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ITIL Intermediate Operational Support & Analysis 2011 Edition

Course Overview

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.

Who Should Attend

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.

Course Objectives

This Candidates can expect to gain competence in the following areas: • The value to the business of OSA activities and how OSA activities support the Service Lifecycle • Optimizing Service Operation performance • How the processes in OSA interact with other Service Lifecycle processes • How to use and measure the OSA processes, activities and functions to achieve operational excellence • The importance of IT security and its contributions to OSA • Understanding the technology and implementation considerations surrounding OSA • The challenges, critical success factors (CSFs) and risks associated with OSA • Specific emphasis on the processes and roles included in: • Event management, defines detectable occurrences of significance for IT Infrastructure Management or the delivery of an IT service • Incident Management, has the capability to bring services back to normal operations as soon as possible and according to agreed service levels • Request Fulfilment, fulfils a request providing quick and effective access to standard services to improve business productivity or the quality of business services and products • Problem Management, prevents problems and incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented • Access management, grants authorized users the right to use a service while preventing access to non-authorized users.

Other Prerequisites

An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment

Course Outline

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

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

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

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

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

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

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

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

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

10 - EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap

Enroll Today

This is a 5-day class

Price: $3,095.00
Payment Options

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