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This is a bundled training package. It contains training for each of the bundled items below:

Course Price
ITIL® 2011 Edition OSA: Incident Management Interactions $74.95
ITIL® 2011 Edition OSA: Introduction to Request Fulfillment $74.95
ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges $74.95
ITIL® 2011 Edition OSA: Introduction to Problem Management $74.95
ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges $74.95
ITIL® 2011 Edition OSA: Introduction to Access Management $74.95

Bundle Price: $219.00
Total Savings: $230.70


ITIL® 2011 Edition OSA: Incident Management Interactions

The ability to resolve a problem efficiently is critical for both you and your customers. But what happens when you have dozens, hundreds, or even thousands of customers each contacting you with the same issue? While you may be able to resolve each of their incidents one at a time, the loss of time, revenue, and resources is far too great to manage this way. Effective Incident Management is not just about resolving incidents as quickly as you can. It's about having the ability to identify and address widespread incidents, developing processes for handling categories of incidents as efficiently as possible, and taking proactive steps to address problems before incidents even occur based on patterns you see in incidents being reported. This course covers the nine steps in the Incident Management process, including identifying, categorizing, and closing incidents. This course also details the different ways incidents can be triggered, and the interfaces of incidents and Incident Management with other processes. Finally, the course covers the challenges, risks, and critical success factors of managing incidents effectively. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.
  • perform basic Incident Management following the Incident Management process
  • identify ways that incidents can be triggered
  • explain how Incident Management interfaces other Service Operation processes
  • identify the Information Management data used in Incident Management
  • manage incidents by applying the Incident Management process, for a given scenario
  • classify Incident Management data according to its sources of information, for a given scenario
  • break down the Incident Management process into its constituent activities and interfaces
  • identify examples of metrics used in Incident Management and how to report them
  • recognize examples of the challenges faced by Incident Management
  • identify the critical factors for successful Incident Management
  • specify the Incident Management metrics required to investigate an incident, for a given scenario
  • determine the challenge posed to effective Incident Management, for a given scenario
  • analyze the Incident Management process, for a given scenario

ITIL® 2011 Edition OSA: Introduction to Request Fulfillment

When you think of reasons for contacting the IT Department in your organization, it's most likely to resolve a problem. Typically you contact them when something isn't working right – whether it be a connection error, system crash, or other incident that impedes your ability to do your work. But more often than not Service Desks also field requests for numerous situations that don't typically fall into the 'out of order' category, but require attention, time, and a quick turnaround – for example, someone needs a new password, to change an existing password, or they need to add a new software program to their machine. It is important for organizations to be able to manage these demands in an efficient way by having processes mapped out for these repetitive requests, and having dedicated staff to support these requests. This course provides an introduction to Request Fulfillment. Specifically, the course covers the purpose, scope, and benefits of Request Fulfillment to the organization. This course also covers the importance of Request Models, and the activities of Request Fulfillment including menu selection, financial and other approval, fulfillment, and closure. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.
  • recognize the objectives of Request Fulfillment
  • identify the scope of Request Fulfillment
  • distinguish between Request Fulfillment and Incident Management
  • specify what is included in a Request Model
  • assess the set up of a Service Desk's handling of service requests
  • recognize how Request Fulfillment benefits organizations
  • recognize how the Request Fulfillment process handles service requests
  • assess the value Request Fulfillment provides to business, for a given scenario
  • examine the Request Fulfillment process, for a given scenario
  • resolve service request problems using the Request Fulfillment process, for a given example

ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges

What would you think if you called your Internet provider to get a new password, and they told you it was going to be a week before they could resolve your request? Or even worse, imagine them not being able to do it at all because of poor planning. Efficient request fulfillment is critical to keeping your customers happy. And in order to perform well, you need a clear definition of the types of requests that can flow through request fulfillment processes, and well-planned procedures for addressing the requests. You also need to be able to foresee possible risks, so you can implement preventative measures. This course covers the components of request fulfillment, including triggers, interfaces, and necessary information for adequately addressing common requests. The course also explores the challenges and risks, along with critical success factors that, if implemented in your processes, can lead to successful request fulfillment in your organization. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.
  • identify the triggers and interfaces of the Request Fulfillment process
  • identify the types of information in the information sources necessary for Request Fulfillment
  • distinguish between examples of the components of the Request Fulfillment process
  • apply the Request Fulfillment process, for a given scenario
  • decompose the Request Fulfillment process into its key components
  • identify the key metrics for measuring the effectiveness of the Request Fulfillment process
  • identify the typical challenges faced by Request Fulfillment
  • recognize the critical factors for successful Request Fulfillment
  • assess the effectiveness of the Request Fulfillment process, for a given example
  • analyze the Request Fulfillment process, for a given scenario

