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ITIL® Intermediate Module - Operational Support and Analysis

Duration 5 days

Prerequisites The knowledge and skills that a learner must have before attending this course are:• ITILFoundationcertification• 2 to 4 years’ professional experience working in IT

service management is highly desirable• It is recommended that candidates:

• Can demonstrate familiarity with IT terminology and understand Operational Support and Analysis within the context of their own business environment

• Have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines: • Event management process• Incident management process• Requestfulfilmentprocess• Problem management process• Access management process• Service desk• Technical management• IT operations management• Application management

Who Should AttendThis course is targeted for: • IT Service Management,Individuals who have

attained the ITIL®FoundationCertificateinITServiceManagement and wish to advance to higher level ITIL® certifications

• IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme

• Operational staff involved in Event Management Process, Incident Management Process, Request FulfillmentProcess,ProblemManagementProcess,Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management

• Individuals seeking the ITIL®ExpertCertificateinITServiceManagementforwhichthisqualificationcanbeone of the prerequisite modules

OSA

Benefits RealizedUpon completing this course, the learner will be able to understand:• The value to the business of OSA activities

• 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 the OSA processes, activities and functions to achieve operational excellence

• How to measure OSA

• 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

• Specificemphasisontheserviceoperationlifecycleprocesses and roles included in:• Event management• Incident management• Requestfulfilment• Problem management• Access management

• Operational activities of processes covered in other lifecycle stages such as:• Change management• Serviceassetandconfigurationmanagement• Release and deployment management• Capacity management• Availability management• Knowledge management• Financial management for IT services• IT service continuity management

• Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.

ITIL® Intermediate - Service Capability Stream

• Individuals seeking progress toward the ITIL® Master CertificateinITServiceManagementforwhichtheITIL® Expert is a prerequisite

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Course Content

This instructor-led course covers the management and control of the process activities and techniques within the Service Operation stage. It suits for IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved.

The ITIL®IntermediateQualification:OperationalSupportandAnalysis(OSA)Certificateisafreestandingqualification,butisalsopartoftheITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL®ExpertinITServiceManagementCertificate.A5dayintense course, our program will prepare you for the ITIL® IntermediateQualificationExaminOperationalSupportandAnalysis (OSA).

Course Outline

• Module 1: Introduction to operational support and analysis (Contact hours: 1.0)• The value to the business of OSA activities• The lifecycle within the OSA context• Optimizing service operation performance.

• Module 2: Event management (Contact hours: 2.5)• The event management process inclusive of

its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes

• Efficienteventmanagementandprovisionofexamples showing how it is used to ensure service quality within OSA

• Thebenefitsandbusinessvaluethatcanbegainedfrom event management.

• Module 3: Incident management (Contact hours: 4.5)• The incident management process inclusive of its

components, activities and operation including its organizational structure, as well as any interfaces with other processes

• The measurement model and the metrics that would be used to support incident management within OSA practices

• Thebenefitsandbusinessvaluethatcanbegainedfrom incident management.

• Module 4: Request fulfilment (Contact hours: 4.5)• Therequestfulfilmentprocessinclusiveofits

components, activities and operation including its organizational structure, as well as any interfaces with other processes

• The measurement model and the metrics that would be used to support incident management within OSA practices

• ThebenefitsandbusinessvaluethatcanbegainedfromrequestfulfilmentasrelatedtoOSA.

• Module 5: Problem management (Contact hours: 4.0)• Theend-to-endprocessflowforproblem

management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes

• A measurement model and the metrics that would be used to support problem management within OSA practices

• Thebenefitsandbusinessvaluethatcanbegainedfrom problem management.

• Module 6: Access management (Contact hours: 4.5)• Theend-to-endprocessflowforaccess

management process inclusive of components, activities and operation including its organizational structure, as well as any interfaces with other processes

• A measurement model and the metrics that would be used to support access management within OSA practices

• Thebenefitsandbusinessvaluethatcanbegainedfrom access management as related to OSA.

• Module 7: The service desk (Contact hours: 3.5)• Thecompleteend-to-endprocessflowforthe

service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases

• The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc. and how these test components are used to ensure service quality within OSA

• A measurement model and the metrics that would be used to support the service desk function within OSA practices.

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• Module 8: Functions and Roles (Contact hours: 4.0)• Theend-to-endprocessflowforOSAfunctions(i.e.

technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes

• The roles within each OSA process and generic roles

• Thebenefitsandbusinessvaluethatcanbegainedfrom functions as related to OSA.

• Module 9: Technology and implementation considerations (Contact hours: 2.0)• Technology requirements for service management

tools and where/how they would be used within OSA for process implementation

• What best practices should be used in order to alleviate challenges and risks when implementing service management technologies.

• Module 10: Summary, Exam Preparation and Directed Studies (Contact hours: 2.0)