Duration: 5 days PMI PDUs: 40 Course Delivery: Virtual Classroom

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Beverley Short
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ITIL Operational Support & Analysis Accreditor: AXELOS Certificate: ITIL OSA Capability Credits: 4 to ITIL Expert Duration: 5 days PMI PDUs: 40 Course Delivery: Virtual Classroom Course Description:

1 ITIL Operational Support & Analysis Accreditor: AXELOS Certificate: ITIL OSA Capability Credits: 4 to ITIL Expert Duration: 5 days PMI PDUs: 40 Course Delivery: Virtual Classroom Course Description: This five day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support & Analysis of services. The main focus of the 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 course is designed using an engaging scenario based approach to learning the core disciplines of the ITIL Best Practice and positions the learner to successfully complete the associated examination. Key items covered include, Incident, Program, Event and Access Management along with Request Fulfillment. Audience: The course is ideally suited for: Individuals and 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 Learning Objectives: The goal of the course is to provide a Understanding Service Management as a Practice and the principles, purposes and objectives of Operational Support and Analysis Understanding the importance of Operational Support and Analysis in service provisioning and understanding how the in scope processes interact with other Service Lifecycle Processes The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence How to measure performance The importance of IT Security Understanding technology and implementation requirements

2 The challenges, critical success factors and risks Prerequisites: ITIL Foundation certificate Examination: Closed book 90 minutes 8 multiple choice, scenario based, gradient scored questions 70% pass rate Agenda: Day 1 Introduction Service Management as a Practice Event Management Incident Management Day 2 Incident Management (cont) Request Fulfillment Problem Management Day 3 Problem Management (cont) Access Management Service Desk Day 4 Service Desk Functions Technology and Implementation Considerations Day 5 Technology and Implementation Considerations Exam preparation & mock exam Examination

3 Course Outline Course Introduction Course Learning Objectives Unit 1: Introduction Business Value of OSA Activities Scope of the Process Context of OSA Activities within the Service Lifecycle Support of ASA Activities for the Service Lifecycle Optimizing Service Operation Performance Unit 2: Event Management Purpose, Objectives, Scope, Value of the Process Designing for Event Management Process Activities, Methods, and Techniques Event Occurrence, Event Notification, and Event Detection Responses to Events Review Actions and Close events Triggers, Inputs, Outputs and process Interfaces CSI References within the Context of Event Management Challenges and Risks Unit 3: Incident Management Purpose, Objectives, Scope, Value of the Process Process Activities, Methods and Techniques Incident Identification and Logging Incident Categorization and Prioritization Initial Diagnosis Incident Escalation, Investigation and Diagnosis Incident Resolution, recovery and Closure Triggers, Inputs, Outputs and Interfaces with Other PRocesses CSI References within the Context of Incident Management Challenges and Risks Unit 4: Request Fulfillment Policies, Principles, Basic Concepts, Process Activities Triggers, Inputs, Outputs and Interfaces with other Processes Process Activities, Methods, Techniques, and Relationships with the Service Lifecycle

4 Challenges and Risks Unit 5: Problem Management Process Activities, Methods, Techniques, and Relationships with the Service Lifecycle Problem Detection and Logging Problem Categorization and Prioritization Problem Investigation and Diagnosis Workarounds and Raising a Known Error Record Problem Resolution and Closure Major Problem Review Information Management Challenges and risks Unit 6: Access Management Policies, Principles, Basic Concepts, Process Activities Request Access and Verification Provide Rights Check and Monitor Identity Status Log and Track Access Remove or Restrict Rights Triggers, Inputs, Outputs and Interfaces with other Processes Information Management Unit 7: Service Desk Role of the Service Desk Service Desk Objectives, Organizational Structures, Staffing Measuring Service Desk Performance Outsourcing the Service Desk Unit 8: Common OSA Functions and Roles The Technical Management Function The IT Operations Management Function The Application Management Function Roles and Responsibilities Unit 9: Technology and Implementation Considerations Generic Technology Requirements Evaluation Criteria for Technology and Tools for Process Implementation Project, Risk, and Staffing Practices for Process Implementation

5 Challenges, Critical Success Factors, and Risks in Process Implementation Planning and Implementing Service Management Technologies Unit 10: Exam Preparation Guide Mock Exams

ITIL: Operational Support & Analysis (OSA) (Revision 1.6)

ITIL: Operational Support & Analysis (OSA) (Revision 1.6) Course Overview This program leads to a Certificate in ITIL Service Capability Management - Operational Support and Analysis. The Service Capability