ITIL® 2011 Edition OSA: Introduction to Problem Management

Problems will inevitably crop up at some point while managing your IT Service Life Cycle. Usually, they are first noticed when the incidents they cause are detected. Proper Problem Management aims to eliminate recurring incidents by addressing the root problem causing them, through efficient detection, investigation, diagnosis, and resolution practices. This course covers the purpose and scope of Problem Management, its value to the organization, and specifically the value and use of problem models in Problem Management. This course also provides a detailed view of the Problem Management process, including using tools like Ishikawa diagrams and Pareto Analysis, to investigate and diagnose specific problems. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.
  • recognize the objectives of Problem Management
  • identify the scope of Problem Management
  • distinguish between Problem Management and Incident Management
  • recognize how Problem Management benefits organizations
  • specify what information is included in the Problem Model
  • assess a Service Desk's approach to Problem Management
  • distinguish between Proactive Problem Management and Reactive Problem Management
  • recognize the initial steps of the Problem Management Process, given a scenario
  • recognize which problem investigation and diagnosis technique to use, given an example
  • identify the steps in a Pareto Analysis
  • recognize alternatives to problem resolution
  • recognize the procedure for positive problem resolution
  • identify post-problem resolution procedures
  • examine the Problem Management process for a given scenario
  • resolve Problem Management issues for a given scenario

ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges

An efficient Problem Management process is vital in ensuring your organization is ready to handle and resolve problems successfully. And the ability to know what information is important and how to use that information to analyze how well your Problem Management process is performing can mean the difference between success and failure in your Problem Management efforts. This course details the components of Problem Management, including triggers such as staff, suppliers, and testing. This course also covers the interfaces of Problem Management with other processes across the Service Life Cycle and the specific information systems used in Problem Management. Finally the course details the critical success factors necessary for ensuring successful operations in Problem Management. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.
  • identify reasons why Problem Records are triggered
  • recognize how Problem Management interfaces with Service Transition processes
  • recognize how Problem Management interfaces with Service Design processes
  • recognize how Problem Management interfaces with the Service Level Management process
  • recognize how Problem Management interfaces with the Financial Management process
  • identify the function of the CMS in Problem Management
  • identify the function of the Known Error Database in Problem Management
  • specify the interface procedures of Problem Management during the Service Life Cycle
  • assess how the CMS and Known Error Database support the Problem Management process
  • identify the key metrics for measuring the effectiveness of the Problem Management process
  • recognize the approach to analyzing metrics in Problem Management
  • recognize the key questions to ask when analyzing metrics in Problem Management, given an example
  • identify the critical success factors of Problem Management
  • assess the effectiveness of the Problem Management process for a given example
  • resolve issues with the Problem Management process for a given scenario

ITIL® 2011 Edition OSA: Introduction to Access Management

You probably wouldn't leave the keys to your car, house, or office lying around for anyone to grab and use as they please. The same attention you give to protecting your physical valuables should be considered when protecting the confidentiality, availability, and integrity of your organization's IT data and intellectual property. Proper Access Management is critical for providing access to users who require it, and keeping those who don't out. This course covers the purpose, scope, and value of Access Management to the organization. This course also details the steps in the process for managing access, including requesting access, verification, providing rights, monitoring, logging and tracking, and removing and restricting rights where necessary. Finally, the course covers the key performance indicators used to check the efficiency and effectiveness of an organization's Access Management process, and critical success factors to ensure success. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.
  • recognize the purpose of Access Management
  • identify examples that are part of the scope of Access Management
  • distinguish between Access Management policies
  • identify the advantages of Access Management to an organization
  • examine the basic approach of Access Management
  • recognize how the Access Management process works
  • identify the ways in which Access Management can be triggered
  • recognize how Access Management interfaces with other processes
  • recognize how user identity is established in Access Management
  • specify key considerations for establishing user groups in Access Management
  • use Access Management to provide user access to an organization
  • manage changes in user status
  • identify key metrics for measuring the effectiveness of Access Management
  • identify the critical success factors of Access Management
  • resolve issues with the Access Management process for a given scenario
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ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA) Part 2 e-learning bundle
  • Course ID:
    252817
  • Duration:
    16 hours
  • Price:
    $219