involvement on Information Management
4. Request Fulfillment
Scope of the processes
Dealing with service requests from users
How metrics can verify effectiveness and efficiency of the Request Fulfillment process
5. Problem Management
Managing the lifecycle of problems
Value to the business and the Service Lifecycle
Triggers, input and output to other processes
6. Access Management
Policies, principles and basic concepts
Managing authorized user access
Executing Security and Availability Management policies
Challenges and critical success factors
Establishing metrics to ensure process quality
7. Common Service Operation Activities
Mainframe, server and network management
Storage, database services and directory services
Desktop support and middleware
Internet/Web, facilities management and information security
8. Service Desk
Establishing the Service Desk objectives
Organizational structures and staffing options
Providing a single point of contact
Measuring effectiveness and efficiency
Impact of Service Desk on customer perception
Reasons and options for outsourcing the Service Desk
9. Technical Management
Role and objectives
Organization structure
Balancing skill levels, utilization and cost
Metrics and documentation
10. IT Operations Management
Performing ongoing management and maintenance
Turning plans into action
Building repeatable, consistent actions
11. Application Management
Role, objectives and principles
Identifying functional and management requirements
Generic activities and organization
Design and deployment
Support and improvement
Metrics and documentation
12. Organizing Service Operations
Roles and responsibilities
Service Desk and technical management
Operations and applications management
Event, incident and request fulfillment
Problem and access management
13. Service Operation organization
Options for organizing: technical specialties, activities, processes, geographies
Hybrid Service Operation organization structures
14. Technology and Implementation Considerations
Generic requirements and evaluation criteria
Managing change in Service Operations
Planning and implementing Service Management technologies
Assessing and managing risks
CERTIFICATION EXAM:
To be eligible for the exam, the candidate must fill the following requirements:
At least 30 contact hours of instruction
Suggested 2 to 4 years professional experience
Hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus bridging certificate
The exam is 8 multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one of which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language, and a minimum passing score of 70%.