Overview

This course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

 

Objectives

At the end of this course, the learner will gain competencies in:

  • Understanding Service Management as a practice and the principles, purposes and objectives of Operational Support and Analysis.
  • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
  • The activities, methods and functions used in each of the Operational Support and Analysis processes
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure Operational Support and Analysis performance
  • The importance of IT Security and how it supports Operational Support and Analysis
  • Understanding technology and implementation requirements in support of Operational Support and Analysis
  • The challenges, critical success factors and risks related with Operational Support and Analysis

 

Audience

The Operational Support and Analysis Capability course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
  • IT professionals involved in IT Service Management implementation and improvement programs.
  • A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

 

Prerequisites

  • Hold an ITIL Foundation Certificate.
  • In addition, it recommended that participants attending this course are familiar with IT terminology and understand the context of Operational Support and Analysis in their own business environment. It is also strongly recommended that participants read the ITIL Service Lifecycle core publications in advance of attending training for the certification.

 

Outline

Introduction

  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Qualification Scheme
  • Course Agenda and Exam Details

 

Module 1: Event Management

  • Purpose and Objectives
  • Scope of the Process
  • Business Value of the Process
  • Policies, Principles, and Basic Concepts
  • Designing for Event Management
  • Use of Event Rule Sets and Correlation Engines
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management
  • Process Measurement
  • CSI References within the Context of Event Management
  • Challenges and Risks
  • Group/Individual Exercise
  • Sample Test Question

 

Module 2: Incident Management

  • Purpose and Objectives
  • Scope of the Process
  • Business Value of the Process
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Information Management
  • Process Measurement
  • CSI References Within the Context of Incident Management
  • Challenges and Risks
  • Group/Individual Exercise
  • Sample Test Question

 

Module 3: Request Fulfilment

  • Purpose and Objectives
  • Scope of the Process
  • Business Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Information Management
  • Process Measurement
  • Challenges and Risks
  • Group/Individual Exercise

 

Module 4: Problem Management

  • Purpose and Objectives
  • Scope of the Process
  • Business Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, Techniques
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Information Management
  • Process Measurement
  • Challenges and Risks
  • Group/Individual Exercise
  • Sample Test Question

 

Module 5: Access Management

  • Purpose and Objectives
  • Scope of the Process
  • Business Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Information Management
  • Process Measurement
  • Challenges and Risks
  • Group/Individual Exercise
  • Sample Test Question

 

Module 6: Service Desk

  • Role of the Service Desk
  • Service Desk Objectives
  • Service Desk Organizational Structures
  • Service Desk Staffing
  • Measuring Service Desk Performance
  • Outsourcing the Service Desk
  • Group/Individual Exercise
  • Sample Test Question

 

Module 7: Common OSA Functions and Roles

  • The Technical Management Function
  • The IT Operations Management Function
  • The Application Management Function
  • Roles and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

 

Module 8: Technology and Implementation Considerations

  • Generic Technology Requirements
  • Service Management Tools
  • Evaluation Criteria for Technology and Tools for Process Implementation
  • Project, Risk, and Staffing Practices for Process Implementation
  • Challenges, Csfs, and Risks in Process Implementation
  • Planning and Implementing Service Management Technologies
  • Group/Individual Exercise
  • Sample Test Question

 

Exam Preparation Guide

Mock Exam 1

Mock Exam 2

 

Follow-On

  • ITIL® Service Strategy Lifecycle
  • ITIL® Service Design Lifecycle
  • ITIL® Service Transition Lifecycle
  • ITIL® Service Operation Lifecycle
  • ITIL® Continual Service Improvement Lifecycle
  • ITIL® Managing Across the Lifecycle

 

Related Certification

  • ITIL® Expert (Exam ITIL® Intermediate OSA)